Contact Centre Manager - Customer Service

Posted 13 April by CCR Recruitment & Selection Easy Apply

Contact Centre Manager - Customer Service

Salary: £45,000 - £55,000 Negotiable - Plus EXCELLENT bonus and benefits package

Location: Shropshire

Role Purpose

  • To lead teams to deliver a quality Customer Services within the customer contact centre, to include mainstream service and some specialist services.
  • Leading and motivating a team of up to 150 people and Up to 7 Team Leader direct reports.
  • Driven and enhance our customer centric culture, ensuring all people lead on putting the Customer at the heart of what we do.
  • To build a leadership team that inspires and motivates our people to deliver service excellence
  • Optimisation of resources available, ensuring the operation is run efficiently and contributes to our one team goals and corporate objectives.
  • Operate to the compliance and governance standards, demonstrating a strong control related behaviour culture.

Key Role Responsibility

  • Delivery of an effective Customer services offering via an inbound contact centre that includes specialist services.
  • Delivery effective contact centre services that offer a quality right first time conversation, to a high one and done completion rate, in support of timely communications.
  • Ensure appropriate availability and deployment of staff for area of accountability for both bau and planned ad hoc demand.
  • Work with team to resolve operational issues escalated by Team Leaders so as to ensure appropriate treatment of customers and effective daily clearing of work queues.
  • Manage process, risks, TCF & conduct risk, compliance, FCT and regulatory control frameworks all areas under management; to include robust quality controls and a quality focused culture.
  • Promote change initiatives in own line and across CS via the bau change delivery platform
  • Create a culture which develops employees and supports our succession plans; managing the performance, training, qualifications and development of staff to secure their committement and comptence and to drive peformance and results.
  • To effectively communicate with employees to build a positive working environment where role model behaviours are the standard; where staff are clear on goals and objectives, and how they can feel central to and participate in the success of our organisation.
  • Ensure through robust capacity planning that appropriate and skilled resource is in place to accommodate work volumes, including change and peak demand.

Person Specification

Skills

  • Skills Strong operational leadership evidencing delivery through others on a similar span of control in a contact centre environment.
  • Proven experience in building strong working relationships
  • Good stakeholder management skills and experience of cross team working
  • Role model behavior’s in line with the corporate personal and leadership imperatives
  • Proven planning ability in relation to service, resource and budgets at a department level
  • Experience in driving a culture that delivers on initiatives to continually improve service for the end Customer

Knowledge

  • Understanding of working in a regulated environment, preferred experience of financial services
  • Thorough knowledge and understanding of Treating Customers Fairly (TCF) principles and conduct risk
  • To gain a detailed understanding of the risks faced by the function and controls in place to manage and mitigate

Experience

  • Strong Operational delivery experience in a contact centre environment
  • Experience of managing budgets and / or resource
  • Evidence of building and managing effective stakeholder and peer relationships
  • Proven success in Leadership and service management through delivery of strategic objectives
  • Experience in delivering process improvements in the line
  • Evidence of embedding a strong performance culture, that supports the business behavioural imperatives
  • Evidence of building a positive working environment where staff feel part of and a key contributor to company growth and success.

Qualifications

  • Ideally educated to degree level or equivalent
  • Obtained or studying towards Management level qualification
  • Contact centre management qualifications

Required skills

  • Contact Centre
  • Customer Service
  • Management

Reference: 34708609

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