Working for a Nation Wide, fast growing Company based in Bristol City Centre. To lead the development of customer contact centre team through the effective use of resources, with responsibility for setting and meeting customer service targets, as well as planning areas of improvement or development. 


- Managing the daily running of the call centre

- Ensuring all incoming calls are answered within agreed contact KPIs

- Achieving individual and collective call productivity targets daily

- Resolving all Customer queries to ensure 100% customer satisfaction

- Handling the most complex customer complaints or enquiries

- Fully understand legislation relating to Customer Accounts including that effecting TDPS

- Analyse performance statistics and make decisions on the basis of these statistics

- Setting and monitoring performance against targets for call administration

- Develop rota systems to insure we meet sales and customer needs at all times, paying   special attention to cyclical call volume.

- Review the performance of staff, identifying training needs and planning training sessions

- Recognise and reward core process and business systems compliance, while challenging and addressing non compliance

- Be the driving force in insuring customer service levels are consistent with city team service levels

- Provide a bridge between city teams and the Customer Contact Centre

- Record statistics, user rates and the performance levels of the centre, preparing reports for City teams

- Provide an expert support line for city teams looking to advise and, where appropriate, resolve Customer Account queries





Please send you CV to jill.squire@hays.com



Essential

- Educated to Degree level

- Experience of managing in a contact centre environment with high call volumes

- Experience of communicating directly with consumers

- Computer literate



Desirable

- Proven track record of achieving targets: sales, customer feedback and experience of working in Customer Accounts

- Experience of improving customer service levels through training, shift management and direct line management






Hays Contact Centres is a trading division of Hays Specialist Recruitment Limited and acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk

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