retention manager Work, Jobs in cardiff, wls (with Salaries)

Contact Centre Team Manager
BUUK Infrastructure —Cardiff
- £34,143 a year
- Hybrid work
- Microsoft Excel
- Management
- Customer service
12d
Head of People and Culture
Welsh National Opera Cenedlaethol Cymru —Cardiff
- £60,000 a year
- Full-time
- Hybrid work
- Management
- Administrative experience
- Supervising experience
- Annual leave
- Employee assistance programme
Quick apply
3d
Area Security Manager
Mitie —Cardiff
- Weekend availability
- Management
- Military
- Team management
11d
General Manager
CWRT BLEDDYN HOTEL & SPA —Usk
- £55,000 - £60,000 a year
- Full-time
- Hospitality
- Management
- Customer service
Quick apply
4d
General Manager
Acumen Logistics —Avonmouth
- £60,000 - £65,000 a year
- Full-time
- Management
- Business development
- Driving
- Free parking
Quick apply
Business Development Consultant
Cardiff and Vale College —Cardiff
- £37,192 - £39,669 a year
- Full-time
- Organisational skills
- Communication skills
- Annual leave
11d
Senior CRM Manager
Admiral —Cardiff
- Hybrid work
- Sales
- Customer service
- SQL
- Annual leave
2d
House Parent
Cardiff and Vale College —Cardiff
- Weekend availability
Counselling Service Manager
YCS Counselling —Cardiff
- £30,030 a year
- Part-time
- Management
- Master's degree
- Administrative experience
- Free parking
Quick apply
Retail Security Officer
ASEL —Cardiff
- £13.01 - £14.10 an hour
- Weekend availability
- School
- Employee assistance programme
- Employee discount
Marks and Spencer Culverhouse Clinique Counter Manager 30 hours/ 4 days a week
Estee Lauder —Cardiff
- Communication skills
2d
Community Executive - Events Specialist
TramshedTech —Cardiff
- £24,479 - £25,000 a year
- Full-time
- CRM software
- Hospitality
- Customer service
Quick apply
4d
HR Business Partner
Capital Law —Cardiff
- Up to £45,000 a year
- Hybrid work
- Continuous improvement
- No degree
- Human resources
- Annual leave
- Referral programme
HR Business Partner
GE Aerospace —Cardiff
- Full-time
- Bachelor's degree
- Organisational skills
Security Officer
Mitie —Cardiff
- £14.06 an hour
- Full-time
Land Rover Head of Business
Sinclair Group —Newport
- Monday to Friday
- Communication skills
- Free parking
- Annual leave
6d
Assistant Client Manager x2
Computershare —Bristol
- Full-time
- Hybrid work
- Travel
- Financial services
- Communication skills
- Work from home
2d
Commercial Manager
Town Square Spaces Ltd —Ystrad Mynach
- £40,000 - £43,000 a year
- Full-time
- Hybrid work
- CRM software
- Sales
- Business development
Quick apply
6d
HR Manager
Thermo Fisher Scientific —Newport
- Full-time
- Analysis skills
- Continuous improvement
- Travel
CRM Manager
Vivobarefoot —Bristol
- Hybrid work
- Communication skills
- Employee discount

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Contact Centre Team Manager

BUUK Infrastructure -
Cardiff

Apply Now

Job details

Permanent
£34,143 a year
12 days ago

Benefits

Company pension

Qualifications

Microsoft Excel
Management
Incident management
Customer service
Microsoft Office
Change management
Human resources
NVQ
Business coaching
Leadership
Communication skills

Full job description

Job Description

Job Location: Cardiff

Additional Location Information:

Salary: £34,143

Contract type: Permanent

Posting End Date: 09/06/2026

At BUUK Infrastructure, our vision is to be the leading utility partner to accelerate the UK towards net zero for all our customers. Our group of companies has been the major drive for change and innovation over 30 years.

We provide a supportive environment that is committed to enabling our people to be the best – ensuring they feel proud to be themselves and part of BUUK Infrastructure.

We are looking for Contact Centre Team Manager who would like to help us reach our mission to “earn customer loyalty and drive business growth by providing consistently excellent service”.

Purpose of this role

To put our customers’ needs at the heart of everything we do.
To be passionate about customer service and strive to always deliver an exceptional customer experience.
To be a brand advocate and champion always.
To lead a Customer Service Team that delivers outstanding customer service to all current and potential future customers across our multiple brands.

Your key responsibilities are

Lead a team of Customer Service Advisors in delivering exceptional customer experience across all our brands.

Ensure the Retail department meets and exceeds customers’ expectations ensuring we meet department objectives.

