Socialbear®

Location:
Canary Wharf, London
Hybrid Working:
3 days in the office, 2 days working from home.
Salary:
£35,000 - £40,000 depending on experience.
Experience:
3+ years managing Customer Support teams.
Perks:
Free wellness events, Apple MacBook, team socials, monthly progression opportunities and a fantastic Canary Wharf office.
About the Role
Socialbear is looking for an experienced
Contact Centre Manager
to lead a team of 8–10 Customer Support Agents delivering phone and email support for our clients.
You will take ownership of day-to-day Contact Centre operations, team performance, resource management and client satisfaction, ensuring consistently high service standards.
The role combines hands-on team leadership with client relationship management, working closely with Socialbear's Account Management and Senior Leadership teams.
Roles &amp; Responsibilities
Contact Centre Management
<ul>
<li>Lead and manage 8 - 10 Customer Support Agents across phone and email channels.</li>
<li>Oversee daily operations, queue management, agent schedules and resource allocation.</li>
<li>Monitor and improve KPIs, including SLAs, CSAT, response times and quality assurance.</li>
<li>Manage complex customer escalations and resolve operational challenges.</li>
<li>Ensure efficient service delivery while managing budgets and resource requirements.</li>
</ul>
Team Leadership &amp; Training
<ul>
<li>Line manage, coach and develop agents, taking responsibility for team performance.</li>
<li>Conduct regular performance reviews, one-to-ones and training sessions.</li>
<li>Support recruitment, onboarding and ongoing agent development.</li>
<li>Maintain high standards of quality, productivity and accountability.</li>
</ul>
Client Management
<ul>
<li>Build and maintain strong relationships with clients as their operational point of contact.</li>
<li>Attend client meetings and present service performance reports.</li>
<li>Respond to client requests and proactively recommend service improvements.</li>
<li>Report operational performance and client feedback to the Account Director.</li>
<li>Support new client onboarding, renewals and service development.</li>
</ul>
Operational Improvement
<ul>
<li>Improve processes, workflows and customer support systems.</li>
<li>Enhance team productivity through AI, automation and technology.</li>
<li>Support new projects, service launches and Contact Centre expansion.</li>
<li>Work closely with Senior Management to identify opportunities for operational efficiency and business growth.</li>
</ul>
About You
<ul>
<li>3+ years of experience managing Customer Support or Contact Centre teams.</li>
<li>Proven experience leading teams of 8 - 10 agents or more.</li>
<li>Strong knowledge of inbound phone and email customer support.</li>
<li>Experience managing SLAs, KPIs, quality assurance and customer satisfaction.</li>
<li>Excellent leadership, communication and organisational skills.</li>
<li>Confidence managing client relationships and resolving urgent issues independently.</li>
<li>Experience with Zendesk, Freshdesk, Sprinklr, Ringover or similar platforms is desirable.</li>
<li>Experience within an outsourced Customer Support or BPO environment is advantageous.</li>
</ul>
Why Socialbear?
Join a growing business combining human expertise with AI-powered customer engagement. You'll take ownership of a dedicated team, work with leading brands and play a key role in developing Socialbear's Customer Support services.

Contact Centre Manager (B2C Customer Support)

Contact Centre Manager (B2C Customer Support)

This job is no longer available

Talents

Recruiters

About