**Assistant Manager, Contact Centre Operations** **Onsite-Cheltenham.** **Salary up to £** **46** **k subject to skills & experience, plus a fantastic benefits package including** **cycle to work, EV leasing, staff discounts and** **company bonuses.** Designing award-winning products for our market-leading brands – Mira Showers, Rada and Kohler UK - is our lifeblood. We focus on investment, investing in the best technology and resources available and investing in each and every individual. Put simply, it’s who we are. Whether you arrive at our factories in Cheltenham or Hull, have a visit from a Service Engineer or pick up the phone to our Customer Service team, you’ll instantly see that, no matter our department or location, we all share the same values at Kohler Mira. From day one you’re part of the Kohler Mira community – a collaborative, forward focused team with a shared pride in our work and commitment to delight our customers, develop innovative products and services and inspire our people (who knew a bathroom manufacturing company did all this?!) But, to get to where we want to be, we are looking for an Assistant Manager for our Contact Centre Operations. **Find out more below!** **Role Summary** As the Assistant Manager - Contact Centre Operations, you will serve as a crucial link between Team Leaders and the Manager – Contact Centre Operations. The role is placed at the heart of the Customer Service Management Team and is pivotal in overseeing all customer-facing activities. Your main responsibilities will include supervising day-to-day contact centre operations, managing a team of Team Leaders, handling people management escalations, and assisting the Manager - Contact Centre Operations with strategic project work. Ultimately, success in this role hinges on the ability to uphold the highest standards of service and customer satisfaction across the Kohler Mira UK product range. **Basic Function** • Ensure the seamless running of daily operations within the contact centre, achieving key KPIs and adhering to policies and procedures, with a strong focus on timekeeping and absence management. • Support the Manager - Contact Centre Operations with strategic projects, ensuring timely completion and effective implementation. • Ability to cover certain elements of the Manager – Contact Centre Operations role during their absence from the floor. Cover could include, but is not limited to, PO approvals, participating in SLT meetings, project work, handling of escalations and people management. • Lead a team of Team Leaders, providing consistent guidance, coaching, and performance feedback, ensuring that issues are identified and resolved at the earliest possible opportunity. • Address people management escalations, collaborating with Team Leaders, the Senior Leadership Team and HR to resolve complex issues. • Coordinating recruitment and training of new hires, working closely with the Contact Centre Trainer to deliver high quality customer services to the Kohler Mira consumer. • Anticipate workload demands and prioritise tasks to consistently meet service level agreements. • Plan, lead and deliver key strategic projects in alignment with both Service Operations and wider business priorities, ensuring prompt completion. • Monitor performance metrics and adherence, analyse data, and generate insightful reports to identify areas for improvement. • Support the Team Leaders with the investigating, resolving and monitoring of customer complaints ensuring Kohler Mira’s customer communication protocols are always observed. • Cultivate a positive work environment that encourages teamwork, collaboration, and continuous improvement. Work closely with other departments such as Planning, Rada, Internal Sales, Marketing and Field Service to streamline processes and enhance the overall customer experience. • Act as a role model to others, displaying integrity, empathy and professionalism at all times, whilst delivering high standards of performance and customer service. • Devise innovative ways to increase departmental motivation and recognition of excellence. • Keep abreast of industry trends and best practices, integrating new strategies to optimise performance. **Skills/Requirements** •Superior problem-solving abilities and a customer-centric mindset. •Self-motivated decision maker who isn’t afraid to do the right thing. •Desire to collaborate across Customer Service and Sales functions and with the wider organisation. •Proficient in Salesforce and other tools such as workforce management and IVR systems. •Computer Literacy: Microsoft Outlook, Word and Excel at a basic level is required. Working knowledge of SAP is advantageous. •Able to create and maintain accurate files and records within a Microsoft 365 platform. •Commercial acumen with awareness of cost drivers and potential impacts across all business functions. •Ability to analyse performance data and provide actionable insights. •Outstanding written and verbal communication skills. •Desire to learn the technical aspects of the Kohler Mira UK product range will greatly assist in the ability to support our customers and team members. •Experience in managing within a unionised environment is advantageous **We can offer you a lot in return!** We empower each associate to #BecomeMoreAtKohler with a competitive total rewards package to support your health and wellbeing, access to career growth and development opportunities, a diverse and inclusive workplace, and a strong culture of innovation. With a genuine commitment to creating better tomorrows,we’redriving meaningful change in our mission to help people live gracious, healthy, and sustainable lives. **About Us** In the UK, Kohler Mira Ltd. is made up of three market leading brands: Mira Showers, Rada Controls, and KOHLER. Where our brands differ in market position, they are equal in their commitment to design, innovation, and providing a single level of quality regardless of price. Kohler Mira is committed to diversity and inclusion to drive our business results and create a better future every day for our diverse associates, consumers, partners, and global communities. As an equal opportunities employer, it is Kohler Mira’s policy to recruit, hire, and promote qualified people in all job classifications without prejudice. If, as an individual with a disability, yourequireadjustments during the recruitment process, please contacttalentacquisitionuk@kohler.com (https://mykohler-my.sharepoint.com/personal/robin\_johnson\_kohlereurope\_com/Documents/Desktop/talentacquisitionuk@kohler.com) Note for Recruitment Agencies: The Kohler Talent Acquisition teamis responsible formanaging all current vacancies through direct hiring and referrals wherever possible. We do work with recruitment agencies, and where werequireexternal support, we will formally release those vacancies to the agencies on our Preferred Supplier Listdeemedbest placed toassistus. Speculative CVs sent by any agency to Kohler Co. without a specific request by our Talent Acquisition Team will not be accepted and with no introduction fee applicable. \#RJ1 \#LI-onsite