Title:

Customer Contact Manager

Location:

Somerset

Salary:

GBP 30,000 per year

Description:

Our clients are an established and successful employer based in Yeovil, Somerset. They have a Contact Centre which isbuilt up of 4 main departments managing the entire inbound customer interaction for the direct business.If you feel you've got what it takes, then read on Your team of just over 100 people plays an important role in ensuringthe business meets it's customer promise of next day delivery. This includes managing service levels and quality across anumber of departments including internet orders and support, the resolution of and response to all written customercontact, dealing with delivery enquiries, customer returns and product support enquiries.Main Responsibilities:- Manage a 100+ seat support operation with a full management structure.- Manage issues within the department and highlighting them to the internal and external departments to ensureresolution.- Develop and maintain effective relationships across business departments to champion and assist in improvements tocustomer service and processes.- Review, recommend and implement changes beneficial to department performance levels including driving efficienciesthrough technology and process improvements.- Define, deliver and measure standard of customer responses across all departments.- Deliver and maintain service levels across all areas.- Monitor and analyse team performance trends and utilise the outputs of such analysis to improve the performance of teamand individuals, including appropriate training and development requirements.- Ensure that customer service is constantly reviewed and improved to ensure that customer complaints are minimised.- Report on trends affecting the business, including identifying improvement initiatives resulting in agreed actions.- Manage the quality of resolution to ensure queries are answered first time and to the satisfaction of the customer.- Deliver and maintain Key Performance Indicators and targets- Departmental P&L responsibility.Skills and Abilities- Experience of people management and performance delivery.- A good all-round working knowledge of e-commerce and the technologies used.- Minimum 2 years' managing teams at a senior level in a contact centre / customer service environment.- Proven influencing, communication and motivational skills at all levels.- All round oral, written and presentation skills, with the ability to report at all levels.- Challenger - implement improvement initiatives in the department.- Experience in change management.- Ability to forward plan, negotiate and make sound decisions.- Analytical in approach.Location: YeovilWhen replying please quote the customer reference number 165101333 for a speedy reply.