Customer Services Manager

Customer Performance Leader

Ref: 3850| Posted: 9th Apr 2019

This vacancy is now closed


Customer Performance Leader, Customer Contact

Salary: up to £33,000/ annum

Locations: Chippenham

Full time

May be required to work these hours at any time on Monday to Friday between 8.00am and 8.00pm (with a lunch break of 1 hour normally taken between 12.00 pm and 2.00 pm) and/or on Saturdays between 8.00am and 6.00pm

Role Summary

This role will be responsible for the team and business performance within the Customer Contact team. Working as a team player you will motivate and support your team of agents and colleagues in driving the team to achieve ambitious performance levels. During a time of change and preparation for growth this requires an experienced, strong and inspirational leader.

Main accountabilities:

• Driving a positive and motivated work environment which will be reflected within team engagement scores

• Develop Advisor and Team Coach capability, knowledge and confidence, using dynamic and constructive coaching and feedback, to support delivery of team and business KPIs

• Delivering team 1-2-1s and coaching to support performance improvement

• Call marking for quality purposes ensuring the correct level of service is being delivered by the teams

• Managing the day to day workload of the team and ensuring delivery to achieve and exceed SLAs

• Confidence to act quickly tackling concern areas through constructive and objective focused conversations

• Identifying knowledge and performance gaps in both the team and the business and providing clear and impactful solutions

About you

This role requires a positive, self-motivated, driven, people person who is passionate about delivering World Class service. You will have significant experience supporting and developing teams within a service driven environment and delivering on stretch KPI targets that support organic business growth. Commercially aware you will be capable of data driven decisions that positively impact both the teams and our customers.

You will have excellent stakeholder skills and be confident in quickly forming effective working relationships across a diverse organisation helping to positively promote the Contact Centre.

Knowledge, Skills and Experience:


  • Experience working in a leadership role
  • Performance management and planning experience
  • Strategical and analytical thinker who can interpret data and translate to any audience
  • Ability to positively lead a team through organisational change
  • Strong communicator who can successfully deliver messages and information to any group size at all levels of the organisation
  • Clear understanding of different learning styles and coaching techniques
  • A proven ability to impact performance through effective coaching
  • Good understanding of HR processes and demonstrable experience in following these
  • Motivated, positive, confident and personable


  • Process improvement, mapping and documenting
  • Recruitment experience
  • Knowledge in the Energy Industry


The C&D Group are acting as an employment agency in regards to this role