A leading legal services provider is seeking an experienced Senior Contact Centre Manager to lead and optimise the performance of their customer operations team. This role is pivotal in ensuring exceptional client service, operational efficiency, and strategic workforce planning within a highly regulated and customer-focused environment.
As a key member of the leadership team, you will be responsible for driving service excellence, managing KPIs, enhancing customer experience, and developing high-performing teams.
Key Responsibilities:
* Lead and manage a high-performing contact centre team, ensuring service delivery aligns with business goals.
* Develop and implement strategies to improve customer experience, retention, and resolution times.
* Monitor and analyse KPIs (e.g., service levels, customer satisfaction, complaints handling) and drive continuous improvements.
* Ensure compliance with industry regulations and legal standards while maintaining a customer-centric approach.
* Collaborate with internal stakeholders (legal teams, HR, IT, compliance) to enhance operational processes.
* Oversee workforce planning, training, and development, ensuring employees are engaged and equipped to deliver outstanding service.
* Manage contact centre technology and digital tools, optimising processes and customer interactions.
* Drive process improvements, identifying opportunities for automation and efficiency gains.
Key Requirements:
* Proven experience as a Senior Contact Centre Manager, Customer Service Manager, or Operations Manager in a legal services, financial, or highly regulated environment.
* Strong leadership skills with a track record of managing large teams in a fast-paced contact centre.
* Excellent understanding of customer service best practices, complaints resolution, and quality assurance.
* Data-driven mindset with the ability to analyze performance metrics and implement improvements.
* Experience in regulatory compliance and working within legal or financial frameworks.
* Ability to engage, inspire, and develop teams, fostering a culture of performance and accountability.
* Strong stakeholder management and collaboration skills.
What’s on Offer?
* Competitive salary & performance-based bonus
* Career progression in a well-established legal services firm
* Hybrid working options
* A dynamic, customer-focused work environment
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