About Company
Hiring.zycto is at the forefront of delivering exceptional customer experiences, driven by innovation and a relentless pursuit of excellence. For a Customer Relations Manager, this means leading a dynamic call division that consistently sets industry benchmarks. We foster a collaborative environment where strategic thinking, empathy, and proactive problem-solving are celebrated, empowering you to shape our client relationships and drive success. Join us and elevate your career in a company truly dedicated to its people and purpose, within a supportive and forward-thinking culture.
Job Description
We are seeking a highly motivated and experienced Customer Relations Manager to lead our dedicated Call Division in Kirkstall, Leeds. This pivotal role requires a dynamic leader who can inspire a team, optimize operational efficiency, and champion an outstanding customer experience. As the heart of our customer interaction, the Call Division is crucial to our success, and you will be instrumental in shaping its future. You will be responsible for overseeing all aspects of our inbound and outbound call operations, ensuring that every customer interaction reflects our commitment to quality, resolution, and satisfaction.
Your day-to-day will involve hands-on leadership, strategic planning, and continuous improvement. We are looking for someone who can not only manage but also mentor, develop, and motivate a diverse team of customer service professionals. You’ll set clear performance objectives, monitor KPIs, and implement training programs to enhance agent skills and productivity. This role demands a strong analytical mind to interpret data, identify trends, and make informed decisions that drive service excellence and operational efficiency. You will be the voice of our customers within the company, advocating for their needs and collaborating with other departments to ensure seamless service delivery. If you are passionate about customer service, possess exceptional leadership qualities, and thrive in a fast-paced environment where your impact is tangible, we encourage you to apply. This is a fantastic opportunity to join a growing company and make a significant contribution to our customer success strategy.
Key Responsibilities
- Lead, motivate, and manage a team of customer service representatives within the Call Division.
- Develop and implement effective customer service strategies to enhance customer satisfaction and loyalty.
- Monitor team performance against key metrics (KPIs) such as call volume, resolution rates, and customer feedback, ensuring targets are met or exceeded.
- Handle complex customer escalations and complaints, providing timely and effective resolutions.
- Design and deliver ongoing training and coaching programs to improve team skills, product knowledge, and service quality.
- Oversee the scheduling and workload management of the call division to ensure optimal staffing levels and efficiency.
- Utilize CRM systems and call centre technologies to track interactions, analyze data, and generate performance reports.
- Collaborate with other internal departments (e.g., Sales, Marketing, Product Development) to ensure a cohesive customer experience.
- Identify opportunities for process improvements and implement best practices to streamline operations.
- Prepare and present regular performance reports to senior management, highlighting achievements and areas for development.
- Ensure compliance with all company policies, industry regulations, and data protection guidelines.
Required Skills
- Proven experience (3+ years) in a customer service management role, ideally within a call centre or similar division.
- Exceptional leadership and team management abilities, with a track record of motivating and developing staff.
- Strong verbal and written communication skills, with the ability to articulate complex information clearly.
- Proficiency in using CRM software and call centre management systems.
- Excellent problem-solving, decision-making, and conflict resolution skills.
- Demonstrated ability to analyze performance data, identify trends, and implement data-driven solutions.
- High level of empathy, patience, and a genuine passion for customer satisfaction.
- Ability to work effectively under pressure and adapt to a dynamic environment.
Preferred Qualifications
- Bachelor's degree in Business Administration, Communications, or a related field.
- Experience with workforce management (WFM) tools and methodologies.
- Certification in customer service management or related professional development.
- Knowledge of industry best practices and emerging trends in customer relations.
Perks & Benefits
- Competitive annual salary with performance-based bonuses.
- Comprehensive health, dental, and vision insurance package.
- Generous paid time off, including bank holidays and an enhanced holiday allowance.
- Opportunities for professional development, training, and career advancement.
- Access to an employee assistance program for personal and professional support.
- Modern, vibrant office environment with excellent facilities in Kirkstall, Leeds.
- Company-sponsored social events and team-building activities.
- Pension scheme contribution.
How to Apply
Interested candidates are encouraged to submit their application by clicking the link below. Please ensure your resume and cover letter highlight your relevant experience and explain why you are the ideal candidate for this role. We look forward to hearing from you!