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Contact Centre

Senior Manager Customer Care Process and Technology Improvement

Hours Per Week:
Vacancy Type:
15 Oct 2021
Job Description

Dunelm’s performance during the past 12 months has been stunning. When the stores have been open they have delivered double digit like for like growth. The UK Homewares market is buoyant. As a major (FTSE250) Homewares retailer, Dunelm’s success to date is merely scratching the surface. This is a business that has a huge amount to play for and is utterly determined to capitalise of the tremendous opportunity ahead.

Your role will be to lead a team to develop our use of Contact Centre technology, improve processes within the Customer Care Centre and improve processes across Dunelm in order to reduce customer friction through developing and deepening our use of Data.

Role Responsibilities

  • Develop and implement our Contact Centre technology strategy and through creating compelling business cases gain business support for projects
  • Identify and improve existing business processes to reduce customer friction and improve business productivities
  • Deepen our understanding and use of data within the Customer Care Centre
  • Delivering a great place to work and develop a career for all colleagues. Coaching, developing and supporting your team to reach their full potential, working with individuals to recognise and develop future talent through robust succession planning
  • Driving engagement that delivers high performance, quality support to customers through a variety of channels keeping the customer at the centre of decisions. Meeting all KPI’s and SLA’s
  • Leading others through change, knowing how to bring the journey to life in an engaging and compelling way
  • Forming a close relationship with key stakeholders inside the Customer Care Centre and across the wider Dunelm team to appropriately represent the customer
  • Planning and managing a budget relating to the running of the team, including monitoring good will payments
  • Representing the Department where appropriate at Business meetings

Your Skills & Experiences

  • Comprehensive knowledge of Contact Centre Technology
  • Knowledge of Salesforce would be preferable
  • Experience in managing others with a constant focus on improving the customer experience
  • A natural understanding of how to use data to improve customer and colleague experience and business productivity
  • A focus on delivering an engaging colleague experience
  • Remains calm and in control under pressure, staying focused on delivering results
  • Highly motivated and self-directed
  • Ability to communicate and build relationships at all levels
  • Strong technical, analytical and problem-solving skills
  • Team oriented and collaborative, creating an inclusive and diverse culture for our colleagues
  • Strong motivational skills