About The Role
Contact Centre Manager
Hereford, England, United Kingdom
Type: Permanent
Working Pattern: Onsite, Monday - Friday
Who Are We?
MandM is one of the biggest employers in Herefordshire and one of Europe’s leading online, off-price retailers, selling branded Fashion, Sport & Outdoor products for Men, Women and Children.
We offer our customers fantastic value by partnering with companies who we have built long term relationships with, enabling us to offer our customers big household names and up-and-coming brands, giving fantastic value all year round.
We are located in the heart of Hereford City Centre in our brand new, state of the art office. The modern, stylish workspace was designed to encourage collaborative working, teamwork and creativity - everything that MandM is all about.
As our business continues to grow we are recruiting for a talented Contact Centre Manager o join our growing team. Why not come be a part of our journey to success and take advantage of all MandM can offer you!
The Role Scope
The Contact Centre Manager is responsible for the strategic direction, operational success, and financial performance of the contact centre. Leading the department to ensure the delivery of world-class customer service across multiple channels (messaging, email, chat, social).
The role requires a balance of high-level strategic thinking to drive improvements in efficiency and customer experience, alongside the ability to lead and inspire a team of managers and operators.
Success in this role requires a data-driven approach, a good understanding of business processes and systems, along with experience in managing change to optimise performance and efficiency. An ability to work cross functionally within the organisation, build mutually beneficial relationships, manage and implement change, and enhance how we interact with our customers.
An experienced leader, with a proven track record of managing and developing high performing engaged teams; evidenced by solid results, performance metrics, and the positive outcomes of the teams.
✨Role Key Responsibilities:
1. Deliver a best-in-class customer care experience
2. Leading, motivating and developing the contact centre team
3. Act as the business owner for contact centre technology and processes
4. Define and implement an operational roadmap to ensure the centre scales effectively with business growth, operational efficiency targets and required business outcomes
5. Review existing systems and processes to develop and enhance the contact centre operation
6. Oversee daily operations to ensure service levels and response times meet company targets across all channels
7. Define data analysis requirements and assess data to optimise team performance and identify opportunities for improvement
8. Manage our tone of voice across contact centre communications in line with Brand guidelines
9. Foster a culture of continuous improvement through market research, new innovations, and best practice, to implement within the team
10. Review and update processes and materials to ensure best in class training is delivered to new and existing Contact Centre staff
11. Manage the contact centre budget, resource planning and staffing models to drive efficiency and customer service targets
12. Partner with digital product teams to integrate customer experience standards into the digital customer journey
About You
✨Skills & Competencies
13. Extensive team leadership and team development experience
14. Full project life-cycle and change management experience
15. Financial acumen and analytical skills
16. Strategic thinking and decision-making, along with the ability to develop and implement an emerging strategy
17. Strong cross functional relationship building skills
18. Excellent communication skills and able to articulate ideas in a concise way