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Customer Service Call Centre Manager - Stratford, Stratford-upon-Avon
Client: Axis Europe
Location: Stratford-upon-Avon
Job Category: Other
EU work permit required: Yes
Job Reference: 364201b94c3a
Job Views: 5
Posted: 25.08.2025
Expiry Date: 09.10.2025
Job Description:
Role
The Customer Service Call Centre Manager will oversee the daily operations of the call centre, manage performance and behaviors of Customer Service Advisors, and support complaint handling to ensure high-quality service. The role involves coaching, developing the team, managing KPIs, and supporting business change initiatives to enhance customer experience.
Key Tasks / Activities / Responsibilities
* Promote customer service excellence and act as the point of contact for dissatisfied customers.
* Monitor and report on customer service KPIs, aiming to exceed satisfaction targets.
* Support staff training, recruitment, and performance management.
* Manage call centre operations, including real-time call monitoring, quality assessments, and resource planning.
* Support complaint management, trend analysis, and reporting.
* Ensure compliance with policies and contribute to continuous improvement.
Key Knowledge
* Experience with complaint handling, customer service standards, and call centre metrics.
* Knowledge of performance management and business change processes is desirable.
* Proficiency in Microsoft Office Suite.
Key Skills
* Excellent customer service, communication, and interpersonal skills.
* Ability to work independently and as part of a team.
* Strong organizational and planning skills.
Key Experience
* Management experience in a call centre environment.
* Experience with complaint resolution and customer relationship building.
Other Key Information
* Willingness to travel and work at various locations.
* Ownership of an Android or iOS mobile phone (BYOD).
* 22 days annual leave, increasing with service.
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