JOB TITLE: Contact Centre Manager; Customer Services Manager


Industry : Commercial & Finance Job Location : Hemel Hempstead
Job Reference : 10070SB Job Category : Call Centre and Customer Service
Employment Type : Permanent Posted : 17/10/2013
 
Salary & Benefits : £25000 - £30000 per annum
 
Experience Required : See Job Description
 
Education Required : See Job Description



Please note you must be permitted to work in the EC to apply for this job.

Job Summary

Job Title: Head of Contact Centre (B2C) Location: Hemel Hempstead Salary: £25,000-£30,000 plus bonus The Role: As the Contact Centre Manager you will be responsible for managing the Customer Contact Centre to ensure excellent customer service is maintained. Based in Hemel Hempstead.


Job Description

Job Title: Head of Contact Centre (B2C)
Location: Hemel Hempstead
Salary: £25,000-£30,000 plus bonus

The Role:

As the Contact Centre Manager you will be responsible for managing the Customer Contact Centre to ensure excellent customer service is maintained. Based in Hemel Hempstead, the main duties will include:

* Communicating courteously with customers by telephone, email, letter and via social media channels
* Investigating and solving holidaymaker complaints in a timely manner
* Producing customer service statistical reports and trends on a weekly basis to ensure improvements are made
* Management of Facebook pages to include regular business updates and responding to enquiries
* Driving and develop key performance indicators (KPI's)
* Ensuring KPI's are met
* Direct line management of the contact centre team including recruitment, training, leading and supervising the team and appraisals
* Liaise with internal departments to drive customer service improvement

The Candidate:

Previous Customer Service management experience with social media response experience is required. A degree in Marketing, Business or equivalent is preferable. The successful Leisure Development Manager must be able to demonstrate the ability to work within people at all levels and the ability to work under pressure is required.

The Company:

This is a great opportunity to join one of the fastest-growing leisure organisations within the UK. You will have the opportunity to work within a growing team and make a difference to the company objectives.


Job Keywords

Contact Centre Manager; Customer Services Manager; Hemel Hempstead; B2C; Social Media



Bluefire Consulting is an equal opportunities Employment Business/Agency specialising in Call Centre and Customer Service recruitment on a UK wide basis.

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