Call Centre Manager

Call Centre Manager

Suits Me Limited

Office based, Manchester City Centre M3 2LF

£35,500 per year + opportunity to earn good bonus.

Benefits: 6 weeks paid holiday + bank holidays, performance bonus, company pension scheme. Exciting opportunities for career growth and advancement within the company.

Job Type: full-time, permanent

We are seeking an experienced and dynamic Call Centre Manager to join our team in Manchester City Centre. As a Call Centre Manager, you will be responsible for overseeing a team of inbound customer service representatives, ensuring the highest level of customer satisfaction while achieving company goals.

Key Responsibilities:

* Manage the day-to-day operations of the call centre, including managing rotas, handling escalated customer calls, and ensuring smooth operations.

* Manage, motivate and inspire team members to consistently meet and exceed performance targets and KPIs.

* Lead the recruitment process for new team members, conducting interviews and selecting candidates who align with our company values and culture.

* Conduct regular performance appraisals and provide constructive feedback to team members to support their professional development.

* Handle disciplinary matters when necessary, ensuring fair and consistent enforcement of company policies and procedures.

* Collaborate with other departments to streamline processes and improve overall efficiency and customer satisfaction.

* Maintain a positive and inclusive work environment that fosters teamwork, creativity, and continuous improvement.

About you:

* Proven experience in a call centre management role, preferably within a fast-paced environment.

* Strong leadership skills with the ability to inspire and motivate a team towards achieving common goals.

* Excellent communication and interpersonal skills, with the ability to effectively interact with team members and customers at all levels.

* Ability to handle escalated customer issues with empathy and professionalism, ensuring satisfactory resolution.

* Solid understanding of call centre operations and best practices, including workforce management and performance metrics.

* Experience in staff recruitment, training, and development.

* Proficiency in Microsoft Office Suite and call centre software applications.

About Suits Me:

Suits Me is an ethical and cutting edge fintech business based in a rural setting near Knutsford, Cheshire. We are an award-winning alternative banking solution with financial inclusion and equality of opportunity sitting at the heart of the business.

Suits Me operates within both B2B and B2C sectors in the UK and is currently working towards European expansion.

For our account holders, we offer an alternative to traditional bank accounts with a contactless Mastercard, a full range of features and cashback rewards. For businesses, Suits Me offers a payment solution providing the UK’s only specialised client portal allowing recruiters and employers to open accounts for their employees and candidates within minutes.

If you are a motivated and results-driven individual with a passion for delivering exceptional customer service, we want to hear from you! Please submit your CV and cover letter detailing your relevant experience and why you are the ideal candidate for this position