[Hiring] Contact Centre Manager @Coventry Building Society Careers

Role Description

Our Customer Remote Contact Centre are looking for a Customer Service Manager to join them. This is an up to 12 month opportunity.

• Responsible for leading, coaching and inspiring a team of customer focused Telephone Advisors.
• Deliver a first class experience to our diverse range of customers.
• Respond to customer queries efficiently and accurately.
• Set a customer service focused vision and deliver high standards.
• Ensure the team are equipped to be subject matter experts.
• Provide a professional, effective and personal service to all customers.
• Coach, develop and ensure the team grow and achieve their personal development goals.
• Ensure the team are available to answer customer enquiries in a timely manner to meet department service levels.
• Adhere to Group processes, including verification and application processing.
• Be a point of referral for all Contact Centre advisors, particularly with complaint management, support resolution and coaching for improvement.
• Lead and own champion roles, such as being the point of contact for overall performance in the contact centre or recruitment.

Benefits

• 28 days holiday a year plus bank holidays and a holiday buy/sell scheme.
• Annual discretionary bonus scheme.
• Personal pension with matched contributions.
• Maternity, paternity and shared parental leave.
• Extensive wellbeing support.
• Life assurance (6 times annual salary).