About Our Client
Our client is a dynamic and customer-focused business operating in a fast-paced, regulated industry. Committed to innovation and service excellence, they continuously challenge industry norms to enhance customer experiences. With a strong emphasis on data-driven decision-making and continuous improvement, they are dedicated to putting customers at the heart of their operations while maintaining a commercially strategic approach.
Job Description
* Lead and develop your team, coaching advisors to deliver excellent customer service and first-time resolution. (Team management circa 25 and growing)
* Own action plans alongside complaints handling and insights teams, spotting trends and working with teams to fix issues at the source.
* Use data from complaints, calls, sales, and billing to identify service improvements.
* Reduce repeat contact by resolving common customer issues effectively.
* Improve first-time resolution by ensuring inbound teams provide the right support from the start.
* Work closely with sales, billing, and digital teams to create smoother customer journeys.
* Support digital transformation by introducing smarter, more efficient ways of working.
* Monitor and improve key performance metrics like complaint reduction and customer satisfaction.
* Ensure compliance with industry regulations and maintain high service standards.
* Champion the customer in all decisions, making sure their needs are central to business improvements.
The Successful Applicant
* Experience leading teams in a fast-paced contact centre environment.
* Strong background in handling complaints and driving service improvements.
* Proven ability to use data to identify issues and implement effective changes.
* Experience working in a regulated industry, ensuring compliance and best practices.
* Commercially minded, balancing customer needs with business objectives.
* Skilled in coaching and developing teams to improve performance and retention.
* Confident working with senior stakeholders to influence service improvements.
* Hands-on approach to problem-solving and delivering first-time resolution.
* Experience in digital transformation or process improvement within a contact centre.
* Comfortable managing change and driving a culture of continuous improvement.
What's on Offer
* Competitive salary £43,000 per annum
* Bonus
* Opportunity to work in a vibrant and dedicated team
* Great location in Leicester
* Permanent position within a large organisation
* Chance to make a real impact in a growing Contact Centre
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