Call Centre Manager wanted in | Currie Motors

Call Centre Manager – Currie Motors Isleworth TW7 6DS

We are looking for a customer focused and successful Call Centre Manager to join our newly established call centre. Responsible for coordinating all incoming and outbound calls, together with the booking and scheduling of service and repair work throughout the group. Ensuring that first class customer service standards are met, whilst maximising business opportunities.

As the Call Centre Manager, you will manage a small team with responsibility for driving their performance, whilst ensuring quality standards are met. You will also look after the day to day managerial aspects. You will put the customer at the forefront of everything you do, whilst demonstrating your leadership skills.

Your key responsibilities:

Establish and review performance targets and service levels, identify key trends whilst improving quality and efficiency. Promote company ethos and improve customer retention.

Drive and develop quality monitoring and customer satisfaction programmes to grow core skills and behaviors within the team and measure customer satisfaction levels.

Manage and coordinate the activities within the call centre. Ensuring queries and issues raised from customers are accurately recorded and responded to promptly and efficiently.

Ensure promotions and procedures are regularly reviewed, updated and communicated effectively.

Produce timely management information that accurately monitors all customer service activities.

To be considered for this role you must have a credible knowledge of managing people, have a proven track record in improving results, alongside delivering outstanding customer service and quality.

Person specification

Previous Call Centre management and coaching experience

Proven track record in driving results

Proven track record in motivating a team

Excellent time management skills

Good knowledge of Excel, Word, PowerPoint and Outlook

Excellent communication skills both verbal and written

Ability to communicate effectively at all levels both internally and externally

For the role of Call Centre Manager, we are offering a competitive salary.

A pension, 22 days starting holiday plus bank holidays (increasing on tenure) Car discounts & schemes, Childcare vouchers, Eye care vouchers, Life assurance, and Long service awards.

Hours of work Monday to Friday 8am – 6pm

Ref:

Working hours Working Hours
Location Toyota Isleworth
Salary Salary
Benefits Benefits
Closing date 30/11/2017
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