166 Customer Service Representatives jobs in Warrington

About HONOR

HONOR is a leading global provider of smart devices. It is dedicated to becoming a global iconic technology brand and creating a new intelligent world for everyone through its powerful products and services. With an unwavering focus on R&D, it is committed to developing technology that empowers people around the globe to go beyond, giving them the freedom to achieve and do more. Offering a range of high-quality smartphones, tablets, laptops, and wearables to suit every budget, HONOR’s portfolio of innovative, premium, and reliable products enables people to become the better version of themselves. For more information, please visit HONOR online at HONOR United Kingdom (honor.com/uk/)

Job Title: Call Centre Manager

Job Location: Manchester / Liverpool (North-West)

Frequent business trips to various customer locations (including some international travel)

Contract Type: 1 year Fixed-term Contract(Renewal)

About the Role

In this exciting role, you will play a pivotal role in shaping the success of our brand's call center partners. You will be responsible for developing and delivering engaging training programs that equip new hires and existing representatives with the knowledge, skills, and behaviors to provide exceptional customer service that reflects our brand values but ultimately to drive sell out of our focus models.

This role will require extensive travel to various locations across the UK and internationally as some of our UK customers call centers are based abroad.

Our Head office is based in London where you will also be required to attend for important meetings and business updates.

Responsibilities

• Design, develop, and deliver comprehensive training programs on brand-specific products, services, policies, and procedures.
• Own the call center targets by retailer as your own KPI’s
• Build and design incentives with our internal departments to then own and drive with the retailers call center’s
• Facilitate interactive training sessions, incorporating a variety of methods such as classroom instruction, role-playing exercises, and e-learning modules.
• Coach and mentor new hires during their onboarding process, ensuring they are comfortable and confident in their ability to handle customer inquiries.
• Provide ongoing support and development opportunities for existing call center representatives, helping them improve their performance and stay up-to-date on the latest brand information with offers.
• Identify skill gaps within the team and develop targeted training initiatives to address them.
• Collaborate with call center management across multiple retailers in the UK and internationally who support the UK market, and leadership to ensure training programs align with overall business objectives and customer service goals.
• Stay current on brand developments, industry best practices, and customer service trends to continuously improve training content.
• Evaluate the effectiveness of training programs and make adjustments as needed.
• Review sales numbers by department to then target your focus by team (retentions/sales/webchat/inbound and outbound)

Qualifications

• Minimum 5 years of experience in call center training or a related field.
• Proven ability to develop and deliver engaging, interactive training programs.
• Strong understanding of adult learning principles and instructional design methodologies.
• Excellent communication, presentation, and interpersonal skills.
• Passion for our brand and a commitment to providing exceptional customer service.
• Experience working in a fast-paced, customer-service oriented environment (a plus).
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).

Benefits

We offer a competitive compensation and benefits package, including:

• Friendly atmosphere and teamwork spirit
• Interesting and challenging international work environment
• Flexible, open-minded management and a dedicated team
• Opportunity for self-realization in a company with great potential

Why You'll Love Working Here

• Opportunity to make a real impact on the success of our brand's customer service experience.
• Dynamic and fast-paced work environment.
• Opportunity to develop your training and development skills.
• Be part of a team that is passionate about delivering exceptional customer service.

Ready to Join Our Team?

If you are a passionate and experienced trainer who is excited to make a difference, we encourage you to apply!

Please, send resume in ENGLISH version, thank you.

Start a new journey with HONOR to go beyond!

At Honor, we celebrate diversity & Inclusion and are committed to build teams that represent a variety of backgrounds, perspectives, and skills. Please send your CV and cover letter to

Please, send us your resume in English.

Start a new journey with HONOR to go beyond!

