Job Description

Do you have contact centre management experience? Do you have a background in training and coaching a customer service team to offer the best possible service?

If so, this could be the perfect role for you.

Working at the company`s site in the Liverpool city centre, you will be an excellent communicator and have strong leadership skills to manage a social media team of customer service advisors to provide a first class for customers to have a outstanding journey.

Benefits for this role include:

A competitive salary of up to £28k depending on experience + bonus
37.5 hours per week, Flexible hours Monday - Friday, Weekend on call, Late and Night shifts when required
Competitive annual bonus schemes
25 days annual leave
Health insurance after 2 years of permanent service.
Local discounts and product discounts scheme.

Key responsibilities in this role will include:

Through strong leadership, manage a team of Customer Service Associates to provide a first-class customer contact and customer journey.
Resolving queries Right First Time in a prompt, friendly and professional manner.
Coaching, developing and motivating the team to maximise performance and meet targets
Manage the staff for a 24/7/365 operation
Build and promote a positive work culture, which promotes the delivery of excellence
Providing a value-add service that enhances the customer experience and builds our brand and service reputation
Channelling communication to ensure key stakeholders are kept abreast of the campaign performance and challenges
Proactively identifies and creates opportunities to improve the customer experience through continuous evaluation
Identifying, highlighting and escalating any service-related issues, incidents or trends
Delivering and maintaining both individual and team targets
Flexibility in hours of work/shift patterns - requirement for limited On Call Working over weekends on a rota basis

In order to apply for this role, you must have the following experience and competencies:

A background within performance management role ideally within a contact centre.
Multi-Lingual in German is desirable but not essential.
Have previous experience of working in a fast-paced high performance culture.
Be self-motivated and be very goal driven.
Ability to work under pressure towards deadlines.
Ability to make decisions and change the influence of others.
It would be expected that you are fully flexible to work both at home and from the office with limited requirement to be on call.

If you fit the above criteria, please apply directly and to speed up your application, complete our pre-registration link on https://registrations.brookstreet.co.uk/full-registration.aspx

If you require additional information, please call Alexandra on 07483 936 793 or alternatively send across to this e-mail on