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Digital Contact Centre Manager

Digital Contact Centre Manager

  • Location

    Nottinghamshire

  • Sector:

    Customer Service

  • Job type:

    Permanent

  • Salary:

    £40000.00 - £45000.00 per annum

  • Contact:

    Claire Gregory

  • Contact email:

    claire.gregory@cherryprofessional.co.uk

  • Job ref:

    BBBH16217_1574786386

  • Published:

    11 days ago

  • Expiry date:

    2019-12-26

  • Startdate:

    ASAP

  • Consultant:

    Claire Gregory

Digital Contact Centre Manger - Grantham - Permanent - £40k-£45k

Cherry Professional are currently recruiting for a Digital Contact Centre Manager on behalf of an established financial organisation in the Grantham area. This is a unique opportunity in a newly created role where you will be responsible for supervising, supporting and motivating a team and delivering a customer focused service at all times.

Main responsibilities:

- Lead and motivate the digital customer service team (helpline and assessment functions) to deliver exceptional customer service.

- Developing a culture of excellence, encouraging the team to thrive to improve, implementing performance reviews and coaching culture to enhance the customer service and the team's motivation.

- Working towards defined goals for improving digital engagement, reducing answer times and increasing the volume of cases into business.

- Defining and implementing a successful contact strategy for new digital leads from all referral sources.

- Researching new ideas for digital communication (eg: AI, social media etc)

- Analyse and interpret all statistical data to track KPIs, working closely with the marketing and data analyst teams to create regular reports.


Experience required:

- Experience of working and managing in a multi-channel contact centre

- Experience of coaching and developing a team with a good ability to motivate people

- Good knowledge of WhatsApp, Live Chat, email and automated communication processes

- Excellent written and verbal communication skills

- Proactive approach to building strong relationships


Cherry Professional are advertising this role on behalf of the client.