Contact Centre Manager-HAAS

1 week ago

Bristol, Bristol, United Kingdom Serco Full time

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Job Title: Contact Centre Manager- Health Assessment Advisory Service

Location: Bristol -Hybrid (with travel to Stockton on Tees).

Permanent, Full time

Here at Serco, we deliver health assessments that help determine eligibility for benefits on behalf of the Department for Work and Pensions (DWP).

Our extensive experience supporting complex case management services across the globe and experience of working with the DWP enables us to impact a better future for all. Service users are treated with care and respect, and our colleagues thrive in a supportive culture.

As the Contact Centre Manager, you will be managing a team of call centre operatives for the HAAS (Health Assessment Advisory Services) contract. You will be responsible for the day-to-day monitoring of the call stats ensuring that we are operating within our defined KPI's. You may need to assist with answering calls when demand is needed. You will also be part of target setting for the operatives in the call centre.

Reporting to the Head of Clinical Operations, the Contact Centre Manager is required to head up the Contact Centre, to deliver the agreed performance (established by the SMT with input from the CCM as appropriate). The CCM will be the lead to deal with enquiries, be the face for the Operations team and produce the required targets and success reports. You will have management responsibility over Contact Centre Team Leader and a team of Contact Centre Advisors.

Your main responsibilities:

  • Be the primary interface between Serco and our target customers being responsible for current and new client pricing negotiations.
  • To produce and present weekly, monthly, quarterly call centre stats as required by the senior contract manager.
  • To support and liaise regularly with the contract managers regarding the functions of the call centre.
  • Ensure compliance with the Serco Country Standard Operating Procedures (CSOPs).
  • To conduct regular reviews of plans, monitoring and taking action to ensure business targets are met, including submitting accurate and timely reports to the appropriate line management.
  • To represent and promote the 'Serco Way' and the Values of the business to customers, stakeholders, the community, and the public, fostering a partnership approach to relationships.
  • Ensure customer expectations are met with consideration to legal and compliant requirements.
  • Support a clear and focused business direction given current organisational capacity and external factors. Balancing risk and return in making decisions on business opportunities to achieve better short and long-term results.

What you'll need to do the role:

  • Ability to manage a team of people.
  • Proven ability to deliver against targets and objectives.
  • Leadership Behaviours – Delivers customer service, solves problems, generates ideas, delivers against own objectives, demonstrates personal drive, gains others trust, communicates effectively, demonstrates collaboration, adapts to change, respects difference, assumes responsibility, supports colleague development, and maintains composure.
  • Background knowledge of the Health Assessment industry (desirable not essential)

What we offer

  • Up to 6% contributory pension scheme
  • A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Simply Health Plans, Annual Leave Purchase Scheme and more.
  • A Serco benefits portal offering a wide range of discounts for major high street brands in Retail, Leisure & Hospitality
  • Committed to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities.
  • Up to 25 days annual leave plus bank holidays

About Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.

Apply
Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.

At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Gold Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact

At Serco we support fair access to employment for those with unspent criminal convictions through the 'Ban the Box' pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on to discuss.

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