Head of Prospecting
3 weeks ago
Office in Leeds, LS15 8ZB
Hybrid working
~25 days holiday - plus bank holidays
~ Birthday day off
~ Holiday purchase scheme
~ Flexible working hours
~ Cash healthcare plan
~ Cycle to work scheme
~ Car share scheme
~ Enhanced maternity and paternity pay
~ Gym discounts
~ Access to training
~ Fun, friendly office atmosphere
Hours of work will be flexible and dictated by the needs of the business, therefore it is expected that the successful applicant will work those hours necessary to successfully discharge the duties of the role.
Working with the Managing Director and other key stakeholders to help develop business strategy, with a specific focus on identifying opportunities to improve customer outcomes.
The role holder will also have ownership of the design of the customer journey from prospecting through to advice delivery and responsibility for scheduling and capacity planning to ensure the business is resourced appropriately.
Performance of the Customer Solutions department across key performance indicators (Enquiry to Advice Transfer, Fact Find Completion, Agent Quality, Agent output)
Ensure relevant MI is accessible to measure performance effectively following changes made for improvement.
Lead/participate in projects providing a focus on improving conversion and efficiencies, whilst ensuring the customer benefits from any changes.
Customer journey design, improvement, and implementation.
Not your typical financial services firm...
We do this by delivering world-class customer experiences, continually innovating, and embracing digital technology to make dealing with the company both efficient and engaging.
In-house training and development facilities plus the empowerment of colleagues are just a couple of components that have helped this culture to thrive.
Customers come from all walks of life, and great service comes from seeing the world from their point of view.
Raise the bar
~ Strong organisational and time management skills, with the ability to prioritise and manage multiple projects simultaneously.
Possesses strong analytical skills, with the ability to interpret data and spot trends whilst keeping updated on industry trends and standards.
Excellent relationship and rapport building skills
Ability to use all Microsoft Office programmes to a competent level
Contact centre management experience
Experience within the financial services industry or other regulated industry.
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