Contact Centre Manager
Hybrid Working - 37.5 hours per week
Based in Epsom.
A bit about the role: Operational management of the contact centre, overseeing the effective delivery of customer complaint handling, resolution, and support for customers who may be experiencing financial difficulties.
Duties:
- Leading and motivating the Contact Centre to optimise performance and encourage professional and personal growth.
- Fostering a positive work environment that encourages teamwork, collaboration, and continuous improvement.
- Overseeing the complaints handling process, ensuring issues are dealt with promptly and efficiently in compliance with relevant regulations and internal policies.
- Supporting the effective management of customers in financial difficulty by championing a customer-centric approach and ensuring high quality levels are maintained across the team.
- Establishing, monitoring and reviewing key performance indicators and service levels for the contact centre team.
- Conducting regular meetings with team members to discuss progress, share updates and plan future actions.
- Liaising with key internal teams, such as Quality Assurance and Compliance, to respond and adapt to changes in regulatory requirements
- Acting as the single point of contact for the Contact Centre for all key stakeholders across the business.
- Leadership of both the complaint handling and the customer collection process.
- Management of team performance, quality, trends identified through root cause analysis and areas of improvement across both services.
Key experience and skills:
- Strong team management skills with a keen ability to coach, mentor and develop staff under a fast-paced regulated work environment.
- In-depth understanding of Consumer Duty and complaint handling regulations.
- Excellent verbal and written communication skills.
- Competencies in project management and cross company collaboration.
- Proactive and self-motivated, able to work productively under your own initiative.
- Ability to develop and maintain strong relationships with team members, promoting an inclusive and positive working environment.
- Strong organisation and time management skills.
- Resilience and flexibility in pressurising work situations.
- Fostering a culture that enables team members to strive and grow.
Benefits:
- Hybrid working pattern is 2 days in the office and 3 days from a location of your choice.
- Pension scheme - matrix of options starting from 0% employee contribution. Increased employee contributions can take the employer contribution up to 15%.
- Bonus of up to 10% of salary per annum based on company performance.
- Life assurance of 10 x salary
- Private Medical cover via Bupa - single, partner/spouse and dependent children
- Income Protection Scheme
- 25 days annual leave plus bank holidays
- Employee Car Scheme
- Flexi Working Hours Scheme (if applicable)
- Employee Assistance Programme
- On site café, restaurant and gym, Perkz (voucher discount site), sports and social club
- On-site parking
- Two Volunteer days per year.
If this all sounds like a place you would like to be a part of, please get in touch with us asap.
Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment.
Tate is acting as an Employment Business in relation to this vacancy.
Tate is committed to promoting equal opportunities. To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibility are our priority, and we are here to support you every step of the way. Additionally, we value and respect your individuality, and we invite you to share your preferred pronouns in your application.