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Manager – Customer Contact Team (CCT050)

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Manager – Customer Contact Team (CCT050)

Added 1 month ago


To manage, develop and motivate the Customer Contact Department at Fletchers




  • Manage the daily running of the call centre including effective resource planning
  • Set & meet performance targets for call handling & conversions
  • Monitor random calls to improve quality, minimise errors and track Team Member performance
  • Preparation of key reporting for the business and the teams
  • Handling of customer complaints and any escalated issues
  • Coaching, motivation & retention of the team
  • Forecasting and analysing data and planning on a weekly & monthly basis
  • Understanding of all services offered and maintaining relationships to ensure aligned with the wider business needs at all times
  • Coordination of team recruitment requirements
  • Liaison with Team Leaders and Team Members to gather information to resolve any issues




  • Previous supervisory experience preferably in the call centre environment.
  • Strong organisational skills
  • Excellent communications skills, written & verbal
  • Strong interpersonal skills to be able to deal with people at all levels
  • Attention to detail
  • Excellent time management
  • Complaint handling and quality assessment
  • Ability to problem solve, and analytical skills to interpret data and trends,
  • Interpreting and producing management reporting
  • Leadership skills and ability to motivate & develop team members
  • Strong customer focus
  • The ability to work under pressure, manage time effectively and work on own initiative
  • Confidence & good business sense
  • A focused and self-motivated approach to work
  • A flexible attitude & ability to manage change
  • An ability to set, meet & exceed targets.





  • Some knowledge of Proclaim or similar case management system
  • Informing development of guidance for ways of working and coaching of more junior Team Members
  • Understanding Fletchers Ways of Working, and how to conduct daily stand ups and mentoring
  • We reserve the right to close this role before the date shown depending on volume and calibre of candidates.

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