Customer Centre Operations Manager

Salary: Up to £40,000

Hours: Full Time, 37.5 Hours per week

Duration: Permanent

Location: Bristol (Temple Meads)

About the role

You will have responsibility for effective management of our contact centre through the next stage of significant growth. This will need successful planning and resourcing of colleagues, facilities and equipment in order to offer exceptional customer service. Being a role model within the organisation, you will oversee our Team Leaders in day to day management of customer contact and colleagues to ensure the company values are displayed and to be an escalation point for complex issues.

Your main accountabilities will include to:

  • Be a role model for efficient and effective customer experience

  • Manage the daily operations of the contact centre to ensure we meet and exceed customer expectations

  • Plan resource and implement contact centre strategies and operations

  • Ensure processes are designed to improve customer experience and efficiency

  • Carry out assessments and monitoring centre performance

  • Analyse data against budget figures on a weekly and monthly basis

  • Set and meet performance objectives for efficiency and quality

  • Liaise with the Real Time Analyst to ensure all relevant reports, records and data are updated and recorded

  • Liaise with colleagues across the organisation and third parties to resolve customer issues

  • Maintain up-to-date knowledge of industry developments and ensure customer contact is compliant with industry regulations

  • Support team leaders in monitoring calls to improve quality, minimise errors and track team performance

  • Ensure process changes and plans are effectively communicated within the team and key stakeholders across the business

  • Be responsible for full colleague journeys from recruitment and on-boarding to managing performance, behaviour and absence

  • Monitor ongoing performance and establish training needs with support from People Team

About you

You must have:

  • Strong focus on providing exceptional customer service with a positive and proactive attitude

  • Significant experience in managing a multi-channel contact centre

  • Experience in setting performance standards and ensuring they are achieved

  • A proven record of resource planning and implementing customer service strategies

  • The capacity to work under pressure within a rapidly changing environment and adapt to challenges as they arise

  • Ability to learn new systems and process and implement improvements that drive efficiency

  • Experience in managing and coaching a large team and resolving complex customer and colleague issues

You will ideally have:

  • Experience in working in the energy industry or another regulated environment
  • Experience in implementing externally benchmarked customer service standards

Application details

Please submit your CV with a short covering letter to with the job title in the subject field.