Contact Centre Manager
Contact Centre Manager required to lead, motivate and develop the Customer Escalations team (12 people ) to achieve best in class service through regular coaching, mentoring and quality monitoring. Proactively identify process improvements that can enhance efficiency, quality and customer service, and be the lead person for implementing change projects. Be the final point of resolution for escalated queries and complaints, ensuring all are resolved in a way that is mutually agreeable to both the customer and the charity.
Work with the Head of Customer Experience to develop and execute the department strategy, and the wider business strategy. Partner with local and regional programme providers to review customer feedback and put in place action plans to drive excellence in customer experience. Monitor progress against these action plans and ensure success is celebrated and best practice shared across the network. Work with the Customer Experience team in London to ensure learnings from customer feedback is shared across the charity. Experience within a charities contact / customer service is highly desirable but not essential , what is essential is previous experience of delivering and leading best in practice customer service from a contact centre.