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About us:

We, the Mitsubishi Electric Group, contribute to the realisation of a vibrant and sustainable society through continuous technological innovation and ceaseless creativity. "Changes for the Better" represents the Mitsubishi Electric Group’s attitude to "always strive to achieve something better", as we continue to change and grow. Each one of us shares a strong will and passion to continuously aim for change, reinforcing our commitment to creating "an even better tomorrow"

Role summary:

You don’t have to be a spare parts guru to lead this team – but you do need grit, a passion for building high-performing teams, and the standards to run this £million operation and make sure customers always get the service they deserve.

Maybe you’ve grown a new contact centre from scratch. Maybe you’ve implemented an omni-channel service model that slashed response times and boosted customer satisfaction. Maybe you’ve worked with supply chain to drive availability up and eliminate out-of-stocks. Or maybe you’ve built smart pricing models and turned them into real commercial results.

Whatever your background, if you can lead a team to run a critical customer operation end-to-end, this could be your next big move.

This is your chance to take ownership of the Spare Parts team at Mitsubishi Electric – a market leader in commercial heating and cooling, driving the energy transition and the low-carbon agenda. You’ll have the space, the support, and the challenge to make it run like clockwork.

Skills/Responsibilities:

• Run your own £million operation within a market leader – maximising revenue from spare parts sales and optimising costs, using smart pricing and cost control to improve profitability.
• Lead a high-performing team delivering accurate, timely parts support to distributors, contractors, end customers, and internal teams.
• Own the operation from enquiry to delivery, making sure processes run smoothly, stock is available, and customers stay informed.
• Work with supply chain, technical, and service planning teams to optimise stock levels, reduce lead times, and improve availability and delivery performance.
• Set the bar for operational standards: mapping customer journeys, defining processes, and making sure your team runs them like pros.
• Drive efficiency through systems, automation, and data. Always looking for ways to improve.
• Coach, support, and inspire your team to deliver results and grow in their roles, creating a positive, accountable team culture.

Experience:

• Proven experience leading an operational team supporting internal / external customers.
• A track record of improving processes, efficiency, and customer experience.
• Strong organisational skills and a hands-on, problem-solving mindset.
• The ability to work across departments to deliver results for customers.
• Comfortable with CRM or ERP or Contact Centre systems and confident using data to drive decisions.
• Experience delivering results in a high-volume, commercially significant operation.
• Resilience, focus, and a genuine passion for building teams where people thrive.

In return for your commitment, we will offer you some fantastic benefits:

• Generous annual leave allowance - 25 days per year, plus bank holidays increasing by one day with each year of service until 27 days per year.
• Flexible Working - we offer a range of flexible working options that include working from home or hybrid working.
• Pension.
• Life Assurance.
• Group Income Protection Scheme.
• Private Medical, Dental Insurance and a Cash Plan Scheme - Single cover funded by Mitsubishi.
• Access to Mitsubishi’s very own discount platform.
• Colleague Referral Scheme.
• Holiday Buy.
• Long Service Awards.
• Cycle to Work Scheme.
• Sports & Social Club (Recent events such as theatre trips, Ascot, Paintball, The Darts)
• Employee Assistance Programme including additional services Eldercare & Best Doctors.

Equality and Diversity

As the business environment around Mitsubishi Electric Group is rapidly changing, providing a workplace where employees can work to their full potential regardless of gender or age is essential to business development. Based on this, Mitsubishi Electric promotes employee diversity through the following measures.

• Respond promptly and professionally to customer inquiries via various communication channels, including phone, email, and live chat.
• Provide technical assistance and troubleshooting for software-related issues, guiding users through step-by-step solutions.
• Educate customers on product features, functionalities, and best practices to maximize their benefit from our offerings.
• Document all customer interactions, issues, and resolutions accurately in the CRM system.
• Identify and escalate complex technical problems to higher support tiers or relevant departments when necessary.
• Contribute to the development and maintenance of customer support documentation, FAQs, and knowledge base articles.
• Gather customer feedback and insights to identify areas for product and service improvement.
• Strive to achieve and exceed customer satisfaction targets through efficient and effective problem resolution.
• Collaborate with the product and development teams to report bugs and suggest feature enhancements based on customer feedback.
• Maintain a high level of product knowledge and stay updated on new releases and updates.
• Ensure all customer interactions are handled with empathy, professionalism, and a commitment to customer retention.

