Service Centre Manager (12 Months Maternity Cover)

Service Centre Manager (12 Months Maternity Cover)

Job Title: Service Centre Manager (12 Months Maternity Cover)
Contract Type: Contract
Location: Market Harborough, Leicestershire
Salary: Negotiable
REF: 897007
Contact Name: Poonam Sharma
Contact Email:
Job Published: over 1 year ago

Job Description

We have an exciting opportunity for an experienced Service Centre Manager who will be accountable for the delivery of excellent customer service to all customers ensuring key performance indicators are met.

This is a 12 month fixed term contract to cover maternity.

Duties and responsibilities:

  • Accountable for the overall performance of the Service Centre ensuring all targets are met/exceeded; including service levels, KPI's and quality monitoring
  • Ensure procedures are in place to achieve agreed targets, KPI's and quality monitoring
  • Provide inspiration to the team though effective leadership, delivering motivation, encouragement, empowerment and pro-activity to achieve the required levels of attendance and retention
  • Ensure the Service Centre remains a cost-effective function by maintaining cost controls
  • Maximise resource with a fluid and creative approach to Resource Planning utilising the annualised hours scheme
  • Identify resolutions for improvements in productivity and service quality and drive through change
  • Ensure the smooth running of the Booking Fulfilment team, whilst continually striving for improvement by reviewing processes, measuring productivity, appropriate and useful/visible MI and communicate effectively with all key stakeholders
  • Ensure all regulatory requirements are consistently met in line with local and international laws, terms and conditions e.g. Data Protection and PCI compliance
  • Identify repeat reasons driving calls and make recommendations to reduce post booking call volumes - e.g. IT development, process change etc.
  • Take responsibility for, and liaise with key technology providers to ensure a seamless service at all times to our customers and downtimes are kept to an absolute minimum
  • To manage the performance of all employees effectively, efficiently and within the law, including the ongoing review of staff performance, the identification of gaps in order to deliver improved performance, improvement plans, 1-2-1's and objective setting
  • Provide leadership, development and coaching of the team leaders and service advisers according to individual needs and business requirements
  • Implement a recognition process that acknowledges living our values, celebrates success, and provides regular feedback in a motivational manner
  • Support the growth of the team through effective recruitment and on boarding of new employees including recruitment, induction, training, development and succession planning
  • Ensure effective and consistent communication throughout the team, encouraging feedback in order to enhance the customer experience
  • To work effectively with peers to ensure that shared goals and objectives are met and exceeded

Skills and experience required:

  • Proven experience of working in a medium - large inbound and outbound Contact Centre
  • Proven leadership skills with an outstanding record of building, developing and motivating high performing teams
  • Proven experience of the effective management of teams including homeworkers
  • A passion for customer service with the ability to drive a culture of customer centricity throughout the centre; ensuring all actions result in added value for our customers
  • Previous experience of delivering to exceptional service levels and high quality
  • Strong understanding of contact centre technologies including telephony
  • Experience of formulating strategy in line with business needs
  • Experience of leading change within a fast paced and ever-changing environment and influencing cross functionally at a senior level
  • Commercially astute with the ability to influence and negotiate
  • Experience in the travel industry, with experience of working with GDS systems desirable but not essential
  • Excellent presentation and communication skills both verbal and written
  • Excellent interpersonal skills with the ability to build rapport and trust with both customers and colleagues
  • Experience of working in partnership with key stakeholders at a senior level
  • Committed, enthusiastic, positive, resourceful, tenacious and resilient
  • Ability to manage a high workload, prioritising tasks and delivering to timescales as required by the business
  • Decision maker - required to make decisions where time can be critical and information may be incomplete
  • Driven with a flexible approach to tasks and work hours

Hours of work:

  • Hours of work 37.5 per week - working on different shift patterns during the opening hours of the department
  • The opening hours are Monday - Friday 9am - 7pm, Saturday 9am - 5.30pm and Sunday 10am - 4pm

Salary and benefits:

  • Salary depends on experience
  • Pension 2 % Contribution
  • Staff discount
  • Free parking
  • 25 days holidays + 8 bank holidays