THE COMPANY
This Award-Winning organisation continues to expand and grow simply by putting the customer first on time, all the time. As they continue to reward the loyalty of customers old and new, they look after their people, ensuring they're empowered to deliver the best customer service possible, and shape the companies values and ethos.
The successful candidates will ensure that the services offered are fit for purpose and meet the external and internal requirements for legal compliance, customer expectation and operational effectiveness.
THE ROLE
As part of the site management team you will manage the operational effectiveness of the contact centre. You will provide leadership, motivation, support and development to the contact centre Team Leaders and agents and support them in the achieving of agreed performance measures
KNOWLEDGE AND EXPERIENCE
· Lead, develop, manage, motivate and inspire the team in line with the customer operations strategy
· Drive performance of the contact centre of 100FTE with Team Managers as direct reports
· Ensure all agreed departmental KPI’s, quality metrics and regulatory compliance are achieved, resulting in an optimum level of service being delivered at all times.
· Provide direction and operational support to ensure that business plans are achieved
· Maintain effective communication with the team relating to operational changes, changes to company policy, business initiatives and regulatory changes
· Committed to ensuring the Treating Customers Fairly initiative reaches the front line and is translated into significant improvements for customers
· Manage service performance, monitor service levels and ensure teams meet agreed KPI’s providing a customer centric approach.
· Undertake the preparation and production of regulatory reports and audits
· Manage escalations and complaints through to resolution implementing the resulting improvement actions
KEY REQUIREMENTS
· Operational management experience within a contact centre, coupled with a proven track record within General Insurance sector (This is a must have)
· Knowledge and understanding of all relevant compliance and regulatory rules and processes
· Proven people management experience with a demonstrable track record of achieving results within a team
· Experience of Treating Customers Fairly and other FSA guidelines
· Ability to implement new ways of working
· Experience of budget control
· Have a focus on building a “quality” driven environment
REMUNERATION PACKAGE
· Basic Salary circa £38,000 – £45,000
· Excellent Bonus Structure
· Fantastic Benefits Package
· Staff Discounts
NEXT STEP
To register your interest in this exciting opportunity please forward your current CV detailing existing remuneration package by email to; Robg@callcentreassociates.co.uk or by telephone on 0208 514 7400. Only candidates with suitable experience will be contacted shortly after.
|
Gibson