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7 months ago
Salary: £25000 - £27000 per annum
Location: Berkshire
Job type: Permanent
Contact: Fifi Sclif
Category: Call Centre Jobs

I am partnering with a wonderfully run family owned business to assist them in finding a likeable, organised and approachable individual to successfully run their contact centre. The contact centre deals with all incoming calls for customers wanting to book their vehicle in for a service. As the Contact Centre Manager, you will be looking after a small team ensuring the team are hitting their KPI's, supporting them, training and coaching where necessary. There will also be an element of marketing, but this involve you overseeing the Marketing Assistant. This role will be based in the heart of Berkshire working for an independently run dealer group, one of the automotive industry's finest.

What your role will involve…

  • You will be responsible for managing a small team of up to 5 Contact Centre agents ensuring they are delivering excellent customer service
  • You will manage the day to day running of the contact centre ensuring all incoming calls are answered in a timely manner
  • Organising and supporting the team with their outbound calls, ensuring that all opportunities for upsell are maximised
  • Dealing with and resolving any customer complaints taking a customer centric approach
  • Providing training and development for the team to further competence
  • Ensure quality and consistency is present in all interactions both verbal and written within the Contact Centre
  • Support process improvements and implement identified efficiencies
  • Working alongside the other branches to discuss requirements in relation to the contact centre
  • Making sure all systems used are being utilised correctly and when necessary holding meetings with the system providers and manufacturers
  • Overseeing the Marketing Assistant, assisting with all aspects of the dealership and brand campaigns/strategies as and when needed
  • Continuously review and improve service processes and systems to deliver increased levels of customer satisfaction whilst maximising profitability
  • Develop and maintain a close and effective professional relationship with your internal colleagues both within the contact centre and other company departments
  • An understanding of the brand and products to answer questions knowledgably

Who we are looking for?

  • Experience working in a contact centre is essential, as is managing a team of people
  • You will be a motivated and confident individual with an excellent telephone manner
  • Must be computer literate and have the ability to learn new systems and procedures, adapting as you go
  • Knowledge of marketing will be an advantage but not essential
  • Motor trade experience is not essential but this would be an added advantage

What they can offer you?

£25,000 - £27,000 basic

Monday - Friday (8:30am - 5:30pm or 8am - 5pm)

1 in 3 Saturdays

20 days holiday

Pension Scheme

HCP International is acting as an Employment Agency in relation to this vacancy.

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