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Contact Centre Manager

Posted 23 November 2022
Salary £50,000
LocationSunderland
Job type Permanent
DisciplineContact Centre
Contact NameMatt Lazenby

Job description

Gentoo is looking to appoint a Contact Centre Manager to a newly created role to lead their exciting journey to transform their Contact Centre services and experience for Tenants.

Putting Tenants at the heart of everything they do, they are striving for their Contact Centre to provide a best in industry, quality, and efficient service.  This is a fantastic opportunity for a people-centric leader with a proven track record of managing multi-disciplinary contact centre teams through change, ideally within a highly regulated industry. 

Bringing extensive experience, industry best practice ideas, and innovation this will be a critical role responsible for the Group’s contact centre and 24/7 concierge services delivering an excellent Tenant experience aligned with the Group's vision and values. 

The benefits  

In addition to a basic salary of £50,000, you will benefit from flexible working, 29 days annual leave + BH, and an excellent benefits package, working 36 hours per week over 4.5 days between the hours of 08.30 am - 17.00pm Monday to Thursday, and 08.30am – 12.30pm Friday. 

The role 

You will lead and manage the Group’s Contact Centre and 24/7 Concierge service to: ·      

  • Recommend and determine the optimum operating model and KPIs to deliver quality services for our Tenants. ·      

  • Collaborate and build professional relationships across the Group to drive holistic service delivery.·      

  • Encourage a culture of empowerment and autonomous working within the teams. ·      

  • Be closely involved in the Group’s implementation of new technology (Salesforce) ensuring colleagues are involved and engaged in changes to ways of working at each stage of the process.·      

  • Analyse data to change and drive optimum service delivery including workforce planning requirements and trend analysis.·      

  • Measure and monitor Tenant Satisfaction and take appropriate actions as needed.·      

  • Ensure the 24/7 Concierge service and Group's Control Room site and practices comply with SSAIB requirements and that the service remains audit-ready and compliant at all times.           

If this sounds like the next step in your contact centre career then 'apply now' and a member of our team will be in touch.