Aftermarket Contact Centre Manager
Consumer & Customer Care
Full Time
Luton, United Kingdom
2019-01-18

About the Team:
This is an exciting time for Electrolux Group as we are transforming our Aftermarket Sales business with the launch of an exciting new Aftermarket Sales Contact Centre Team. 
We are transforming our Contact Centre with the launch of new products and solutions for our consumers.  We are seeking a Manager with strong coaching and leadership skills to develop a team of call centre representatives that are consumer-centric and can sympathise and understand the consumer pain point and offer a solution that best suits our consumer’s needs.  

Position Requirements:
• Experience working in a fast paced sales contact centre
• Experience working with FCA regulated products (preferable)
• Experience working with/delivery exceptional service using consumer satisfaction metrics 
• Experience managing budgets
• Entrepreneurial spirit 

Knowledge Skills & Abilities required:
• Manage the Day-to-Day performance of the Aftermarket Sales contact centre operations to deliver best in class service to end consumers and customers, achieving and exceeding all agreed KPI’s in relation to Quality and sales.
• Lead the Aftermarket Sales contact centre team to inspire and create motivated and engaged colleagues.
• Manage team budgets to ensure the team is effective and costs are managed effectively.
• Drive sales and revenue targets while maintaining a consumer-centric focus.
• Seek out new opportunities to drive efficiencies and work with Ownership Solutions and Operational teams to improve NPS, CES and other customer metric results.
• Lead on projects within a programme or independently manage projects.
• Manage all aspects of the project, including managing multiple groups of staff, contractors and third party suppliers
• Ensuring the contact centre team are always fully optimised through the activity of inbound and outbound lead generation and conversion as well as through team and individual training and development  
• Accountable for the recruitment, induction, training and ongoing development of the contact centre team 
• Liaise with senior management reporting on business performance
• Establishing and maintaining effective relationships with internal departments and third party suppliers

Core Competencies:
• Energy: Deliver results, Ambition and Drive
• Openness: Consumer & Customer Focus, Cross Collaboration & Networking
• Growth: Innovation & Curiosity
• Agility: Adaptability, Judgement & Decision Making, Acumen

Required Languages:
• Fluent English 

Benefits:
Electrolux is a global employer with a platform for developing talent. Electrolux employs 55 million employees globally and there are many opportunities for those seeking career progression.  
The role is Full time with variable shift patterns based on a 37.5 hour week which the recruitment team will be happy to discuss with you.