Contact Centre Team Manager

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 Managerwho would like to help us reach our mission to earn customer loyalty and drive business growth by providing consistently excellent service.

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 Centres workflows

Collaborate and foster relationships with the wider business, and actively engage in staff and customer engagement activities

Current shift patterns fall between 08:00 20:00 Monday Friday, including some Saturdays 09:00 13:00

About you

Experience of leading a Contact Centre team, with good knowledge of technologies and 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

Company pension contributions up to 10% if employees contribute 5%

33 days holiday including bank holidays with the ability to purchase an additional 10

Enhanced maternity, paternity and adoption pay

£750 net of tax to refer friends and family

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.

For more information please contact our resourcing team on 01359 308260.

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