Contact Centre Manager

Contact Centre Manager
Location: East Grinstead (Hybrid Working Pattern)
Salary: £34k-£37k
Hours: 35-hour week Monday to Friday
Excellent company benefits including: 33 days holiday, private medical, 9% company pension, free parking and much more

About the Role:

We are looking for a Contact Centre Manager with a strong background in customer service, complaints management, and team leadership. This role oversees formal complaints, supports team development, and works with stakeholders to enhance service delivery and customer satisfaction.

You'll act as a key escalation point, coach your team, and identify opportunities for improvement by analysing trends and reporting insights. This is a dynamic role requiring strong communication, leadership, and problem-solving skills.

Key Responsibilities:

1. Lead and support the contact centre team, conducting performance reviews and coaching
2. Manage formal complaints, ensuring timely and high-quality resolutions
3. Act as an escalation point for complex issues and senior-level concerns
4. Analyse feedback and complaints to identify trends and recommend improvements
5. Develop and maintain response templates for consistent customer communication
6. Contribute to recruitment and onboarding of new team members
7. Collaborate with internal departments to drive service improvements

Skills and Experience:

1. Proven experience in customer service and complaint resolution
2. Strong leadership and coaching skills
3. Excellent written, verbal, and interpersonal communication
4. Analytical mindset with attention to detail
5. Ability to prioritise effectively under pressure
6. Proficient in IT systems, including Google Workspace or MS Office

If you're passionate about leading teams and delivering excellent customer experiences, we'd love to hear from you.