Customer Service Manager
Do you want to love what you do at work? Do you want to make a difference, an impact, transform peoples lives? Do you want to work with a team that believes in disrupting the normal, boring, and average? If so, this could be the opportunity you’ve been waiting for. webook.com is one of the leading event ticketing and experience booking platforms in the world, known for its cutting-edge technology, agility, and robust feature set. We’ve supported some of the largest large-scale events, processing over £400 million in sales to date.
Role Overview
Oversee the contact centre to ensure ticket buyers receive the best possible experience while managing team performance and operational efficiency.
Key Responsibilities
- Provide the best possible experience for ticket buyers .
- Set, monitor, and meet contact centre rota and performance targets for efficiency and quality.
- Manage the daily operation of the contact centre, including coaching and motivating agents .
- Identify training needs and develop/deliver training material.
- Record statistics, user rates, and performance levels , preparing reports as required.
- Handle any matters requiring escalation .
Requirements
- 3+ years in customer service management , preferably in ticketing or live events.
- Strong leadership, coaching, and team management skills.
- Excellent communication and problem-solving skills.
- Experience with contact centre tools and CRM systems .
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