About Company
TalkTalk is one of the UK’s leading connectivity providers, bringing ultrafast broadband, TV, and mobile services to millions of homes and businesses. We pride ourselves on making technology simple and affordable, constantly innovating to deliver better value and a superior customer experience. Our commitment to our customers is at the heart of everything we do, and we believe in empowering our teams to deliver outstanding service every single day. Joining TalkTalk means becoming part of a vibrant, forward-thinking company that values collaboration, diversity, and continuous improvement, offering ample opportunities for professional growth and development.
Job Description
We are seeking an experienced and dynamic Customer Relations Manager to lead our Call Division in Whitefield, Manchester. This pivotal role involves overseeing the daily operations of a dedicated customer service team, ensuring the consistent delivery of exceptional customer experiences. You will be responsible for driving team performance, fostering a positive and productive work environment, and implementing strategies to enhance customer satisfaction and loyalty within our call centre operations. The ideal candidate will possess a strong background in contact centre management, a proven ability to motivate and develop teams, and an unwavering commitment to operational excellence. If you are passionate about customer service and ready to take on a leadership challenge within a fast-paced telecommunications environment, we invite you to apply and help us shape the future of customer relations at TalkTalk.
Key Responsibilities
- Lead, motivate, and develop a team of customer service advisors and team leaders within the call division to achieve and exceed performance targets.
- Monitor call centre metrics, analyze performance data, and implement corrective actions and improvements to enhance efficiency and customer satisfaction.
- Ensure adherence to TalkTalk's customer service standards, policies, and regulatory requirements.
- Handle complex customer escalations and provide expert guidance to the team on resolving challenging issues.
- Implement training and coaching programs to improve agent skills, product knowledge, and customer interaction quality.
- Collaborate with other departments to resolve cross-functional issues impacting customer experience and operational workflow.
- Conduct regular performance reviews, set clear objectives, and provide constructive feedback to team members.
- Champion customer feedback, identifying trends and opportunities for service improvement and innovation.
- Manage staffing levels, scheduling, and resource allocation to meet call volume demands and service level agreements (SLAs).
Required Skills
- Proven experience (minimum 4 years) in a leadership role within a high-volume call centre or customer service environment.
- Exceptional leadership and team management skills, with the ability to inspire and empower staff.
- Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
- Excellent verbal and written communication skills, capable of influencing stakeholders at all levels.
- Proficiency in CRM systems (e.g., Salesforce, Oracle Service Cloud) and call centre technologies.
- Demonstrated ability to manage multiple priorities and projects in a fast-paced environment.
- Sound understanding of customer service best practices and quality assurance methodologies.
Preferred Qualifications
- Bachelor’s degree in Business Administration, Communications, or a related field.
- Certification in Customer Service Management or Contact Centre Operations.
- Experience within the telecommunications or broadband industry.
- Lean Six Sigma or other process improvement methodologies certification.
Perks & Benefits
- Competitive salary package with performance-based bonuses.
- Generous holiday allowance, increasing with service.
- Private medical insurance.
- Company pension scheme with employer contributions.
- Exclusive TalkTalk broadband and mobile discounts for you and your family.
- Access to a comprehensive learning and development platform.
- Employee assistance program for personal and professional support.
- A vibrant and inclusive company culture with regular social events.
How to Apply
If you are a highly motivated and experienced Customer Relations Manager looking to make a significant impact, we encourage you to apply! Please click on the application link below to submit your CV and a cover letter outlining your relevant experience and why you are the ideal candidate for this role. We look forward to hearing from you.