Customer Services

Contact Centre Manager – Welsh Speaking

Full Time Permanent


Are you looking to utilise your leadership skills in a role that will offer you the opportunity to work from home and to facilitate and oversee the quality of service that the company strives to deliver. We are looking for a Contact Centre manager to be a part of an ambitious organisation that works towards making a difference to people’s lives! 

Working with the Head of Operations and senior managers, you will form an integral part in driving a culture of continuous improvement to ensure that customer experience is at the heart of the teams' values.

As a Contact Centre Manager, your duties will be to:

Establish and maintain the contact centre new starter induction program with a meaningful competency sign off and handover process.
Develop a varied coaching strategy for the contact centre assisting Managers and Supervisors with delivery and focus through the regular presentation of call quality feedback and management of workshops.

Work with the Marketing Manager and Service Delivery Team Leader to look at quality across the departments and where improvements and customer stakeholder engagement is needed.

Understand customer needs internally and externally and understand the requirements to develop effective quality control processes.

Provide feedback to contracts on a regular basis via account reviews and mystery customer programmes and support the business in exploring opportunities for additional customers or revenue streams.

Look at quality across multiple channels and departments including voice, live chat and email, social media.

Preparing reports for management on where the contact centre has improved and where it could improve further.

Take responsibility for the ongoing training and development of all staff across the contact centre.

Providing customer feedback and internal compliance feedback to management.

Attend company management / board meetings as required.

To be considered as a Contact Centre Manager you must have:

Administration and ICT skills including Microsoft Office packages
Previous experience working within a managerial customer service environment

Ability to handle high levels of incoming calls 

Ability to converse in Welsh, both written & verbal

An ability to work under pressure, with good time management skills and the ability to meet deadlines

This is a Full-time permanent position that offers remote working, although some travel around Wales is required. Working hours are Monday – Friday (37.5 hours) although occasional evenings and weekends may be required. In return, you will receive a salary of up to £35,000 dependent on experience, a good holiday entitlement, company pension as well as other benefits.

As the role requires you to work from home, you will be provided with all the relevant IT equipment. 

If you have a passion for people and thrive in a customer focused role, then we would love to speak to you today!

Supertemps Limited is acting on behalf of our client as an employment business

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Tagged as: Jobs In Gwynedd