Contact Centre Admin Manager

1 month 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, project planning, coaching/development, performance management and answering interactions / escalations.

We provide an omni-channel support service via email, chat, and voice. This position reports directly to the Head of Contact Centre and would be responsible for leading the Ipswich Service Centre, overseeing service delivery for multiple Clients, with two Team Leaders reporting to you directly.

The Role

  • Responsible for the quality and performance objectives defined by WTW.
  • Responsible for the adherence to the change, quality assurance and operational excellence frameworks enabling a quality service.
  • Ability to work with key stakeholders and Service Centre Leadership team to make commercially focused decisions influencing both internal and/or external stakeholders on service delivery, growth, and continuous improvement to streamline and make effective change to operational service.
  • Accountable for ensuring Team Leaders conduct activities in line with internal procedures, policies, and legislation, including industry standards.
  • Ensuring team productivity is at its optimum and is measured.
  • Creating a collaborative culture in which processes are applied consistently within the Community where teams are better enabled to work flexibly to support each other

The Requirements

  • Experience as a Service Centre / Contact Centre Manager
  • Experience in omni-channel environment is preferred
  • Self-motivated with a high level of initiative/drive, energised to inspire / motivate a team.
  • A strong leader and negotiator, with good influencing skills
  • Critical thinking to facilitate more in-depth discussions.
  • Strategic thinker, with evidenced ability of suggesting, developing, and implementing process improvements to enhance member experience / productivity.
  • Excellent time management skills and the ability to oversee multiple concurrent projects, including the ability to support the removal of escalated blockers.
  • Organized, with the ability to manage time and completing priorities, including team prioritization.
  • Ability to thrive and drive delivery in a busy, demanding and changing environment.
  • Flexibility to adapt to changing business needs and competing priorities.
  • Experience in the pensions industry / a client facing environment preferrable.

At WTW, we believe difference makes us stronger. We want our workforce to reflect the different and varied markets we operate in and to build a culture of inclusivity that makes colleagues feel welcome, valued and empowered to bring their whole selves to work every day. We are an equal opportunity employer committed to fostering an inclusive work environment throughout our organisation. We embrace all types of diversity.

Equal Opportunity Employer

#J-18808-Ljbffr

  • Ipswich, Suffolk, United Kingdom WTW Full time

    Due to growth, we are very excited to be opening a new Contact Centre in the iconic Willis Building, Ipswich, and are looking for customer service focused individuals to join our team. As a Contact Centre Team Leader your role will be varied, responsibilities include data analysis, reporting, quality monitoring, driving performance, project planning,...


  • Ipswich, United Kingdom WTW Full time

    Customer Service Agent (Contact Centre) - Ipswich, GB February 20, 2024 **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...

  • Day Centre Manager

    4 weeks ago


    Ipswich, Suffolk, United Kingdom The Rowan Organisation Full time

    Magdalen House. An Allegra Care Home. As well as our beautiful care home, we run a 'Dementia Cafe' day centre for the local community. We provide activities and support for people who join us, and we have a Part-Time vacancy to work in the centre for 18 hours a week, on Tuesdays and Fridays 9am-5pm. The hourly rate is £11.80. The successful...


  • Ipswich, United Kingdom Mitie Full time

    Are you looking for an opportunity to take the next step in the security industry? Would you like to work in a corporate enviroment with a balance between admin and security duties? This might be the role for you! **Job Overview** - This position is split between security and admin duties - Working in accordance to the site assignment instructions -...


  • Ipswich, United Kingdom Mitie Full time

    Are you looking for an opportunity to take the next step in the security industry? Would you like to work in a corporate enviroment with a balance between admin and security duties? This might be the role for you! **Job Overview** - This position is split between security and admin duties - Working in accordance to the site assignment instructions -...


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

    Do you have a desire to learn and develop in the field of interventional cardiology? If so, we have the perfect job for you at The Ipswich Heart Centre. This is a wonderful opportunity for a dynamic, motivated and innovative individual, who has keen interest in an area that supports the delivery of coronary angiography, rotablation, stenting & cardiac...

  • Admin Assistant

    1 month ago


    Ipswich, United Kingdom Sidegate Primary School Full time

    We are seeking an enthusiastic, reliable and highly organised Admin Assistant to help manage the day-to-day running of our busy office and school reception. As Admin Assistant, you will be the first point of contact for visitors to the school, parents, staff and students, representing our organisation in a professional and friendly manner. As part of the...


  • Ipswich, Suffolk, United Kingdom LMA Recruitment Full time

    Job Description The ideal candidate loves talking to people and proactively solving issues. You will be responsible for converting customers into passionate evangelists    Responsibilities Communicate with customers via phone, email and chat Provide knowledgeable answers to questions about product, pricing and availability Work with internal...

