Customer Interaction Manager

Role overview:

Customer Interaction Manager

London - Hybrid

Currys London Campus at Waterloo

Permanent

Full Time

Grade 4

At Currys we’re united by one passion: to help everyone enjoy amazing technology. As the UK’s best-known retailer of tech, we’re proud of the service our customers receive – and it’s all down to our team of 25,000 caring and committed colleagues. Working as one team, we learn and grow together, celebrating the big and small moments that make every day amazing.

We’re iD Mobile, one of the UK’s leading mobile virtual network operators. We launched in May 2015 and have over 2.1 million Pay Monthly customers. We’re pretty sure our success has a lot to do with our wide range of feature-packed plans. We offer everything from super-value Pay-as-you-go and SIM-only deals, right up to the latest smartphones from the big-name manufacturers. We’re delighted about our success so far and have very ambitious plans for the future.

As iD Mobile’s Customer Interaction Manager, you’ll manage Customer Service and Sales and Retentions interactions across multiple channels within our contact centre, ensuring high performance and exceptional customer experiences. You’ll oversee supplier relationships and drive performance across chat, voice, correspondence, social media, Community, review sites, surveys, and trouble tickets, and support the implementation of policies, training, and monitoring frameworks.

Leading a small team, you’ll primarily oversee the operations of our outsourced contact centre and Currys’ retained teams. You’ll work closely with the Customer Complaints & Quality Manager and play a key role in delivering exceptional service, enhancing customer interactions, and supporting business growth.

Role overview:

As part of this role, you'll be responsible for:

Manage contact centre operations across chat, voice, correspondence, social media, community, review sites, customer surveys, and trouble tickets

Drive strategies to meet and exceed sales and retention targets

Track, report, and improve key contact centre metrics, for example, first contact resolution (FCR), Net Promoter Score (NPS), sales, and service levels

Collaborate with quality assurance teams to monitor interactions, identify training needs, and support coaching for advisors and partners to maintain high service standards

Work closely with planning teams to match staffing with demand, optimising efficiency and service quality

Identify opportunities to streamline workflows, introduce automation, and enhance contact centre tools

Analyse customer data and feedback to improve journeys and reduce contact demand

Work closely with internal teams to align strategies and improve customer outcomes

Lead and develop your team, focusing on engagement, performance, and growth

Support major incidents, ensuring clear, timely communication with customers

Travel to Warrington and South Africa as required to work with partner teams

You will need:

Customer service/contact centre management experience

Strong numerical and budget management skills

Proven track record in sales and customer retention

Experience in sales coaching and training

Understanding of contact centre operations and key sales and service KPIs

Experience managing outsourced partners

Ability to work with planning teams to produce annual and rolling forecasts

Experience in team management, including colleague development

Strong relationship management and interpersonal skills

Confident and clear presentation skills

Ability to document internal business processes and procedures

Telecommunications experience is preferable

Customer-centric mindset with a focus on driving satisfaction and loyalty

Excellent problem-solving skills to handle complex customer issues

We know our people are the secret to our success. That's why we're always looking for ways to reward great work. You'll find a host of benefits designed to work for you, including:

25 days of annual leave (plus bank holiday entitlement) and a competitive pension scheme

Private Medical Insurance

Life Assurance

Fantastic Colleague Discounts on Tech with Currys and iD Mobile

Access to Champion Health

Hybrid Working (with an expectation to meet in person 2-4 times per month)

Why join us:

Join our team and we'll be with you every step of the way, helping you develop the career you want with new opportunities, on-going training and skills for life.

Not only can you shape your own future, but you can help take charge of ours too. As the biggest recycler and repairer of tech in the UK, we’re in a position to make a real impact on people and the planet.

Every voice has a space at our table and we're committed to making inclusion and diversity part of everything we do, including how we strengthen our workforce. We want to make sure you have a fair opportunity to show us your talents during our application process, so if you need any additional assistance with your application please email and we'll do our best to help.