Head Of Contact Centres

Found in: Jooble UK C2 - 2 weeks ago

Ipswich Suffolk, United Kingdom Employment Specialist Full time

A growing Insurance organisation, who are market leaders, are looking for an experienced Insurance Contract Centre Manager to head up their operation and want someone who is as passionate as they are, to join them on this journey. This a great moment in their Company development and you will lead the growth and change in this key business area. As Head Of Contact Centres you will lead and drive the operation forward, whilst also continually developing your people and standards. The Head of Contact Centre will be shaping the future of the Contact Centre operation, being committed to delivering a great customer contact experience through a variety of customer contact channels.

Continual improvement, superb service and excellent compliance will be part of your DNA and attributes and will be central to your success in this role. Already in your career you will have lead significant Insurance Contact Centre operations - ideally multi site - and you can demonstrate successes in all the key metrics of service delivery. This will enable you to be the expert that the Board of Directors is looking for to lead this next major stage for them.

To be successful as Head Of Contact Centres you will demonstrate:

  • Experience of leading a service driven Insurance Contact Centre operation with experience of managing an operation through periods of significant growth or change.
  • Excellent communication and leadership skills to lead and motivate a growing and changing service operation.
  • The ability to engage with Directors and Managers at all levels across the wider business to achieve goals and objectives.
  • Ability to plan strategically, creating a roadmap of operational plans that can drive results.
  • An entrepreneurial spirit and innovative approach with a focus on best practice.
  • An ethos centred around coaching to drive performance.

Responsibilities of the Head of Contact Centres will include:

  • Reporting to the Directors, with ultimate responsibility for all Contact Centre teams, leading change and providing ongoing customer service, as well as the planning and forecasting.
  • Managing the day to day performance of the Contact Centre Operations to deliver a best in class service, meeting or exceeding all KPIs and within budget.
  • Set the strategy for the development of the Contact Centres.
  • Championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.
  • Lead, inspire and co-ordinate the Contact Centre Management team at all levels to create motivated and engaged colleagues.
  • Be responsible for the end to end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.
  • Recruitment, training, induction and coaching strategy across the Contact Centres.
  • Applying best practise, develop continuous improvement plans and make recommendations based upon the employee and customer insight.
  • Develop plans and offer insight and knowledge to the organisation on the use of new tools and technologies; to create a cost effective operation consistently achieving contact handling SLAs.

  • Contact Centre Admin Manager

    2 weeks ago

    Ipswich, Suffolk, United Kingdom Willis Towers Watson Full time

    This is a fantastic opportunity to join a highly successful and growing organization as a Contact Centre Admin Manager and to work in Willis building(Grade I listed) based in Ipswich. As a Contact Centre Admin Manager your role will be varied, responsibilities include client support, data analysis, reporting, quality monitoring, driving performance,...

  • Contact Centre Admin Manager

    2 weeks ago

    Ipswich, Suffolk, United Kingdom Willis Towers Watson Full time

    This is a fantastic opportunity to join a highly successful and growing organization as a Contact Centre Admin Manager and to work in Willis building(Grade I listed) based in Ipswich. As a Contact Centre Admin Manager your role will be varied, responsibilities include client support, data analysis, reporting, quality monitoring, driving performance,...

  • Contact Centre Admin Manager

    Found in: beBee S GB - 2 weeks ago

    Ipswich, United Kingdom WTW Full time

    This is a fantastic opportunity to join a highly successful and growing organization as a Contact Centre Admin Manager and to work in Willis building(Grade I listed) based in Ipswich.As a Contact Centre Admin Manager your role will be varied, responsibilities include client support, data analysis, reporting, quality monitoring, driving performance, project...

  • Contact Centre Admin Manager

    Found in: beBee jobs GB - 4 days ago

    Ipswich, Suffolk, United Kingdom WTW Full time

    This is a fantastic opportunity to join a highly successful and growing organization as a Contact Centre Admin Manager and to work in Willis building(Grade I listed) based in Ipswich.As a Contact Centre Admin Manager your role will be varied, responsibilities include client support, data analysis, reporting, quality monitoring, driving performance, project...

  • Contact Center Agent

    7 days ago

    Ipswich, Suffolk, United Kingdom eTeam Full time

    Job Description Title: Contact Centre Agent Job Posting Start Date: 03/12/2024 Job Posting End Date: 06/11/2024 Location: UK Ipswich Description The Role Working in a busy call centre, within a friendly and professional team. You will mainly be taking inbound calls relating to a variety of occupational pension schemes. You may be required to answer...

  • Customer Service Agent

    20 hours ago

    Ipswich, United Kingdom WTW Full time

    **Do you want to be part of a team offering great customer service? Do you want a role in a Contact Centre that doesn’t involve cold calling, selling or people putting the phone down on you? Do you want a job that’s Monday to Friday with no weekend callouts?** Then we could have a role for you! We’re looking for people to answer inbound calls and web...

  • Weekend Sous Chef

    7 days ago

    Aldeburgh, Suffolk, United Kingdom FIRST CONTACT Full time

    This Beauttiful Hotel on the wonderful Suffolk Coastline with a Fantatsic Restaurant is looking for a Sous Chef to join and help lead this kitchen brigade whilst creating fresh dishes to high standards for guests. They offer a variety of fresh food choices for their guests and customers using locally sourced ingredients and produce as the Head Chef and his...

