Contact Centre Manager Full Time NEW

Company Description

Claimsmiths is dedicated to delivering expert legal advice and achieving outstanding results for clients, leveraging decades of litigation experience. We prioritise advocating for consumer rights and supporting individuals affected by personal data breaches, among other legal matters. Known for our commitment to excellence, we focus on providing tailored solutions where they are most critical. Our team is driven by a passion for justice and a commitment to making a tangible difference in the lives of our clients.

Role Description

This is a full-time hybrid role for a Contact Centre Manager, based in Manchester with some flexibility for remote work. The Contact Centre Manager will oversee daily operations, manage staff, and ensure the delivery of outstanding customer service. Responsibilities include monitoring performance metrics, implementing strategies to improve contact centre efficiency, optimizing customer satisfaction, and ensuring compliance with organizational goals and standards. The role also involves leading and motivating a team to meet and exceed service targets. We are looking for somebody who can manage a small team, work closely with the Head of Legal and assist in the growth of new business.

Qualifications

• Expertise in Contact Centre Management and Contact Centre Operations
• Strong skills in Customer Service and a commitment to Customer Satisfaction
• Excellent Analytical Skills for evaluating performance and identifying areas for improvement
• Effective leadership, team-building, and people management skills
• Proficiency in using contact centre software and technology
• Ability to work well in a hybrid environment with strong time management and organizational skills
• Experience in legal, customer advocacy, or related industries is a plus