Actively lead by example demonstrating strong leadership skills to further grow our business.

Champion and promote a supportive coaching culture in which team members can continuously develop their skill sets, competencies, and confidence.

Undertake quality assurance within your team identifying gaps in skill and process.

Recognising and celebrating good performance.

Deliver training to enable the Retail department to skill our advisors to the highest level, enabling them to deliver exceptional service to our customers.

Identify future training needs as they arise by staying abreast of advisor and customer needs.

Assist in the recruitment process; contribute ideas to improve the effectiveness of the recruitment process and staff retention levels of new starters.

Conduct performance and development reviews, 1:1 coaching and mentoring sessions.

Keep team members regularly updated with intraday, daily, weekly performance and suggest proactive and reactive measures where appropriate.

Day to day management of workflows within the Contact Centre, support advisors dealing with demanding customers and escalations, take ownership as required.

Complaint handling and incident management in line with regulatory requirements.

Positively participate and support in change management and change communication process.

Undertake effective time and productivity management within your team.

Work on Ad-hoc projects as necessary and at the discretion of the management team.

Actively engage with HR activities in a timely manner and be invested in the health and wellbeing of team members.

Actively engage with staff and customer engagement activities in a positive and enthusiastic manner.

Participate in stakeholder management fostering interdepartmental collaboration.

Share information relating to business and escalating as appropriate.

Effectively communicate and embrace BU-UK’s vision and values.

Qualifications

NVQ Level 2 or equivalent standard of education.

Experience/Knowledge

Experience of leading a Contact Centre Team, including knowledge of contact centre technologies and metrics.

Experience in developing and maintaining relationships at all levels with external and internal customers.

Proven people management experience is essential with the ability to coach, mentor and motivate a team.

Experience of undertaking change management successfully.

Experience of managing complaints.

Experience of incident management.

Good knowledge of HR policies and procedures.

Abilities/Skills

Organised and self-motivated, as a Contact Centre Team Manager, you will need exceptional communication skills, the ability to lead, motivate and influence others and a calm demeanour.

Customer service orientated.

Excellent coaching skills with the ability to identify training needs and support continuous development.

Ability to deliver training courses.

Will be able to deal with changing priorities and situations.

Able to identify where changes are needed and drive changes and improvements through to completion.

High attention to detail and have excellent record keeping.

Ability to analyse business information.

Organised and methodical.

PC literate, experience of using CRM’s, Microsoft office suite with intermediate excel skills.

Desirable

NVQ or equivalent in management.

Experience within the utilities sector.

Ability to use Microsoft Office programmes or equivalent.

Conditions of Employment

You are required to have your criminal records checked through the Disclosure and Barring Service (DBS). This is due to handling and processing sensitive customer data.

What can you expect from us

Cost of living annual pay review.

Company pension contributions up to 10% if employees contribute 5%.

33 days holiday including bank holidays with the ability to purchase an additional 2 weeks.

Enhanced maternity, paternity and adoption pay.

To say thank you, each time you successfully refer someone you will receive a referral payment of £1000 (net of tax).

Hybrid working for eligible roles.

Development opportunities to reach your career aspirations.

BUUK has an award-winning culture. We care about your wellbeing and safety as we all deserve the right to go home safe, every day. We are proud to be an equal opportunity employer, we respect each other and advocate for equity, diversity and inclusion in all we do.

Research shows that women and people from different underrepresented backgrounds often only apply for a job if they meet 100% of the listed qualifications. If you would like to be a part of our team and you meet many, but not all our requirements for this role, please apply. You can also ask us about flexible working options.

Please note we reserve the right to close the role early. Therefore, if you're interested in this role, we encourage you to apply as soon as possible.

#BUUK

What's the best thing about BUUK?

We asked our people.

From the supportive culture and opportunities to grow, to the great friends and chocolate brownies, our people tell us what they love most about working at BUUK.

We all matter.

Find out about our supportive culture.

Hear how our shared sense of mutual respect and belonging underpins out culture and supports us all.

Apply Now

Refine Your Search

retention manager jobs in cardiff, wls

Contact Centre Team Manager

Head of People and Culture

Area Security Manager

General Manager

General Manager

Business Development Consultant

Senior CRM Manager

House Parent

Counselling Service Manager

Retail Security Officer

Marks and Spencer Culverhouse Clinique Counter Manager 30 hours/ 4 days a week

Community Executive - Events Specialist

HR Business Partner

HR Business Partner

Security Officer

Land Rover Head of Business

Assistant Client Manager x2

Commercial Manager

HR Manager

CRM Manager

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