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Digital Contact Centre Team Manager

Location: Leeds

Salary: Competitive Salary and Benefits

Job Type: Permanent

Job ID: 168430

Digital Contact Centre Team Manager

 

We’re searching for two outstanding Team Managers in newly created roles to join our client’s award-winning multi-channel contact centre.

 

Your role will be to lead a brand-new team supporting their client’s customers in becoming more digitally confident by giving them the information and support they need to service their accounts online.

 

We are looking for a someone with experience as a manager in a digital contact centre environment. Someone who is passionate about delivering extraordinary customer experience, ensuring customers are at the heart of every decision.

 

In this role, you'll use your knowledge to diagnose issues and gather data to continue to improve an already industry leading customer experience journey.

 

You'll build and lead a team who can empathise with less tech-savvy customers to help them use digital solutions with confidence. The team will support customers of varying confidence levels to embrace a ‘Digital First’ strategy, resulting in increased online registrations, mobile app utilisation and self-sufficiency.

 

Our client prides themselves on excellent Customer Satisfaction and Quality so good knowledge and attention to follow process detail is important.

Their office is based in Morley with free on-site parking. They offer their colleagues the flexibility to work from home for up to half of their working hours.

Responsibilities:

  • Lead a team of c. 15 Digital Customer Coordinators in a complex and ambitious operation to ensure they are doing the right thing for customers and the business

  • Develop your team’s performance through monthly 121s and ongoing training and coaching, so that they can successfully support customers across several channels including telephony, digital messaging and social media

  • Work with other leaders to deliver operational improvements in line with the wider business Customer Experience and Digital First strategy

  • Empower, motivate and lead your team to meet service levels including SLAs, CSAT, VoC and Quality Assurance

  • Build relationships with colleagues across the business, including L&D, Risk & Compliance and Digital

  • Daily management of your team and conducting team meetings

  • Adhere to People Policies

About you:

You will:

  • Have significant management experience in a Digital Contact Centre environment

  • Be truly passionate about people development and customer experience

  • Have previous experience in driving continuous improvement

  • Have experience in a fast paced and agile environment

  • Be able to deliver under pressure, manage your time optimally and work on your own initiative

  • Have excellent analytical, decision making and problem-solving skills

  • Be self-motivated, ambitious and driven

Key words: Digital Contact Centre Team Manager, Team Manager, Team Leader, Digital, Social Medial, Customer Service Manager, Contact Centre Manager