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Contact Centre Client Service Manager - CCCSM001

Contact Centre
Thame
Seeking an experienced Contact Centre Client Service Manager - advance your Contact Centre career working with our prestigious client portfolio. Competitive salary/package offered
Thame based – some UK travel required

The role
Working for CPM as a Contact Centre Client Service Manager, your aim will be to achieve ‘client delight’ by ensuring your team delivers against agreed service levels and exceeds our client’s expectations. We will also look to you to build and leverage your great relationships with your clients to build and grow our business with them, expanding the services we provide.
Through your effective management of the Contact Centre operation and operating within the agreed budgets, you will also be responsible for ensuring you deliver against the agreed profit levels, and reporting and measuring where we are against all key targets and budgets.
With up to 8 direct reports plus responsibility for up to 120 Contact Centre staff, your people management skills will be second to none! You will have full responsibility for recruiting, training, developing and motivating your direct reports, and for putting in place effective performance measures and initiatives for the contact centre teams, ensuring everyone knows their role and feels empowered to achieve results and has the training they need to be their very best.
You will maintain and develop your relationships with our prestigious client base through regular client review meetings. Having this close client bond will enable you to assist the Client Service Director to identify business opportunities and put together compelling and profitable strategic proposals, adding value to our clients and extending our services and revenue streams wherever possible.
This will be a challenging and exciting role, giving you the opportunity to work across divisions, clients and collaborate with key stakeholders within CPM
Why would you enjoy this role?
As an experienced Contact Centre Client Service Manager with at least 3 years’ experience in a similar position and ideally having worked previously in an outsourced agency combined with experience of the retail marketplace and FMCG, Grocery, Discounter and Convenience, you will be able to use your expertise to really make a difference.
With previous experience of managing sizeable teams, you will be able to showcase your people management skills, using them to motivate managers and the wider team alike to perform at their best and achieve client delight.
You will enjoy working with figures, and this combined with your strong computer skill, extensive experience of managing budgets, financial planning and reporting will mean you are able to quickly pinpoint any areas that may need addressing and maximise profits for CPM.
Your persuasive and impactful style will help you influence, clients and colleagues alike, using your self-awareness and multi-media presentation skills to ensure you adapt how you communicate to best suit your audiences and achieve the desired outcome and buy in from your audiences.
If you enjoy working in a fast paced, changing environment and take pride in delivering on every promise and exceeding expectations then this really is a great opportunity for you.

What can we offer you?
You’ll quickly be seen as an expert on your client’s business, their issues, their market and their competitors. We will value your Contact Centre and market knowledge and give you the development opportunities and training to ensure you achieve your full potential. With our support, the opportunity to achieve and progress really is in your hands.

CPM are an equal opportunities employer