Sopra Steria
Customer Experience Manager (Call Centre)
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Are you passionate about developing people, delivering outstanding customer experiences, and building a high-performing team from the ground up?
We're looking for a Customer Experience Manager to join our brand-new contact centre operation in Newcastle. This is an exciting opportunity to play a key role in establishing and shaping a new team, leading a group of Customer Experience Specialists and helping create a positive, customer-focused culture from day one.
You'll be joining a growing operation with ambitious plans for expansion, where people come first. Working closely with colleagues, leadership teams, and agency partners, you'll help develop, motivate, and support your team to deliver exceptional customer outcomes while fostering a collaborative and engaging working environment.
This role is currently office-based in Newcastle to support the launch of the new operation, onboarding, and face-to-face training. As the site grows and matures, there may be opportunities for hybrid working in the future.
What you will be doing:
- Leading, motivating, and developing a team of Customer Experience Specialists to deliver excellent customer service outcomes.
- Creating an engaging team culture through regular team meetings, one-to-ones, coaching, and wellbeing support.
- Managing team performance against service levels, quality standards, and customer expectations.
- Supporting colleagues through feedback, coaching, and development conversations to help them succeed.
- Overseeing people management activities, including absence management, HR processes, and performance discussions.
- Building strong relationships with internal stakeholders and recruitment agency partners to support the growth of the operation.
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What you'll bring:
- Proven experience leading teams within a contact centre, customer service, or operational environment.
- Strong people leadership skills with a passion for coaching, mentoring, and developing others.
- Experience managing performance, service levels, and customer-focused outcomes.
- Excellent communication and stakeholder management skills.
- The ability to create an engaged, motivated, and inclusive team culture.
- Strong organisational skills with the ability to balance people, customer, and operational priorities.
It would be great if you had:
- Experience supporting the launch, growth, or transformation of a contact centre operation.
- Experience managing temporary or agency-supplied colleagues.
- Knowledge of workforce planning or resource management within a customer service environment.
If you are interested in this role but not sure if your skills and experience are exactly what we're looking for, please do apply, we'd love to hear from you!
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Although this role is advertised as full-time, we believe that flexibility at work can promote work/life balance, increase your motivation, reduce stress, and improve performance and productivity. We support different ways of working and can offer a range of flexible working arrangements. So, if you’re interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible.
Loved reading about this job and want to know more about the sector?
Our Specialist Private Sector team are experienced in a range of different markets including Banking, Insurance, Retail, Travel, Transport, and Utilities. We help our customers develop, deliver, and operationalise their digital transformation strategies. We work in true partnership with our customer, gaining a deep understanding of their business and technology issues.
Our capabilities and credentials across Private Sector markets enable the design, delivery, and management of business transformation programmes. We help our clients respond to changing customer demands, keep ahead of the competition, and safeguard their systems from evolving business and technology risks.
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