• Proven experience in a customer support or technical support role.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly and concisely.
• Strong problem-solving and troubleshooting abilities.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Familiarity with software applications and basic IT principles.
• A patient, empathetic, and customer-centric approach.
• Ability to work effectively both independently and as part of a team.
• Strong organizational skills and attention to detail.
• High school diploma or equivalent; further education or certifications in IT or customer service are a plus.

• Respond promptly and professionally to customer inquiries via phone, email, and live chat.
• Provide accurate product information and technical support to customers.
• Troubleshoot and resolve customer issues efficiently and effectively.
• Process customer orders, returns, and exchanges according to company policies.
• Escalate complex customer issues to supervisors or relevant departments.
• Maintain detailed records of customer interactions and transactions in the CRM system.
• Identify opportunities to improve customer satisfaction and service processes.
• Gather customer feedback and relay it to the relevant teams.
• Ensure a high level of customer retention through excellent service.
• Contribute to a positive and collaborative team environment.

• High school diploma or equivalent; further education or certification in a relevant field is a plus.
• Minimum of 1-2 years of experience in a customer service or support role.
• Excellent verbal and written communication skills.
• Strong active listening and empathy skills.
• Proficiency in using computers and basic software applications.
• Familiarity with CRM systems and ticketing software is advantageous.
• Ability to multitask, prioritise, and manage time effectively.
• A genuine passion for providing outstanding customer service.
• Ability to remain calm and professional under pressure.
• Team player with a positive attitude.

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
• Troubleshoot and resolve technical issues and customer complaints effectively.
• Provide clear and concise instructions and guidance to customers.
• Escalate complex issues to appropriate departments when necessary.
• Document all customer interactions and resolutions accurately in the CRM system.
• Assist customers with onboarding, account setup, and product usage questions.
• Identify trends in customer inquiries and provide feedback to improve products and services.
• Contribute to the development and maintenance of help center articles and FAQs.
• Maintain a high level of customer satisfaction by delivering outstanding service.
• Collaborate with team members to share knowledge and best practices.

• Previous experience in a customer service or helpdesk role is essential.
• Excellent communication skills, both written and verbal, with a patient and friendly demeanor.
• Strong problem-solving abilities and a keen eye for detail.
• Proficiency in using CRM software and customer support ticketing systems.
• Ability to work effectively both independently and as part of a team.
• Comfortable working in a hybrid environment, splitting time between the Manchester office and remote work.
• A passion for helping people and a commitment to delivering excellent customer experiences.
• Experience with (mention specific software/industry if applicable) is a plus.

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
• Troubleshoot and resolve customer issues, providing accurate and effective solutions.
• Educate customers on product features, services, and best practices.
• Process customer requests, such as order modifications, cancellations, or account updates.
• Escalate complex issues to appropriate departments or senior team members when necessary.
• Maintain detailed records of customer interactions, transactions, comments, and complaints.
• Identify opportunities to improve customer satisfaction and loyalty.
• Contribute to the development of FAQs and knowledge base articles.
• Adhere to company policies and procedures to ensure consistency and quality of service.
• Gather customer feedback and provide insights to improve products and services.
• Meet or exceed key performance indicators (KPIs) for response time, resolution rate, and customer satisfaction.

• Previous experience in a customer service or support role is highly desirable.
• Excellent communication skills, both written and verbal.
• Strong problem-solving abilities and a customer-centric approach.
• Proficiency in using customer support software and tools.
• Ability to multitask and manage time effectively in a remote environment.
• Patience, empathy, and a positive attitude.
• Ability to work independently and as part of a remote team.
• Tech-savviness and ability to quickly learn new software and systems.
• High school diploma or equivalent; further education or certifications are a plus.
• A quiet and dedicated workspace with reliable internet access.

