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:
1. Leading and motivating the Contact Centre to optimise performance and encourage professional and personal growth.
2. Fostering a positive work environment that encourages teamwork, collaboration, and continuous improvement.
3. Overseeing the complaints handling process, ensuring issues are dealt with promptly and efficiently in compliance with relevant regulations and internal policies.
4. 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.
5. Establishing, monitoring and reviewing key performance indicators and service levels for the contact centre team.
6. Conducting regular meetings with team members to discuss progress, share updates and plan future actions.
7. Liaising with key internal teams, such as Quality Assurance and Compliance, to respond and adapt to changes in regulatory requirements
8. Acting as the single point of contact for the Contact Centre for all key stakeholders across the business.
9. Leadershi...