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Contact Centre Manager

  • Salary: £50000 per annum
  • Location: Staffordshire
  • Sector: Personal Lines
  • Job type: Permanent
  • Date posted:
    30 Oct 2017
  • Job reference: 29771

A well respected Insurance Broker are looking for a Contact Centre Manager to lead, develop, implement a service delivery strategy to improve operational effectiveness and customer journey within the business.

You will be supporting Managers to deliver daily service, ensuring the right actions are in place and performance requirements are fully understood and achieved. You will have the responsibility for the overall leadership and performance of the contact centre and will cascade plans and communications to make sure that the contact centre is constantly meeting service levels and service proposition.

You will demonstrate a real understanding of the key drivers behind customer satisfaction and everything you do will be centred around customer experience.

You will implement action plans, ensuring any development activities take place and systematic issues are actioned. You will be supporting the organisations culture for continual improvement and will proactively drive down contact and failure demand within the organisation, working always to implement changes that result in reduction in repeat contact and waste.

You will need:

  • Experience of leading a contact centre and back office operations within the insurance or financial services industry
  • Proven delivery of material improvements in customer experience and service metrics in highly regulated environments
  • Demonstrate how you've used continuous improvement methodologies
  • Demonstrate a high level of understanding of resource planning knowledge, being able to interpret resource plans and drive change
  • Proven ability to lead and manage change in a fast paced organisation
  • Ability to demonstrate strong business commercial awareness
  • Experience of managing large contact centre's with a minimum of 100 FTE

Please visit the IDEX Consulting Ltd website for further opportunities. If your application is successful we will contact you to discuss the opportunity in more detail within 2 working days of receiving your application. If your application is unsuccessful, the information supplied may still be retained for use in connection with future vacancies. Due to the overwhelming application response we receive through various sources, should you not hear from us within one week then please assume your application has been unsuccessful.

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