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Customer Service Centre Manager - Global Business - Manchester

  • Location: Greater Manchester
  • Salary: £30000.00 - £40000.00 per annum
  • Job type: Permanent
  • Sector: IT & Information Security
This vacancy has now expired.

Customer Service Centre Manager - Manchester

About the role


We are seeking a highly skilled and motivated individual that will be responsible for the effective daily operational management of our DCC Service Centre in Manchester. The successful candidate will report directly into the Capita DCC Account Management team and will play a key role in shaping the service as we continue to grow while working closely with the Client Head of Service.

This is a fantastic opportunity that will allow the successful individual to operate at a level that will provide a strategic view across this complex landscape, it will take a combination of drive and determination to ensure high quality service delivery and improvement of customer service satisfaction.

About Capita

We are Capita, the UK's leading provider of business process management and integrated professional support service solutions. Through bespoke, quality solutions, we've helped countless organisations unlock value and maximise their potential. With access to our range of unique and diverse opportunities, offering real career advancement and progression, we can unlock your potential too.


What you will do:

  • Lead manage and mentor the Service Centre team within Operations
  • Manage a cohort of Team Managers to deliver high standards of customer care
  • Goal setting, skill enhancement and coordination of performance review activities for Service Centre employees
  • Investigate and resolve any issues resulting from substandard performance.
  • Ensure company policies and procedures are followed by all team members
  • Develop programs to improve technical and customer service skills across the operation
  • Address customer enquiries resolve issues and feedback proactively.
  • Maintain positive relationships with all stakeholders to ensure Service Centre effectiveness.
  • Ensure all employees are adequately trained to meet service objectives.
  • Demonstrating efficiencies & quality of service
  • Create Reports/Presentations to show where service is running well and where it isn't.
  • Create Improvement plans where necessary.


Your experience will include:

  • Previous experience in Service Centre Management
  • Great excel skills and ability to pull out meaningful data from numerous locations to create quality reports and presentations.
  • ITIL Qualified Preferred
  • Demonstrate you can work in in a complex, highly outsourced environment with complex infrastructure
  • Experienced in dealing with Senior Leaders and Customer Stakeholders
  • People Management/ leadership Experience and team working
  • Strong planning, organisational and prioritisation skills
  • Experience in management of operational and technical staff, including recruitment, development, training and motivating staff, dealing with disciplinaries.
  • Experience tackling complex problem-solving working with cross functional teams
  • Excellent customer service skills proven


What's in it for you?

At Capita, training and development aren't optional extras: they're how we do our job. We will motivate you to perform at your peak, recognising your achievements and rewarding them appropriately. As well as a generous basic salary we also give you holiday, company pension scheme and access to voluntary benefit options including; child care vouchers, share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle. All of this, in a professional but fun environment.

What we hope you will do next


Help us find out more about you by completing our short application process - click apply now.

Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.

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