Contact Centre Team Manager - #1696707

At BUUK Infrastructure, our vision is to be the leading utility partner to accelerate the UK towards net zero for all our customers. Our group of companies has been the major drive for change and innovation over 30 years.

We provide a supportive environment that is committed to enabling our people to be the best – ensuring they feel proud to be themselves and part of BUUK Infrastructure.

We are looking for a Contact Centre Team Manager who would like to help us reach our mission to “earn customer loyalty and drive business growth by providing consistently excellent service”.

Our modern contact centre office is based in the centre of Cardiff, a close walk from both train and bus links along with many shops and cafes. We currently have a rota to cover our contact centre's opening hours (8am to 8pm Monday to Friday and 9am to 5:30pm on Saturdays, Sundays and Bank Holidays). We also offer a Hybrid working policy following completion of training.

As the Contact Centre Team Manager your key responsibilities are

• Lead, coach and develop a team of Customer Service Advisors in delivering exceptional customer service
• Identify skills gaps and potential process improvements to increase performance of your team and the service to our customers
• Support Advisors with dealing with challenging situations and take ownership of complaint handling where required
• Day to day management of the Contact Centre’s workflows
• Collaborate and foster relationships with the wider business, and actively engage in staff and customer engagement activities
  
  

About You

• Proven experience of leading a Contact Centre team, with good knowledge of technologies and a thorough understanding of performance metrics
• Effective leadership skills with proven experience of coaching and developing team members
• Ability to drive change and continuously look for improvements
• People focused with a passion for customer service
• Excellent communicator who can build relationships at all levels
  
  

What Can You Expect From Us

• At least the cost of living pay increase every year
• An additional £1600 per year shift allowance
• Company pension contributions up to 10% if employees contribute 5%
• 33 days holiday (which includes an allowance for bank holidays) with the ability to purchase an additional 2 weeks
• Enhanced maternity, paternity and adoption pay
• To say thank you, each time you successfully refer someone you will receive a referral payment of £1000 (net of tax)
• Hybrid working for eligible roles
• Development opportunities to reach your career aspirations
  
  

BUUK has an award-winning culture. We care about your wellbeing and safety as we all deserve the right to go home safe, every day. We are proud to be an equal opportunity employer, we respect each other and advocate for equity, diversity and inclusion in all we do. Please ask us about flexible working options.

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