Ocado Group is hiring a

Contact Centre Manager

Sunderland, United Kingdom

Job Type: Permanent

Location: Sunderland, The Beam, SR1

Hours: 40 hours per week - shifts vary between 7:00am-11pm 7 days a week.

Salary: Competitive + Benefits

At Ocado Group we pride ourselves on the quality of our goods and people; that's why we pick them wisely! We're looking for an experienced Contact Centre Manager to continue to manage our award winning Contact Centre, don't just take this adverts word for it, we were ranked seventh in the overall UKCSI, and we are the only grocery retailer to be featured in the top 10! 

Our Contact Centre Managers are responsible for our Contact Centre Team Managers and Contact Centre Advisors and will drive a high performance culture where customers are number one!

You will be an experienced Contact Centre Manager who has been responsible for managing a team of Contact Centre Team Managers to deliver excellent customer service through their teams which retains existing customers and drives advocacy. You will be able to demonstrate why you're passionate about customer service and will be able to drive a high quality, customer focused and efficient service across multiple channels. You will lead and develop a flexible, trained and motivated management team who will keep the employees at the forefront of their minds creating a positive culture that has recognition programmes to provide an efficient, productive and fun environment. As a Contact Centre Manger, like your colleges that you'll be managing you'd need to be flexible and willing to work various shifts including evenings and weekends.

What you will need to bring:

  • Significant experience of managing and motivating a growing contact services team
  • Demonstrable business acumen, operational know-how, and customer care expertise
  • A track record of successful complaint resolution
  • Experience budget/target setting and
  • Experience of internal KPI and SLA measuring and reporting
  • The ability to work ability to work under one’s own initiative and to respond quickly to changing business needs.
  • Organised, hard-working, flexible and efficient
  • Excellent written and verbal communication skills
  • Excellent numeracy skills
  • Excellent interpersonal and social skills
  • Good MS Office skills and strong all-round IT competence, even better if you have used G Suite previously 

What we would like you to have:

  • Proven experience within Customer Service environment/ Contact Centres,
  • Experience in people management and team building.
  • Familiarity with HR policies and procedures
  • Management based Qualifications (Degree, NVQ 4 & 5)
  • IOSH – Managing safely
  • Familiar with Ocado- based systems & applications.
  • Presentation skills
  • Team building experience

Please note this job description is a summary of the typical functions of the role, not an exhaustive or comprehensive list of possible role responsibilities, tasks and duties and is subject to review. You may be asked to perform tasks as required by management deemed as a reasonable request.

Equal Opportunities for All

Ocado Group is an equal opportunities employer and as such makes every effort to ensure that all potential employees are treated fairly and equally, regardless of their sex, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion, age, disability or union membership status.

Closing date for all applications is Thursday 29th October 2020 - due to the fast paced nature of our business, this vacancy may close sooner.