Contact Centre Team Manager – Loudwater – Fixed Term Contract (6 months)
As part of the Costa Express Contact Centre you play a vital part in providing world class experience to our Partners, Customers and our Operational teams. We’re not looking for a body to fill the role, we’re looking for someone with passion to deliver an excellent customer experience.
A bit about us...
At the heart of Costa Coffee are our values; we believe in Passion, Warmth, Trust and Courage. We are the No 1 coffee brand in the UK and as part of the Coca-Cola Company, we’re on a journey to be the worlds most loved coffee brand. We’ve come a long way from the Costa brothers first roastery in 1971, today we are a total coffee company that delivers great coffee to our consumers all over the globe. Costa are proud of our collaborative and inclusive workforce, who continually unlock new growth potential.
Here at Costa Express we have over 10,000 machines worldwide. Through our world leading innovation, we have revolutionised the coffee-on-the-go market. We aim to be trend setters, who exceed customer expectations. In a fun and friendly environment, our DNA is to challenge ourselves and be passionate about our legacy.
A bit about the role...
Lead and develop the UK Contact Centre Team, to ensure correct headcount and training to meet the service response KPIs
Continuous improvement across all Contact Centre Teams, to ensure consistent execution of the business strategy with the aim to reduce overall partner reliance on callouts
Lead and develop team performance, create a ‘get it right first time’ mentality, and foster ownership and accountability to meet KPIs/SLAs
Identify skills gaps, and support and train Contact Centre Team Members so they can carry out their role effectively
Help to assess and provide all team members with the right processes and tools to do their job
Build relationships internally and externally, be seen to drive collaborative working and efficiencies across the teams
Work with the Contact Centre Manager to embed new initiatives and improve operational performance.
Be available as the key escalation point where necessary, but also ensure that the relevant lessons are learnt from any escalation and preventative action/training plans put in place
A bit about you…
We are looking for a passionate customer service professional who ensures customers return to our brand time and time again. You’re confident and calm and relish taking on additional responsibilities, with a can-do attitude you will use all resources available to you to resolve a customer complaint at super speed.
Good understanding of a B2B business
Understanding of contact centre environment
First line management
Customer service/fast-paced working environment
Ability to influence and engage at all levels with excellent communication skills
Ability to learn current and new technology and functionality of the CE machines
Curious about in-life product improvements and best-practice sharing to enhance reliability levels
Influencing and persuading
What we can offer...
We’re on an exceptional adventure and can offer a truly purpose led career with flexibility to suit your personal needs. In addition, you will benefit from the below:
At Costa Coffee we celebrate Inclusion and Equality; we believe everyone should bring their true self to work. We advocate collaboration and transparency and embrace differences in all that we do. #nowisthemoment to join.
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