  • Contact Center Agent

    Found in: Whatjobs ES C2 - 4 days ago

    Ipswich, United Kingdom eTeam Full time

    Job Title: Contact Center Agent Contract: 03 Months Location: Ipswich, UK- Onsite The Role: Working in a busy call centre, within a friendly and professional team. You will mainly be taking inbound calls relating to a variety of occupational pension schemes. You may be required to answer queries via email and be asked to provide support to the...

  • Service Centre Admin Manager

    Found in: beBee S GB - 2 weeks ago

    Ipswich, United Kingdom WTW Full time

    This is a fantastic opportunity to join a highly successful and growing organization as a Service Centre Admin Manager and to work in Willis building(Grade I listed) based in Ipswich. As a Service Centre Admin Manager your role will be varied, responsibilities include client support, data analysis, reporting, quality monitoring, driving performance,...

  • Administrator/receptionist - Diabetes Centre

    4 days ago

    Ipswich, United Kingdom East Suffolk and North Essex NHS Foundation Trust Full time

    We have an excellent opportunity for a full time Administrator/Receptionist within the Diabetic Foot Clinic and Diabetes Centre at Ipswich Hospital. You will be a member of the team providing an efficient Administrative / Reception support to the Diabetic Foot Clinic and the Diabetes Centre. You will be responsible for carrying out administrative,...

  • Administrator/receptionist - Diabetes Centre

    2 days ago

    Ipswich, United Kingdom East Suffolk and North Essex NHS Foundation Trust Full time

    We have an exciting opportunity for a full time Administrator/Receptionist within the Endocrinology and Diabetes Service at Ipswich Hospital. You will be a member of the team providing an efficient Administrative / Reception support to the Diabetes Centre and on occasion at the Diabetic Foot Clinic You will be responsible for carrying out administrative,...

  • Call Centre Agent

    20 hours ago

    Ipswich, United Kingdom Huntress Full time

    The Role Performance Objectives: Excellence - Forward on escalated calls in the correct manner - Maintain and develop knowledge of pension schemes People - Provide support to the administration team - Support team members during busy periods - Work as part of an effective team Clients - Answer the phones and respond to members queries to set service...

  • Customer Service Advisor

    4 days ago

    Ipswich, United Kingdom WTW Full time

    The offices are in central locations with close proximity to transport links and all the benefits you’d expect a large company to offer. We’re looking for people to answer inbound calls and web chats and no prior experience is required as full training will be provided. We offer a new starter induction, along with further training to keep your skills...

  • Head of Sales

    2 weeks ago

    Suffolk, United Kingdom Exact Sourcing Limited Full time

    Due to expansion, our client is looking for a Head of Sales to join their existing business. You will be working on developing and growing the UK market and with offices in and around Europe you will be part of an international team working towards a common goal with a clear focus on developing the UK market. As the Head of Salesperson, you will be...

  • Head of Chemistry

    4 days ago

    Suffolk, United Kingdom Thurston Community College Full time

    **Thurston Community College** Thurston, Bury St Edmunds Suffolk IP31 3PB Tel: 01359 230885 Principal: Nicki Mattin B.Ed (Hons) NPQH Current Roll: 1572; Years 7-11: 1358; Sixth Form: 214 **Permanent Role** **Head of Chemistry** **Full Time** **Required to start Easter or September 2023** **MPS/UPS TLR2B** **The Opportunity?** - An exciting...

  • Head of Classics

    Found in: beBee jobs GB - 2 weeks ago

    Ipswich, Suffolk, United Kingdom Royal Hospital School Full time

    The Royal Hospital School is a leading independent co-educational boarding and day school for 11 – 18 year olds, set in 200 acres of Suffolk countryside overlooking the River Stour.The Royal Hospital School has been ranked as one of the 'Top Independent Schools in East Anglia' by The Sunday Times, is the only independent school in Suffolk to be included in...

  • Head of Sport

    6 days ago

    Ipswich, United Kingdom Ipswich Borough Council Full time

    **Ipswich Borough Council, Ipswich IP1 2DE**: - **£57,398 - £61,750 per annum**: - **37 hours per week**: - **Permanent**: - **Reference: 0879**: - **Required as soon as possible.** Ipswich Borough Council is committed to enabling people to enjoy sport and physical activity in ways which meet their needs and supports an active, healthy lifestyle....

  • Director of Music

    2 weeks ago

    Ipswich, Suffolk, United Kingdom Association of British Choral Directors Full time

    Ipswich Choral Society, a SATB choir of some 90 voices, is looking for an enthusiastic, dynamic Director of Music to start work with the choir in January 2025, following the retirement of our current Director. We are an extremely friendly and welcoming choir that includes a range of ages and experience. Founded in 1824, we perform music from the 16th to 21st...

  • Head of Operations

    7 days ago

    Ipswich, United Kingdom University of Suffolk Students' Union Full time

    **Head of Operations** The University of Suffolk Students’ Union (SU) is a charity and membership organisation which represents and supports our students studying at our Ipswich campus, as well as across the UK and overseas. We are student-led and provide a range of services and opportunities to students including representation, advice, events and social...

  • Business Development Executive Director

    7 days ago

    Ipswich, Suffolk, United Kingdom Polkadotfrog Ltd Full time

    Working within a busy and thriving sales team concentrating on new business development through telephone sales and email marketing. You will be joining the fastest-growing coffee solutions company in the UK in their fantastic new head office building just outside of Ipswich with lots of parking. This company is a market leader that is very well known...