Sopra Steria
Customer Experience Manager (Contact 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 our Newcastle Centre of Excellence office, 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.
Location: Newcastle
Security Clearance: BPSS
Salary: £33,000
Internal Recruiter: Rachel
Benefits: 25 days annual leave with the choice to buy additional days, health cash plan, paid volunteering days and carers leave, 4 x death in service life assurance and pension.
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!
We believe that flexibility at work can promote work/life balance, increase your motivation, reduce stress and improves 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.
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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.
We embrace difference as a source of creativity, innovation and competitive advantage and are striving to become a more diverse organisation. We welcome applications from people with a diverse variety of backgrounds and identities. We are committed to equality of opportunity for all and do not discriminate on the basis of race, religion, colour, gender, age, disability, sexual orientation or marital status. We have partnered with Vercida, the UK's largest diversity and inclusion focused careers site, where all our vacancies are available in an accessible format.
If you require any adjustments to the recruitment process, to enable you to perform to the best of your ability, please let us know when completing your application. We participate in the Disability Confident scheme and are committed to offering an interview to any candidate with a disability, who meets the minimum criteria for the role. If you believe this could apply to you, please let us know when completing your application.
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