Contact Centre Sales Manager

Overview

Ready to take the reins of our National Contact Centre (Nexus) at the UK’s largest independent property group? If you’re a powerhouse with a track record in contact centres and strategy, we’ve got a rare opportunity for you to run, shape, refine, and elevate our prized Contact Centre.

Ref: Indpm

Join us as Nexus Operations Manager, being part of our Senior Management Team overseeing the daily operations, based in Colchester, ensuring smooth operations and performance. You'll drive a busy sales-focused team, implement strategic goals, and step in for the Director of Nexus when needed. The business is a fast-paced and exciting environment for those that seek a varied role and regular change. We don’t stand still and don’t seek to!

Why Join Us?

• Competitive salary up to £45k plus £5k bonus (FTE £45k) depending on experience.
• Your very own parking space at our head office car park.
• Working hours: 9am until 6pm, Monday to Friday.
• Private healthcare.
• 24/7 access to our Employee Assistance Programme
• Opportunity to work with forward-thinking and supportive team members.
• Career development and continuous learning opportunities.

The Opportunity:

• Manage the daily operations of Nexus, balancing both the business and people priorities to ensure the achievement of key KPI’s and objectives.
• Manage the performance and development of direct reports to achieve individual targets aligned to the overall contact centre strategy and budgetary requirements.
• Contribute to projects to identify and enhance effective business processes to support the strategy and business objectives of Nexus and wider Group operation.
• Results-focused, and confident in leading operations, with excellent communication and problem-solving skills, ensuring high-quality service and efficiency.
• Support the team with development and succession planning in accordance with Group L&D initiatives, ensuring optimum performance is always maintained.
• Support the Director of Nexus in workforce planning and work with key stakeholders on transformational change.

What You Will Bring:

• Proven experience as a Contact Centre Manager or similar leadership role in a customer service environment.
• Strong leadership and team management skills, with a focus on coaching and staff development.
• Excellent communication and problem-solving abilities.
• Proficient in Contact Centre technologies; experience with Cisco, including dialler experience and reporting tools, is an advantage.
• Ability to produce, analyse and interpret performance data in line with KPI’s and service metrics.
• Experience in budget management and cost optimisation.
• Knowledge of industry regulations and best practices is an advantage but not essential.

Ready to Elevate Your Career?

Apply today to become part of our innovative team at Nexus. We look forward to supporting your career journey!

The Finer Details

To be eligible to proceed in our recruitment process, you will need:

• Full UK Driving Licence for a manual car
• Legal entitlement to live and work in the UK (in accordance with the Immigration Asylum and Nationality Act 2006)
• Evidence of your right to work in the UK, in the form of: Passport/Birth Certificate

We will also need:

• Proof of Address
• National Insurance
• Drivers Licence Check

At some point(s) in your application process, you may be required to interview via video call.

Equal Opportunities: At Spicerhaart, variety makes our Company DNA come to life. We love people, and what's more, we love the differences that make each person who they are. We support and encourage those differences to make you the best person you can be. Spicerhaart is proud to be an equal opportunity workplace, and we welcome all talented individuals to apply for a career with us. We are committed to equal employment opportunity regardless of race, colour, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability or gender identity. If you have a disability or special need that requires accommodation, please let our Talent Team know, and we will be happy to assist to the best of our ability – regardless of how small or large your requirement may be.