Job Description
Contact Centre Team Manager – Account Manager
Working Monday to Friday, 37.5 hours per week.
£32,926 plus a competitive bonus structure.
We are currently recruiting an Account Manager Team Manager to join the Account Management team in our Tamworth Contact Centre. This could be a hybrid opportunity for the right person.
Typical Responsibilities
- Directly manage and motivate a team of up to 12 Account Managers, developing each to their maximum potential.
- Support the Operations Manager in delivering the strategic plan for the department, including participation in projects as required.
- Identify opportunities to improve revenue and customer experience.
- Energise the team to fully participate in incentives and process improvements, ensuring clear goals.
- Coach, advise, coordinate, and deliver as part of the team manager role.
- Explain goals and objectives clearly and communicate important messages to teams.
- Set KPIs aligned to business objectives, covering sales, service, cost, employee engagement, and customer satisfaction.
About You
- Natural people person and problem solver with a drive to deliver results, with minimum 2 years’ experience as a team manager or supervisor in a contact centre, managing a sales‑based team.
- Results‑oriented, confident, self‑motivated, positive attitude, strong commercial awareness.
- Customer‑centric approach to business in all dealings with customers, peers, staff, and suppliers.
- Proactively gives and acts on feedback, champions a coaching culture.
- Computer literacy, confident user of Microsoft Office applications (Excel, Word, PowerPoint).
- Excellent communication, influencing and negotiation skills, written and verbal.
- Outstanding planning and organisational skills, ability to work under pressure and prioritise in a deadline‑driven environment.
- Role model Brakes values at all times.
- Builds and maintains good working relationships at all levels.
- Leads, inspires and promotes confidence within a team.
- Exceptional customer handling skills and strong problem‑solving capabilities.
Benefits
- A competitive salary.
- Huge discount on all sorts of food and award‑winning products.
- Generous holiday allowance, with the option to purchase more.
- Recognition awards and incentives.
- Pension.
- Real career opportunities as part of Sysco, the world’s leading foodservice business.
Additional Information
At Brakes everyone is welcome. We are committed to fostering a diverse and inclusive culture where everyone has a voice and the same opportunities. We focus on potential as well as experience and support applicants through the recruitment process.
