Socialbear®
Contact Centre Manager (B2C Customer Support)
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Location: Canary Wharf, London
Hybrid Working: 3 days in the office, 2 days working from home. Salary: £35,000 - £40,000 depending on experience.
Perks:
- Free wellness events
- Apple MacBook
- Team socials
- Monthly progression opportunities
- Fantastic Canary Wharf office
About the Role
Socialbear is looking for an experienced Contact Centre Manager to lead a team of 8–10 Customer Support Agents delivering phone and email support for our clients. You will take ownership of day-to-day Contact Centre operations, team performance, resource management, and client satisfaction, ensuring consistently high service standards. The role combines hands-on team leadership with client relationship management, working closely with Socialbear's Account Management and Senior Leadership teams.
Roles & Responsibilities
Contact Centre Management
- Lead and manage 8 - 10 Customer Support Agents across phone and email channels.
- Oversee daily operations, queue management, agent schedules, and resource allocation.
- Monitor and improve KPIs, including SLAs, CSAT, response times, and quality assurance.
- Manage complex customer escalations and resolve operational challenges.
- Ensure efficient service delivery while managing budgets and resource requirements.
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Team Leadership & Training
- Line manage, coach, and develop agents, taking responsibility for team performance.
- Conduct regular performance reviews, one-to-ones, and training sessions.
- Support recruitment, onboarding, and ongoing agent development.
- Maintain high standards of quality, productivity, and accountability.
Client Management
- Build and maintain strong relationships with clients as their operational point of contact.
- Attend client meetings and present service performance reports.
- Respond to client requests and proactively recommend service improvements.
- Report operational performance and client feedback to the Account Director.
- Support new client onboarding, renewals, and service development.
Operational Improvement
- Improve processes, workflows, and customer support systems.
- Enhance team productivity through AI, automation, and technology.
- Support new projects, service launches, and Contact Centre expansion.
- Work closely with Senior Management to identify opportunities for operational efficiency and business growth.
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About You
- 3+ years of experience managing Customer Support or Contact Centre teams.
- Proven experience leading teams of 8 - 10 agents or more.
- Strong knowledge of inbound phone and email customer support.
- Experience managing SLAs, KPIs, quality assurance, and customer satisfaction.
- Excellent leadership, communication, and organisational skills.
- Confidence managing client relationships and resolving urgent issues independently.
- Experience with Zendesk, Freshdesk, Sprinklr, Ringover, or similar platforms is desirable.
- Experience within an outsourced Customer Support or BPO environment is advantageous.
Why Socialbear?
Join a growing business combining human expertise with AI-powered customer engagement. You'll take ownership of a dedicated team, work with leading brands, and play a key role in developing Socialbear's Customer Support services.
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