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Contact Centre Manager

Location: Ashford and Home-based (minimum of 2 days in Head Office) Contract: Fixed Term - 12 Month Maternity Leave cover, Full-time Salary: £33,488 - £37,715 per annum (depending on skills and experience) Closing Date: 10th June 2024 Interviews Held: 20th Jun

We are looking for an experienced Contact Centre manager to oversee the operation of our multi-channel Contact Centre delivering the National Careers Service to customers across the South East of England.  The role will be a maternity leave cover for 12 months, based at our Ashford Contact Centre for a minimum of 2 days per week, and working from home for the remainder of the time.  Ideally the contract will start during August 2024.   

To apply for this role, no direct experience is necessary, although experience of working in a contact centre or customer service environment is desirable.  Full training and support will be provided.  

 Main Responsibilities: 

  • To lead CXKs Contact Centre (open Mon-Fri 08:00-20:00 and Sat 10:00-17:00) and a team of Virtual Careers Advisers to deliver the National Careers Service, ensuring an efficient, effective and professional service is provided to customers, partners and stakeholders, resulting excellent standards of customer service. 
  • To lead on all aspects of the Contact Centre operations, ensuring that high-quality information, advice and guidance and follow-up support is delivered to customers through multiple channels (telephone, email, text, webchat and video calls).  
  • To maximise the performance of the contact centre against defined volumes and performance targets through effective real time management of staff, reporting and managing progress on a weekly basis. 

CXK is an award-winning charity that empowers young people and adults to build the skills and confidence they need to move into sustainable education, employment or training.  The National Careers Service provides careers information advice and guidance to help people make decisions about learning, training and work.   

We are looking for and excellent communicator, with management experience, who is passionate about supporting others to achieve their goals.   You will be organised, able to work flexibly and confident using IT, including experience of managing Contact Centre telephony systems, and using a CRM to collect and analyse performance data.      

In return you will receive:   

  • An extensive handover and induction during August 2024. 
  • An annual salary of £33,488 – £37,715 
  • 30-33 days holiday, plus bank holidays (pro-rata). 
  • Membership of a defined contribution pension scheme, with contributions matched by CXK (up to 10% of annual salary depending on length of service). 
  • Free personal Life Assurance (3 x annual salary). 
  • Flexible working arrangements, including home working. 
  • For more information, please see www.cxk.org/get-involved/work-for-us

Please click here for the full job description and person specification.

Please note that the hours for this role are 37 hrs per week and will include shifts between 8am and 8pm Monday to Friday, and Saturdays 10am-5pm. 

If your experience looks a little different from what we’ve identified and you think you can bring value to the role, we’d love to learn more about you!    

Closing date for applications: 9am, Monday 10th June 2024.  Interviews will be held 20th June 2024 in Ashford, Kent.  

If you have any questions, please contact Regional Manager Lisa Nicolaides at lisanicolaides@cxk.org  

**Please note that we reserve the right close this vacancy early if we receive sufficient applications for the role.  Therefore, if you are interested, please submit your application as soon as possible* 

Apply

To apply for this role, please email a copy of your CV and supporting statement (max 750 words) to recruitment@cxk.org.

Your supporting statement should address how you meet the requirements of the job description and person specification. Please note that CVs alone will not be considered.

Please include the Job Title and Location of the role you are applying for in your email.

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