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Contact Centre Operations Manager - Customer Services

06 September 2019

Contact Centre Operations Manager - Customer Services

Leeds City Centre

What you will be doing...

At Jet2holidays we take every step to ensure an excellent experience for all our customers and our Customer Services Team is an integral part of our customer’s journey. Supporting our customers from the point of booking until they arrive at the airport, our Customer Services colleagues answer over 2 million calls from our customers each year and work hard to ensure a fantastic service each and every time.
 
Reporting into and supporting the General Manager for this business area, the  Contact Centre Operations Manager – Customer Services will primarily be responsible for the day to day running and people management of the  Customer Services Contact Centre. Directly managing a team of 3 Duty Managers across 2 sites, you will ensure the effective coaching and leading a 300 FTE multichannel, multi-site operation to meet and exceed monthly key performance targets.  
 
Key responsibilities will include - 
Driving and developing your team to achieve results through implementation of coaching & development methodologies
Consistently being an advocate for the customer; using Customer Satisfaction (CSAT) scores and customer experience information to improve the team's service quality
Proactively identifying opportunities for improvement and analysing, interpreting and acting upon performance data, market awareness and feedback
Pursuing contact centre operational excellence through meeting best in class Service Level, Adherence and Absence Management & other key KPI’s and targets 
Creating a culture which puts the customer at the heart of every decision made
Empowering colleagues to use their initiative to ensure first contact resolution

This is a high-profile position within our contact centre team at Jet2holidays and will be critical in driving positive engagement for team members, stakeholders and customers whilst maximising profitability for our business.  
 
The successful candidate will have an absolute focus on the customer and a strong, inspirational leadership style gained in a call centre environment, ideally within a similar industry. With demonstrable experience of leading a large, multi-product contact centre ideally with multi-site responsibility and experience of managing multiple levels of management, you will have excellent communication skills, and be comfortable presenting to senior management and stakeholders. The role will suit someone who is passionate about delivering customer service and is able influence others, drive change and enhance the customer experience.
 
 In return, we offer an excellent salary and benefits package with fantastic opportunities for progression in a growing business.
 
This is a great opportunity to be part of an exciting forward thinking business. We operate scheduled leisure flights to holiday destinations in the Mediterranean, the Canary Islands and to European Leisure Cities from our 9 UK bases.
 
Help us to send our all-important customers on holiday with Jet2.com and Jet2holidays!!

Apply now

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