Contact Centre Manager - Financial Services

Contact Centre Manager - Financial Services

Middlesbrough

Salary banding GBP33,000 - GBP42,000

A leading, medium-sized Financial Services Group are looking to recruit an experienced Contact Centre Manager to implement a brand new Contract Centre in their Middlesbrough office during an exciting time of growth.

The aim is to improve the way in which clients and members currently contact the company by providing a centralised contact point for telephone and email enquiries. Currently, such communications are handled by individual teams throughout the UK.

Initially, the Contact Centre will be a fairly small operation with the intention to roll out the service to other teams throughout the company, a process in which you will play a crucial role in.

As Contact Centre Manager, you will have full management responsibility for the performance of the team with an emphasis on nurturing, monitoring and analysing KPIs and SLAs with the aim of driving forward customer satisfaction and department efficiency.

Specifics of the role include:

?? Take ownership of workforce planning and take an active role in recruitment of new team members.

?? Collate MI and produce reports to help analyse centre data.

?? Hold regular 1-2-1s with team members, setting goals and areas for improvement.

?? Lead team meetings.

?? Develop and monitor a training and competence programme for your team.

?? Constantly look to improve existing processes, procedures and system functionality.

?? Work closely with other areas of the business to identify changes that may impact the Contact Centre and act accordingly.

?? Contribute to the ongoing business development and service provision strategies.

To apply for this position, you must be experienced in managing a Contact Centre including leading a team through a significant change such as company growth. You'll have a genuine interest in technology and how this can enhance the efficiency of the Contact Centre resulting in first class service. My client is looking for a 'quality over quantity' approach and is interested in hearing from individuals who will champion that way of working.

For more information, please contact Hannah Ross...... click apply for full job details