• Lead, mentor, and motivate a team of customer support representatives to achieve performance targets.
• Oversee daily operations of the customer support function, ensuring timely and effective resolution of customer inquiries and issues.
• Develop and implement customer service policies, procedures, and best practices.
• Monitor and analyze customer support metrics (e.g., response times, resolution rates, customer satisfaction scores) and identify areas for improvement.
• Provide training and coaching to team members on product knowledge, service standards, and communication skills.
• Handle escalated customer complaints and complex issues, ensuring satisfactory resolutions.
• Collaborate with other departments (e.g., product, sales) to address customer feedback and improve the overall customer experience.
• Maintain accurate customer records and support documentation.
• Contribute to the recruitment and onboarding of new customer support team members.
• Identify trends in customer inquiries and issues, providing feedback to product and development teams.
• Ensure adherence to service level agreements (SLAs) and company standards.
• Foster a positive and collaborative team environment that promotes continuous learning and professional development.
• Manage scheduling and workload distribution within the team to ensure adequate coverage.

• Provide advanced technical support and troubleshooting for customer inquiries via phone, email, and chat.
• Resolve complex customer issues efficiently and effectively, escalating when necessary to appropriate teams.
• Document customer interactions, issues, and resolutions accurately in the CRM system.
• Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
• Train and mentor junior customer support representatives, sharing best practices and product knowledge.
• Identify recurring customer issues and provide feedback to product development and engineering teams for product improvement.
• Proactively engage with customers to ensure they are maximizing their use of the product/service.
• Contribute to the development and implementation of customer support strategies and processes.
• Monitor customer feedback and satisfaction levels, identifying areas for improvement.
• Ensure adherence to service level agreements (SLAs) and quality standards.
• Participate in team meetings and contribute to a positive and collaborative support environment.
• Stay up-to-date with product updates, new features, and industry best practices.

• Proven experience in a customer service or technical support role, with at least 2-3 years in a senior or lead capacity.
• Excellent problem-solving and analytical skills, with the ability to diagnose and resolve technical issues.
• Strong communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
• Proficiency in using CRM software and support ticketing systems.
• Experience in creating and managing knowledge base content.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• A patient, empathetic, and customer-centric approach.
• Familiarity with (mention specific software/product type if relevant, e.g., SaaS platforms, software applications) is a strong advantage.
• Team-oriented with the ability to work collaboratively both in-office and remotely.
• A commitment to delivering outstanding customer experiences.

• Handle high-volume inbound customer inquiries via phone, email, and live chat with professionalism and efficiency.
• Diagnose and resolve complex technical issues related to our products and services.
• Provide comprehensive product information and guidance to customers, ensuring their understanding and satisfaction.
• Escalate unresolved issues to appropriate departments, following up to ensure timely resolution.
• Document all customer interactions, issues, and resolutions accurately in the CRM system.
• Develop and maintain a deep understanding of our product offerings and support procedures.
• Identify trends in customer inquiries and provide feedback to the product development and quality assurance teams.
• Train and mentor junior support staff, sharing knowledge and best practices.
• Contribute to the creation and updating of support documentation, FAQs, and knowledge base articles.
• Proactively identify opportunities to improve the customer experience and support processes.
• Represent the company with a high degree of professionalism and customer advocacy.

• Proven experience (minimum 3 years) in a customer service or technical support role.
• Demonstrated ability to troubleshoot and resolve technical issues effectively.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
• Strong active listening and empathy skills.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to work independently and as part of a team in a fast-paced environment.
• A customer-centric approach with a passion for delivering exceptional service.
• Experience in a supervisory or mentoring capacity is a plus.
• Familiarity with (Specific Industry Technology, e.g., SaaS, Cloud Computing) is advantageous.