Customer Contact Manager

This pivotal position as a Customer Contact Manager within the senior management team focuses on delivering exceptional service for both the client and its clientele by effectively managing the Customer Contact team (CCT).

Location: Romford

Salary: £55,000 per annum. 27 days holiday + bank holidays.

The Customer Contact Manager role involves leading, motivating, and optimising team performance through coaching, ensuring top-notch service delivery to clients and their customers, as well as supporting field agents.

You will directly manage team leaders, collaborating to enhance the Customer Contact Team performance. Your responsibilities also include meeting both Management and Client KPIs, fostering a target-oriented culture across the team and the broader business.

Core competencies of a Customer Contact Manager -

• Leadership
• Driving Performance
• Interpersonal Skills
• Stakeholder Management
• Change Execution and Embedment
• Effective communication

Skills & experience of a Customer Contact Manager -

Essential:

• Extensive experience of leading a contact centre team up to 50 FTE across more than one location and/or home working. (Ideally B2B or B2C).
• Evidence of previous leadership and achieving results through others/driving performance improvement through effective coaching.
• Data savvy and analytical to identify trends in activity.
• Adaptable, flexible, resilient and a champion for change.
• High levels of emotional intelligence and strong interpersonal skills.
• Strong communicator and proven ability to inspire, motivate, develop and support colleagues.

Desirable:

• Previous experience in the utility industry.
• Previous experience in the debt resolution and collections process.
• Evidence of driving a continuous improvement culture.
• Strong planning and organisation and able to work autonomously.
• Good work ethic with evidence of meeting deadlines and working within defined timescales.

If you are an experienced Customer Contact Manager and would like to apply for this role today, please upload your CV or contact Naomi on 07506 949615.

Vibe Recruit is acting as an Employment Agency in relation to this vacancy.