Customer Contact Team Manager Job at Abri (Eastleigh)

Customer Contact Team Manager

We're delighted to be recruiting for a new Team Manager to join our vibrant Cust...

Location

United Kingdom , Bracknell

Salary:

36346.15 GBP / Year

Abri

Expiration Date

Until further notice

Requirements

Experience of effectively managing performance and behaviours
A passion for developing people
Confident in using a variety of computer system with multi-tasking across different channels
Strong leadership skills
Ability to handle challenging situations

Job Responsibility

Lead, inspire and motivate your team to deliver a great service for our customers
Through performance reviews, upskilling and coaching, help your team achieve their own targets and contribute to Abri meeting our ambitious customer service goals

What we offer

Competitive salaries
Comprehensive benefits
Excellent working environment

Fulltime

Customer Contact Team Manager

We're delighted to be recruiting for a new Team Manager to join our vibrant Cust...

Location

United Kingdom , Bracknell

Salary:

35015.56 GBP / Year

Abri

Expiration Date

Until further notice

Requirements

Strong leadership skills
Experience of effectively managing performance and behaviours
Passion for developing people
Confident in using a variety of computer systems with multi-tasking across different channels

Job Responsibility

Lead, inspire and motivate your team to deliver a great service for customers
Achieve team targets and contribute to customer service goals
Conduct performance reviews, upskilling and coaching

What we offer

Comprehensive benefits
Excellent working environment

Fulltime

Operations & Parts Team Manager (Contact Centre Logistics)

As an Operations & Parts Team Manager, you will lead a busy contact centre-based...

Location

United Kingdom , Weston-super-Mare

Salary:

28789.00 - 35000.00 GBP / Year

Morson Talent

Expiration Date

Until further notice

Requirements

Proven experience in people management within a contact centre or operational environment
Strong background in WIP management, workflow coordination or job progression
Confidence using MI, reporting and data analysis to drive performance improvements
Experience overseeing stock, parts, suppliers or similar operational/logistics processes
Strong leadership skills with a track record of developing and motivating teams
Excellent organisation, prioritisation and problem-solving skills
Strong communication and stakeholder management ability
Experience working in a fast-paced and/or regulated environment
Strong Microsoft Office / Microsoft 365 skills and confidence using operational systems
A proactive, accountable and customer-focused mindset

Job Responsibility

Lead, coach and develop a high-performing operational team within a contact centre environment
Manage Work in Progress (WIP) to ensure efficient progression and completion of jobs
Use management information (MI), reporting and data analysis to monitor performance and drive improvement
Track and improve productivity, quality, attendance and team engagement
Oversee parts ordering, stock control and supplier coordination
Identify trends, risks and opportunities to improve operational performance and customer outcomes
Support compliance with internal processes and regulatory standards, including FCA requirements
Collaborate with wider operational and commercial teams to ensure a seamless customer journey
Support the implementation of new systems, processes and operational change
Foster a positive, accountable and high-performance team culture

What we offer

Competitive salary (£28,789 - £35,000 DOE)
Pension scheme
24/7 GP access for you and your household
Retail, cinema and brand discounts
Clear progression and development opportunities
Employee recognition and reward schemes
Mental health and wellbeing support, including trained first aiders
Employee Assistance Programme (counselling, financial and legal support)
Regular engagement activities and social events
Free on-site parking (where applicable) and good transport links

Fulltime

Contact Centre Team Manager - Fintech

Foundever® is looking for a dedicated and people-focussed leader to support the ...

Location

United Kingdom , Kingston upon Thames

Salary:

32000.00 GBP / Year

Foundever

Expiration Date

Until further notice

Requirements

Minimum 1 year experience in a Team Manager/Supervisor role, ideally within a contact centre (Essential)
Evidence of effective interpersonal, coaching/supervisory skills
Previous experience working in a call centre environment is essential
Excellent telephone, computer/keyboard, verbal and written communication skills
Good numeric and verbal reasoning skills
Effective problem-solving skills
Performance Management skills
Client/customer management skills

Job Responsibility

Lead and coach a team to meet and exceed business objectives, ensuring that financial, operational and quality metrics are consistently achieved
Follow a process of continuous review and proactive management of absenteeism and attrition for all Advisors
Continually review and monitor work performance of all Advisors against agreed KPI’s
Ensure Advisors are recognized and rewarded for outstanding achievements/performance in line with company mission and values
Facilitate a culture of open and honest two-way communication with all team members
Ensure action from employee satisfaction surveys are implemented and continuously reviewed
Coach, develop and motivate Advisors by providing the skills and knowledge to perform their job
Ensure appropriate actions are taken to improve client satisfaction survey scores

What we offer

10% monthly bonus

Fulltime

Contact Centre Team Manager

The Customer Services Manager plays a pivotal role in providing strong leadershi...

