Contact and Advice Centre Manager
- Location: Basildon - Hybrid
Attention all visionary leaders! Are you ready to take the helm of a pivotal operation within a forward-thinking organisation? We are on the hunt for an exceptional Contact and Advice Centre Manager to drive service delivery to new heights. This role is a career-defining opportunity for someone with a robust background in customer service management and a strategic mindset.
Day to Day of the Role:
- Lead a team of dedicated professionals to deliver unparalleled service quality, meeting and surpassing both internal and client-based quality and performance objectives.
- Utilise advanced databases and analytical tools to produce actionable management information, fostering a culture of continuous performance enhancement within the Contact and Advice Centre.
- Forge and nurture relationships with international stakeholders, ensuring the strategic expansion and sustainability of our services.
- Proactively identify and seize new business opportunities, contributing specialist insights into procurement initiatives that aim to broaden our service portfolio.
- Champion a customer-centric approach across all service facets, from interaction handling to data management and communication excellence.
- Maintain up-to-the-minute knowledge of consumer protection laws to provide authoritative support and guidance to your team.
- Lead the charge in customer service excellence, including the delivery of staff training and upholding our commitment to Customer Service Excellence certification.
- Innovate and develop cutting-edge contact handling and customer service solutions, offering training to both internal teams and external clients.
- Manage the creation and distribution of promotional and informational materials, enhancing the visibility and reach of the Contact and Advice Centre.
- Ensure strict adherence to all organisational standards, including performance, quality, and data protection protocols.
- Embrace the opportunity for national and international travel, contributing to the organisation's broader strategic initiatives.
Required Skills & Qualifications:
- Demonstrable management and leadership prowess.
- A track record of success in managing a Contact and Advice Centre.
- Stellar customer service skills, catering to both external clients and internal stakeholders.
- Advanced IT literacy to ensure the effective operation of Contact and Advice Centre systems.
- A deep understanding of customer insights, their acquisition, and practical application.
- Comprehensive knowledge of consumer protection legislation.
- Innate leadership qualities, a keen interest in legal matters, and the ability to stay abreast of legislative developments.
- Outstanding stakeholder management capabilities.
Desirable:
- Experience within a legal call centre setting.
Benefits:
- Hybrid working, with 1 day per week in the office to foster team collaboration.
- Generous holiday allowance of 25 days + 8 bank holidays, increasing to 30 days with service, and Christmas shutdown granting at least 2 additional days.
- Performance-based bonuses awarded in January, May, and October.
- Flexible working hours with the option to start between 7-10am and finish between 4-7pm.
- Extended lunch breaks of up to 2 hours, promoting work-life balance
- Two paid volunteer days annually to support causes close to your heart
- Professional registration funding, ensuring the company covers fees for required professional registrations