Job Title: Contact Centre Manager - Customer Experience Manager
Salary: Circa £44,000- 47,000 per annum
Hours per week: 35
Location: At IOSH, we embrace hybrid working because we believe it's the key to achieving work-life balance, strategic success and fostering our collaborative culture. You’ll be required to work from our head office in Wigston, Leicester a minimum of 2 days per week. The remainder of your working hours will be undertaken from home.
The successful applicant must have the pre-existing right to both live, and to work in the UK.
Closing date: 28th April 2025
Interview date: 6th May 2025
About the role
This is an exciting time to join IOSH and contribute and influence on the delivery of our new ambitious 5-year strategy “Activate 2028”.
The Contact Centre Manager is responsible for overseeing the daily operations of the customer service centre, ensuring exceptional customer service and operational efficiency. Key responsibilities include managing a team leaders and customer service advisors, monitoring performance, metrics, implementing training programs, handling escalated customer inquiries and complaints and optimising workflows. The role also involves strategic planning, budget management, and ensuring compliance with company policies and industry standards. Reporting into the Head of customer service & experience, The Contact Centre Manager plays a crucial role in driving customer satisfaction and achieving business goals.
What you'll bring
As a Contact Centre Manager, you'll oversee daily operations, ensuring exceptional customer service and operational efficiency across all channels. You’ll manage a team of team leaders and advisors, driving performance, continuous improvement, and employee development. Your role includes recruitment, training strategy implementation, and enhancing the customer experience through insights and action.
You’ll contribute to strategic initiatives, support cross-functional teams, and manage the adoption of new technologies and process improvements. You'll ensure compliance with policies, industry standards, and customer satisfaction goals, while focusing on KPIs and quality customer service.
Your responsibilities also include fostering a culture of continuous improvement, maintaining strong relationships with colleagues, and ensuring business continuity. Managing customer complaints and overseeing core projects within the centre, as well as cross-departmental initiatives, will be key aspects of your role.
You will also be responsible for developing and maintaining effective relationships with team members, peers, and colleagues across the business, promoting a unified approach. Ensuring business continuity, disaster recovery plans, and a robust service environment to meet global customer demands will also fall under your remit.
You will oversee core projects and initiatives within the customer service centre and contribute to other projects across membership and commercial ensuring alignment and successful execution in collaboration with stakeholders.
Essential criteria
* A minimum of 5 years' experience in managing contact centre operations is required, with a strong emphasis on contact centre management experience.
* Strong leadership skills with demonstrable ability to lead, manage, motivate and support others to deliver excellent customer service.
* Confident in complaint management and stakeholder Management and demonstrate resilience.
* Strong analytical skills and be able to use data to identify trends and assess customer satisfaction levels
* Proven experience of managing, motivating and developing a high performing team with the ability to hold difficult conversations and tackle poor performance.
What's in it for you?
We support our colleagues to bring their best selves to work, so they can deliver exceptional outcomes. We do this by offering a comprehensive benefits package, including:
* Hybrid working and flexibility to ensure a positive work-life balance
* 25 days annual leave (plus bank holidays) increasing with length of service, with the option to buy more
* Private medical insurance and healthcare cash plan covered by IOSH
* Salary sacrifice pension scheme, minimum of 3% employee contribution whilst IOSH contribute 5%
* Individual performance related pay scheme
* Up to five paid volunteering days per year
* Employee Assistance Programme to support you and your dependent's wellbeing
About us
The Institution of Occupational Safety and Health (IOSH) is the world’s Chartered body for safety and health professionals.
We understand that diversity of thought, culture, perspective, and background is essential to our vision. We believe in creating a personal environment where everyone is treated as they wish to be treated. At IOSH, you can be yourself, no matter who you are.
We are proud to be a disability confident employer, and are committed to offering an interview to disabled applicants who best meet the minimum essential criteria for the vacancy.
Find out more about how we advocate for, and support health and safety professionals worldwide to create a safer and healthier world of work by visiting www.iosh.com.
How to apply
To apply, you'll need an up to date CV and some additional time to complete the application questions so we can find out more about you and your experience. Just click on the apply button below.
If you want to find out more about IOSH please visit our website. If you have any queries about the role or require any reasonable adjustments to support you with the recruitment process please reach out to people@iosh.com .
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible to avoid disappointment.