What Add job title, key skills
Where Add location, town,city
10 miles
Start a New Search

Service Delivery Manager - Contact Centre

Southend-on-Sea, Essex, England

£35k - 50k per year


We are recruiting for an experienced Service Delivery Manager to work for an extremely successful and growing contact centre in central Southend. You will be working for one of their major retail clients so you must be enthusiastic and passionate about delivering excellent customer service and ensuring the highest level of customer satisfaction.

You will be heading up a large team, which in peak can double, you will be supported by Team Managers who will look after the day to day running of the team, and seniors who will support the team managers where necessary and in their absence. Each Team Manager will, on average, manage between 10-15 advisors with the help of Senior Customer Service Advisors.

You will be ensuring your Team Managers engage and support all employees, you will need to build a successful leadership approach ensuring respect and trust across your team.

You will have:

  • The right to work legally in the UK
  • A desire and genuine passion for delivering excellent customer service ensuring an empathic approach
  • Outstanding social service etiquette, with the ability to be versatile in your approach to adapt your style for each customer
  • Excellent leadership and communication skills
  • A diverse skill set covering all People, Account, Client Management and Development
  • Have a real enthusiasm about joining this fantastic organisation and developing your career with them

Essential attributes:

  • Experience of working in a customer facing environment
  • Experience of managing and leading a team
  • Experience of developing your team and leading on KPIs
  • Significant knowledge of end to end service delivery in a customer contact centre environment
  • Understanding of 24/7 service delivery culture and requirements
  • Experience of Account/Relationship Management

Desirable but not essential:

  • Experience of working in a contact centre environment
  • An understanding of the retail market
  • An understanding or keen interest in social networking
  • Knowledge of ACD (Automatic Call Distribution) phone systems

Main duties:

  • Overall ownership of a team of Team Managers and managing the operational relationship with the Senior Stakeholders of the client. Be timely, efficient and professional in all aspects of your role
  • Ensuring coaching, mentoring, training and development targets are met, including 121's and any training needs
  • Ensuring that team service levels are met or exceeded through effective execution of performance management to include SMART target setting, coaching, mentoring, training, personal development, personal improvement plans and disciplinary action plans
  • Design and run with the team managers motivational incentives on a daily, weekly or monthly basis
  • Provide inspiration to the team through effective leadership, motivation, encouragement, empowerment and pro-activity to achieve targets inclusive of client and internal targets such as absenteeism and attrition
  • Ensure effective and consistent communication throughout the team for all briefing items
  • Regularly spot check knowledge with tests holding team meetings for team feedback
  • Work with HR in managing performance or disciplinary meetings and work closely with the Recruitment Manager giving feedback and analysis on new advisor intakes to have input into continuously improving successful advisor profiling
  • To consistently deliver optimum levels of quality and service at all times and actively create trust with the customer demonstrating an open and honest approach. Be mindful of your tone and adapt to suit customers' needs
  • To use initiative and raise any operational, technical or sensitive concerns as soon as they are identified to ensure rapid resolution by in-house departments
  • Understand how your role fits into the client account structure as well as the wider organisation
  • Ensure all written and verbal communication will be reflective of the client's brand and values with the tone being friendly, supportive and acknowledging all the customers concerns whilst respectfully offering a solution or seeking further clarification
  • Responsible for coordinating the delivery of on-going services to the customer
  • SLAs achieved to a high level of customer satisfaction and improve in line with customer agreements
  • Ensure application service availability, reliability and quality drives
  • Efficient incident management and problem resolution through various support organisations
  • Act as a key influence to ensure service is at the forefront of technology
  • Build a personal relationships with clients, internal services and relevant client service providers and proactively provide status updates
  • Monitor and implement customer satisfaction initiatives - CSAT
  • Communication around issues and opportunities - getting things done, making things happen
  • Collaboration with senior members of account management and growth
  • Building and delivering service reporting and produce performance monitoring reports based on SLAs
  • Profit & Loss for the on-going service

As a Service Delivery Manager you will have the full support of the senior management team and will be given full training. They offer all our employees a wide range of benefits as we like to look after our staff, they including staff discounts on various retailers, in-house masseuse, opportunities for development and progression. For further information contact Kim Baker, ENS Recruitment Westcliff or apply today.

Posted 11 days ago

report job
Similar Jobs