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contact centre manager

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London, London
Job type:
Date Posted:
19 July 2019
reference number:
Contact Centre Manager

Are you an experienced Contact Centre Manager? Are you a creative problem solver? Do you have a background in motivating and developing teams?

This is an exciting permanent opportunity for an experienced Customer Service Team Manager to join one of the UK's leading technology companies. This is a real opportunity to help evolve the way the company does customer service to ensure they continue to delight their customers whilst engaging and developing their team.

Their offices are based near Liverpool Street and they are offering a salary in line with experience, between £50-80k p.a.

The primary objective is to be organised, motivating and develop teams and have a proven record for creative problem-solving and show a strong focus on continuous improvement. This role will report into the UK General Manager and is responsible for managing multiple team managers.

- Fast growing company
- Central London location
- Modern Offices
- Competitive Salary

Key responsibilities
● Instilling a strong sense of service and ensuring each team is set up to provide the best possible service to all members
● Working with the UK GM and other managers to set clear objectives, prioritise efficiently and orient the service team to what matters the most
● Coaching, developing and mentoring Team Leaders to help them get the best from their teams in an effective and sustainable way
● Identifying opportunities for and ensuring a focus on continuous improvement in the service systems, processes and ways of operating
● Being a point of escalation for complex complaints; coaching team members through how to solve where possible
● Ensuring knowledge-sharing and communication within and across teams to increase the effectiveness of the whole service team
● Working with central operations team to optimise scheduling, capacity planning and resource allocation
● Close collaboration with Product Management organisation to ensure improvement ideas from the service team are prioritised appropriately and acted upon
● Supporting the interviewing and hiring for new team members
● Play a key role in helping the business to become an exceptional place to work
● Reporting and analysis for the team

● Experience managing multiple team managers and large customer service teams
● Experience working in high pressure, high growth environments
● Strong track record of systems and process improvement

Skills / attributes
● Strong management capabilities that include getting results in high pressure environments - combining the operational day-to-day management of teams with empathy, motivational techniques, and an ability to develop the team
● Strong verbal communications skills, 1:1 as well as to larger audiences
● Robust problem solving and process improvement techniques
● Analytical
● An ability to work across teams and with people at all levels
● Organised and structured to work across teams at pace
● Ability to influence change and support change management activities

If this role sounds like you please apply with your CV to be considered.

Randstad Business Support acts as an employment business when supplying temporary staff and as an employment agency when introducing candidates for permanent employment with a client. Randstad Business Support is an equal opportunities employer and decisions are made on merits alone.

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