Call Centre Manager

Posted 5 days ago by First Recruitment Services Limited
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We’re recruiting for a Call Centre Manager

Overall Purpose of the Job:

Responsible for leading and motivating the Call Centre team and advising on complex technical matters. Accountable for the function and procedures where errors may involve financial losses or impact the business, including possible loss of customer accounts.

Key Activities & Responsibilities:

• Accountability for performance of Call Centre team and ensuring procedures are compliant, efficient, detailed and up to date

• Constantly seek to improve customer relations, reviewing and challenging inefficient processes

• Detailed understanding of multiple processes across the business

• Lead team meetings & gain buy-in from the team, as well as external parties

• Active participation and contribution in management meetings

• Setting goals and managing quarterly documented one to ones

• Monitor call quality and provide feedback to individuals

• Report and present accurate MI and produce the operational dashboard for the team

Required Skills/Experience:

• 5 GCSE’s including maths and English language

• 2 A Levels or equivalent

• IMC, studying towards ACII / bachelor degree

• Minimum of 3 years of investment platform experience at manager/team leader level

• Accurate with excellent attention to detail

• Ability to work as part of a team and autonomously

• Excellent communication skills both written and oral

• Outstanding numeracy and literacy skills

• Confident user of Microsoft Word and Microsoft Excel

• Able to build rapport with internal and external parties quickly

Desirable Skills/Experience:

• Financial Services industry experience

• A Sound understanding of the Financial Conduct Authority and regulation relating to platform services

Personal characteristics:

• Self-starter, who’s willing to learn

• Energy to embrace change and drive for continuous improvement

• Positive attitude with customer focused approach

• Excellent time management and ability to prioritise work

• Ability to motivate others

• Accountability

• Operates in a highly organised and structured manner in a challenging, fast paced environment

First Recruitment Services are acting as an employment agency in relation to this vacancy.

Reference: 37026953

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