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Senior Customer Service Operations Manager (Contact Centre & Back Office Teams)

Senior Customer Service Operations Manager (Contact Centre & Back Office Teams)

Posted 2 October by CCR Recruitment & Selection
Easy Apply Ended

Senior Customer Service Operations Manager - Back Office and Admin Teams

£65,000-£75,000 - Negotiable + Plus Amazing Bonus and great benefits

* Must have experience in managing large back office administration teams in a regulated/financial services environment *

(Based nr to Birmingham)

Putting customer’s interests at the heart of how my client conduct business. Demonstrated through your individual behaviours with a clear focus on treating our customers fairly and delivering the right outcomes at all stages throughout the product lifecycle. Ensure you positively demonstrate and evidence the corporate Values and Leadership/Personal imperatives supporting the delivery of fair customer outcomes.

  • To build a leadership team to deliver a service with the Customer at the heart of it typically, a mixture of back office process and product centric teams, both written and phone Customer contact.
  • To deliver a service that is cost efficient, with optimum use of resources available
  • To operate to the compliance and governance standards for this Company and demonstrate strong control related behaviours for all areas under management.
  • Contribute to the wider organisational objectives and one team goals

Key Role Responsibilities

  • Delivery of an effective Customer services offering, including phone and written contact across a broad range of processes; via a mixture of process and product centric teams.
  • Delivery effective call centre services for teams taking in bound Customer calls; that offers a quality right first time conversation, to a high one and done completion rate, in support of timely communications.
  • Manage the day to day operational costs and service delivery to the standards set. Support the Development, monitoring and management of KPIs and MI to drive through continual improvement.
  • 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.
  • Responsible for budget of teams under management and supporting the delivery of the overall CS team budget

Skills and Knowledge

  • Strong Operational delivery experience and proven experience of strategy delivery
  • Strong operational leadership evidencing delivery through others on a similar span of control in a back-office environment.
  • Proven experience in building strong working relationship
  • Good stakeholder management skills and experience of cross team working
  • 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
  • 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
  • Strategic and operational understanding of services under management.

Required skills

  • Contact Centre
  • Customer Service
  • Customer Service Management
  • Management
  • Service Delivery

Reference: 34838461

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