Overview
Salary: Up to £60,000 (depending on relevant experince)
Our Contact Centre is looking for a customer obsessed Senior Manager. This exciting role is directly responsible for up to 7 managers, whilst indirectly leading and inspiring an overall diverse team of over 130, supporting our vision is to create a world-class Customer Service function which can deliver a service that our members love, time and time again, whichever channel they choose to interact with us.
The Senior Manager role has a varied range of responsibilities from leading and developing our service teams in the contact centre, providing inspirational leadership to managers and their colleagues, to creating and executing a strategic plan for the area. Ensuring the delivery of an exceptional customer experience by achieving agreed service, regulatory and quality requirements for colleagues serving over the phone or via our online or postal channels are key responsibilities.
Supporting the senior leadership team in identifying and developing changes to drive colleague engagement, process improvement and efficiencies, with the aim of enhancing experience for both colleagues and members, whilst meeting the demands of the business will be key. Working alongside another Senior Manager this role has the responsibility for the operational management of the department, ensuring exceptional customer service, delivery against SLAs and you’ll analyse management information to enable effective decision making.
This is a key role in shaping the culture of Customer Service to become a place where our people can belong, grow and be brilliant every day, with a constant focus on talent development and engagement. Being responsible for identifying and delivering changes that improve processes, better achieve business needs or reduce costs as well as creating a culture of adaptability will be important
To be successful in the role you will already have recent experience in operational management, with the proven ability of leading and delivering results through other managers in a fast paced, customer obsessed contact centre environment, ideally financial services. You’ll also be experienced in managing a heavily customer service focused team and leading others to deliver an exceptional level of service.
You’ll be passionate about inspiring people and will be able to demonstrate where your experience has made a difference. Evidence of outstanding stakeholder management skills, and a track record of influencing at all levels of an organisation with strong, engaging communication skills will be critical.
Experience of process and service improvements, excellent planning and organisational skills and the ability to handle multiple tasks to meet challenging deadlines, will be key. Experience of using Contact Centre technology will be important.
Due to the nature of this role you’ll be required to be on-site on a regular basis (at least 3 days per week) but there will be the ability to work from home occasionally.
As a mutual, we’ve always worked together to improve the lives of others. Now one of the largest Building Societies in the UK, over 3,000 of us share that goal, in our branches and Head Office. Our benefits go beyond basic pay, with a discretionary bonus scheme, a culture of reward and recognition and total support for our wellbeing.
We’re serious about equality, of race, age, faith, disability and sexual orientation, but also of personality and the way we think. By being yourself, you’ll make us stronger.
You can build so much more than a career. Come and make a difference in our Society, that’s been voted a ‘Great Place to Work’ by our teams.
Flexibility and why it matters
We understand the need for flexibility, so wherever possible, we’ll consider alternative working patterns. Have a chat with us before you apply to see what the possibilities are for this role.
Location: Coventry-Binley Business Park
