Skip to main content

This job has expired

Operations Manager (vulnerable customers) - Contact Centre

Kent

£45 - £60k

Full time, Permanent

We are proud to be working with an award-winning Financial Services business. They are focused on excellent customer journey through their credit-building journey, supporting a wide range of lenders giving customers opportunities to access credit where it may otherwise not be available.

They are a leader in the finance market, with the money wellbeing of customers coming first. They continually develop and evolve their products and have recently invested into modern money management tools with both online and app-based products.

They are recruiting for an Operations Manager to join their Contact Centre team on a Permanent basis. Reporting to the head of department, the operations manager is accountable for leading a team of Vulnerable Customer Service Agents and providing clear and strong leadership within the department.

KEY ACCOUNTABILITIES;

·Act as a single point accountability for the day to day management of the department and broader teams to ensure the daily running of the site is consistently meeting agreed service levels

·Deputise for the head of department and act as second in command

·Lead the culture within the operation to ensure it is aligned to company values

·Responsible for driving performance through inspirational leadership, creating an innovative culture by continually up-skilling the capability of team leaders

·Oversee governance and compliance with regulatory and legislative requirements and all internal policies, including the confidentiality of information

·Support the Head of Department in the development and implementation of longer-term enhancements to improve the performance of the function.

·Take a lead on identifying and driving down customer friction.

·Delivery of performance at the optimal cost. Identify business improvement opportunities to realise cost efficiencies and/or improve the customer journey, presenting well thought through ideas and results to key senior stakeholders.

·Own the quality agenda within the department, taking a pro-active lead where there are emerging trends to ensure these are addressed.

·Responsibility for maintaining high morale and motivation within the department through effective role modelling behaviours

SKILLS AND EXPERIENCE

Essential:

·Experience in contact centre / customer service functions. You need to have experience working with vulnerable customers. Financial services background would be ideal, but we will also consider candidates from a charity background

·Strong people management skills with an ability to lead managers and motivate teams

·Demonstrates a practical application of business objectives and understands the strategic impact on customer, quality and financial targets

·Strong stakeholder management skills in order to effectively work across all levels and influence senior stakeholders

·Identify and future proof leadership capability within the department which enables effective succession plans

Personal Characteristics:

·Credibility and gravitas with the ability to motivate and inspire confidence.

·Has a logical approach and can translate this to business improvements.

·Able to lead by example and inspire, influence and energise others around new opportunities

·Results and solutions orientated.

·Ability to perform and thrive during periods of change and ambiguity.

If you feel your experience matches the above description, please apply for immediate consideration.

CUSTOMER SERVICE - CONTACT CENTRE MANAGER - CUSTOMER EXPERIENCE - COLLECTIONS - CUSTOMER SUPPORT - CUSTOMER SERVICE MANAGER - VULNERABLE CUSTOMER

Get job alerts

Create a job alert and receive personalised job recommendations straight to your inbox.

Create alert