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