Location

United Kingdom , Reading

Salary:

38000.00 - 45000.00 GBP / Year

Healthxchange

Expiration Date

Until further notice

Requirements

Line management experience as a team leader or manager within a customer services/contact centre environment (required)
Experience working in a regulated environment (Pharma preferred)
Coaching skills
Passion for delivering an exceptional customer experience
Strong organisational skills
Ability to work under pressure in a fast-paced environment
Microsoft Office
CRM experience (Salesforce preferred)

Job Responsibility

Act as a customer champion, always delivering an excellent customer experience and support with increasing our customer satisfaction and retention
Ensure all compliance requirements are met and work closely with the Quality team to support compliance and regulatory requirements within the Customer Services team
Lead by example and positively influence and contribute to team culture
Conduct regular one to one meetings with team members to review individual and team performance
Regularly review the quality of work delivered by the team through call recordings and assessment in line with the call quality requirements document
Provide daily/weekly/monthly reporting on team performance, sharing insights and commentary as required
Work closely with key stakeholders within the business to identify opportunities to improve existing procedures and seek to improvement streamlined policies to improve efficiencies
Assist with answering customer calls and emails during busy periods to ensure department service levels are maintained
Support with the recruitment and induction of new starters, including completing regular meetings during probation to ensure team members achieve the required level
Manage the department shift and holiday rota to ensure sufficient staffing capacity to support incoming customer volumes and to maintain our service levels

What we offer

Company pension
annual performance bonus
25 days holiday plus bank holidays (and increasing with service)
staff discount
staff social events
access to Health Assured EAP

Fulltime

Customer Contact Center Manager

The professional to be recruited will be responsible for: Ensuring the implement...

Location

Portugal , Lisboa

Salary:

Not provided

Egor

Expiration Date

Until further notice

Requirements

Degree in Management, Engineering, IT, or a related field (Master’s degree valued)
Proven experience in Customer Contact Center, Customer Operations, or Service Management roles
Demonstrated experience in the implementation, scaling, or transformation of Contact Centers
Experience in managing external service providers
Strong KPI-driven operational management mindset
Experience in recruiting and leading teams in an international environment
Analytical, structured, and process-oriented profile
Excellent communication and stakeholder management skills
Experience with CRM or case management tools (e.g., Microsoft Dynamics 365 or similar)
Fluency in English, with additional European languages considered a plus, namely German and/or Dutch

Job Responsibility

Ensuring the implementation and operational management of the Customer Contact Center (L1 support), guaranteeing its efficient day-to-day functioning
Defining and managing the CCC service model, scope, processes, and performance
Managing and overseeing external service providers, including contracts, SLAs, and KPIs
Defining, monitoring, and optimizing operational KPIs, namely First Contact Resolution, response and resolution times, customer satisfaction, backlog, and contact volume
Recruiting, onboarding, developing, and leading internal and external Contact Center teams
Driving standardization, quality, and continuous improvement across processes and operations
Defining and implementing the team training strategy in coordination with partners
Acting as the main interface between the CCC and internal stakeholders, including Technical Support, IT, Quality, Training, and Product teams
Supporting the implementation of new tools, channels, and automation initiatives within the Contact Center environment

What we offer

Professional development opportunities
Collaborative environment focused on innovation and continuous improvement

Fulltime

Customer Service Team Manager

Are you an experienced Customer Service Team Manager who thrives in a fast-paced...

Location

United Kingdom , North Somerset

Salary:

Not provided

Blenheim Chalcot

Expiration Date

Until further notice

Requirements

Proven experience leading and developing customer service teams
Strong stakeholder and client management skills
A results-driven, solutions-focused mindset
Excellent communication and influencing abilities
Experience managing performance, KPIs, and service improvement initiatives

Job Responsibility

Manage, motivate, and develop a team of Customer Service Advisors
Deliver outstanding service for North Somerset Council and key partners
Drive performance against KPIs and SLAs
Build strong client relationships
Champion continuous improvement including a digital-first approach to customer contact
Work closely with the Operations Manager to shape service delivery, improve processes, and enhance customer experience

What we offer

A leadership role with real influence and impact
Opportunities to innovate and drive service improvement
Supportive environment with hybrid working after training

Customer Success Account Management Team Manager

Following internal promotion we currently have an outstanding opportunity for an...

Location

United Kingdom , Manchester

Salary:

Not provided

ANS Group

Expiration Date

Until further notice

Requirements

Proven track record managing a client-facing team within a digital services organisation
Demonstrable experience in a similar management role within a Customer Success Account Management or Sales Account Management role
Experience leading and developing high-performing customer success or account management teams within a digital services environment
Strong commercial acumen and a deep understanding of strategic account management
Exceptional stakeholder management, communication, and coaching skills
Ability to use data-driven insights to inform strategy and performance
Skilled at collaboration across departments, managing change, and championing customer experience improvements
Experience in running the end-to-end sales process across Enterprise size customers
Natural ability to influence senior leaders and board members
Exceptional communicator, skilled in engaging presentations, negotiations, escalation resolution, and Exec forums

Job Responsibility

Lead and execute the customer success account management growth targets across Tier 3,4 & 5 customers
Lead and drive the end-to-end customer experience for post-sale account management
Act as the voice of the customer at a senior manager level
Ensure all post-deal customer activities from handover of upsell opportunities won to renewals are executed to meet or excel customer expectations
Influence the business forecast for renewals and upsell
Drive customer culture across the department as the customer champion
Reduce customer churn
Coach the team to drive value-driven and strategic conversations with customers
Role model ANS’ value of “eyes on the customer” and provide an escalation route
Ensure solutions and products proposed to customers are fit for purpose

What we offer

Hybrid/ Remote Working
Private Medical Care
Pension Scheme
25 days’ holiday, plus you can buy up to 5 more days
Birthday off
An extra celebration day
5 days’ additional holiday in the year you get married
5 volunteer days
Private health insurance
Pension contribution match and 4 x life assurance

Fulltime

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Customer Contact Team Manager

Job Description

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