What you will do The role is a key managerial position where you are responsible, as one of a cohort, for providing robust control and governance across Customer Services.You are expected to lead, guide and ensure the delivery of exceptional standards and performance within your team, adding expertise to other teams where needed.You are also expected to contribute towards customer experience initiatives and operational performance enhancements.This is an office-based position for the first six months at our Newton Heath, Manchester office, with a hybrid work model available thereafter.Please note, this is a full-time position, working 5 days out of 7 including some weekends.What we offerCompetitive salary25 paid holidays + Bank Holidays and sick payComprehensive benefits package including pension, life assurance, employee assistance program, employee referral scheme, employee discounts including high street brands, cycle 2 work scheme and discount on Johnson Controls security productsExtensive product and on the job/cross training opportunities with outstanding resources availableEncouraging and collaborative team environmentCareer development through various career ladders including Customer ServiceDedication to safety through our Zero Harm policyAccess to business resource groupsTraining on our company valuesHow you will do it Deliver operational Contact Centre objectives, service levels and KPI performanceDeliver and drive an improved customer experiencePositively contribute to the budgetary performance of the Customer Service operation by maximising opportunities and minimising costs within your teamLead, engage and motivate your area of responsibility to optimise performance of both individuals and teams’Lead, manage and monitor of operational teams and processes ensuring, they are compliant with internal and external governing standardsIdentify, build and maintain positive internal and external stakeholder relationshipsWhat we look for Contact centre experienceExtensive experience of successfully driving performance through coachingExperience of facilitation both in small and large groupsAbility to flex and deliver in a fast-paced environment.Ability to engage, challenge and influence.Attention to detail.Obtained or aware of recognised coaching and development qualifications (CIPD, CPD as an example)Able to apply LEAN Six Sigma Greenbelt or systems thinking methodology to process improvement#LI-MS2#LI-Onsite