Contact Centre Manager

103,77 Contact Centre Manager

Work from home with occasional face to face meetings

About Us:

We’re a market leader in the UK and Ireland offering insurance premium finance and a range of annually charged services including tax, regulatory fees, sports seasons tickets and school fees. We’re dedicated to providing exceptional customer experiences, demonstrated by our 4.5 Trustpilot rating and +78 NPS. Our contact centre is at the heart of our customer service operations, and we are looking for an experienced customer-centric Contact Centre Manager to lead inspire and develop our team.

As the Contact Centre Manager, you’ll be responsible for overseeing the daily operations of our contact centre, ensuring that our customers receive the highest level of service. You’ll lead a team of customer service advisors through 7 team leaders, providing guidance, support, and training to help them achieve their goals. You will embed a culture of empathy and care, particularly for vulnerable customers.

Your role will involve analysing performance metrics, implementing process improvements, and work closely with compliance and quality assurance to ensure activity aligns with FCA guidelines and Consumer Duty principles.

Key Responsibilities:

· Lead and inspire the contact centre agents and team leaders to deliver exceptional customer service, meeting our high standards for quality, fairness and regulatory compliance, focussing on positive customer outcomes

· Monitor and analyse performance against key KPIs (first contact resolutions, CSAT, NPS and other SLAs).

· Champion the fair treatment of vulnerable customers, ensuring that staff are trained, policies are embedded and interactions are handled with sensitivity and appropriate support.

· Work with our Operational excellence team to continuously improve strategies to enhance customer journeys and operational efficiency.

· Drive employee engagement and foster a collaborative and inclusive culture with a focus on coaching, recognition and development.

· Provide robust reporting and actionable insights to the senior leadership team on performance and customer trends

· Handle escalated customer issues and resolve them in a timely and satisfactory manner.

About You:

You have proven experience of managing a customer contact centre within financial services or a regulated environment and a demonstrable passion for improving outcomes and delivering excellent customer experiences.

You have

· Effective leadership and people management skills with a track record of developing high-performing teams

· Excellent communication and interpersonal skills, skilled in stakeholder management and able to collaborate cross-functionally

· Data driven and result oriented, interpreting metrics to make informed decisions.

· Have a deep understanding of FCA regulatory requirements, especially around vulnerable customers and Consumer Duty

· Proficiency in contact centre software and tools, experience in implementing digital technologies and automation tools is desirable.

We offer:

Competitive salary

Remote working (occasional face to face meetings)

Holiday buy / sell scheme (up to 5 days per year) in addition to 25 days leave and 1 volunteering day

Private health and dental cover

Employee assistance programme and mental health first aiders

Support and investment in your personal development

A range of lifestyle discounts through our benefits portal

We're committed to providing reasonable adjustments or accommodations for applicants, so if you need assistance or support during the recruitment process, please let us know on the application form or by sending an email to [email protected]

If you're made an offer of employment you will be required to prove your eligibility to work in the UK before you start work. You must reside in the UK from the start date of this role; unfortunately we are unable to provide visa sponsorship at this time.

To ensure you can work from home efficiently you will be asked to provide your internet speed at the application stage.

Premium Credit are an equal opportunities employer with a strong and passionate commitment to Diversity, Equality and Inclusion in the workplace. We welcome applications from all sections of the community and encourage people from all backgrounds to apply. Equal opportunities are the only acceptable way to conduct business and we believe that the more inclusive our environments are, the better our work will be. We are open to part-time working and job share.

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All postholders will be subject to appropriate pre-employment vetting procedures and a satisfactory Disclosure & Barring Service (DBS) check prior to appointment.

Please note, we reserve the right to close this vacancy early if we identify a number of suitable candidates. All applicants will be advised if the vacancy closes early.

We are not engaging agency support for this role and respectfully ask that agencies do not submit unsolicited candidate details to Premium Credit Limited in relat ion to this role.