  • Admin / Payroll Clerk

    2 weeks ago


    Ipswich, Suffolk, United Kingdom First Call Contract Services Full time

    First Call Contract Services are looking for a payroll clerk / administrator for our busy town centre office in Ipswich. We have a nationwide network of offices and supply temporary and permanent staff to the industrial sector click apply for full job details #

  • Admin / Payroll Clerk

    2 weeks ago


    Ipswich, Suffolk, United Kingdom Compenij Full time

    First Call Contract Services are looking for a payroll clerk / administrator for our busy town centre office in Ipswich. We have a nationwide network of offices and supply temporary and permanent staff to the industrial sector. Our payroll administrators play a vital role in the business. Your job will be to make sure that our temporary colleagues get...

  • QA Admin

    1 day ago


    Suffolk, United Kingdom The Sterling Choice Full time

    QA Admin Food Manufacturing Location: Suffolk Salary: £25,000 Are you the sort of person who likes to make sure everything is done to a great standard? Do you enjoy getting to the root of a problem? Well look no further if you are either experienced in the food industry or looking to get into a role where you can start a great career in the quality...

  • Call Centre Agent

    2 hours ago


    Ipswich, United Kingdom Huntress Remote Work Freelance Full time

    A global insurance company based in Ipswich are looking for a Contact Centre Agent to join their team on an initial 3 month assignment. The RoleWorking 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...

  • QA Admin

    1 day ago


    Suffolk, United Kingdom The Sterling Choice Full time

    QA AdminFood ManufacturingLocation: SuffolkSalary: £25,000Are you the sort of person who likes to make sure everything is done to a great standard? Do you enjoy getting to the root of a problem?Well look no further if you are either experienced in the food industry or looking to get into a role where you can start a great career in the quality function...


  • Ipswich, Suffolk, United Kingdom Sanctuary Personnel Ltd Full time

    Job Title: Senior Registered General Nurse - Neurological Care Centre Location: Ipswich Type: Permanent Salary: £34,710 per annum+ 30% enhancements at weekends Join our client's team and embark on an enriching career journey as a Senior Registered Nurse at the renowned Neurological Care Centre, nestled in the picturesque surroundings of...

  • Account Manager/Admin

    4 weeks ago


    Ipswich, Suffolk, United Kingdom Willis Towers Watson Full time

    We are currently seeking an Account Executive (Technician) to help continue build out of our offering within Structured Risk. The successful candidate will work across both Property and Casualty (Re)Insurance lines and will support an existing team that is working on and handling an existing portfolio of material sized placements. We expect the candidate...


  • Ipswich, United Kingdom Babergh District Council and Mid Suffolk District Council Full time

    **Babergh and Mid Suffolk District Councils - Ipswich IP1 2BX**: - **£40,478 to £46,549 per annum (pro rata for part time)**: - **Full Time, 37 hours per week**: - **Permanent** **Full time, part time and job share opportunities will be considered.** We are looking for a** Town Centre Vision Coordinator** to join our team in **Economic Growth &...

  • Admin Support Officer

    1 month ago


    Ipswich, United Kingdom Babergh District Council and Mid Suffolk District Council Full time

    **Babergh and Mid Suffolk District Councils - Ipswich IP1 2BX**: - **£22,369 to £25,409 per annum (pro rata)**: - **18.5 hours per week**: - **Permanent** **Job share opportunities will be considered.** **What we are looking for** We are looking for a part-time **Admin and Technical Support Officer **to join our team in **Environmental...

  • Dental Receptionist

    5 days ago


    Ipswich, United Kingdom Appolonia Dental Centre Full time

    the receptionist will be responsible for all admin duties of a small dental practice including answering the phone, booking and cancelling appointments, meeting and greeting customers, filing and money handling. **Job Type**: Part-time Pay: £10.00-£11.00 per hour Work Location: In person

  • Sales Ledger

    1 day ago


    Ipswich, Suffolk, United Kingdom Pure Resourcing Limited Full time

    Temporary Ipswich - Free parking Pure are currently recruiting for a Temporary Sales Ledger Assistant for a business based in the Ipswich. The successful candidate will already have gained some accounts or admin experience who is looking to develop their knowledge in Finance. Reporting and processing the daily bank receipts ~Raising invoices for...

  • Manager PMO

    2 weeks ago


    Ipswich, Suffolk, United Kingdom People Group Limited Full time

    Mechanical Project Manager MEP Contracting / Building Services (Construction) Ipswich / Home Working My client is a dynamic medium-sized Building Services Contractor based in Ipswich, specializing in commercial and education projects. With a proven track record of delivering high-quality Building Services installations, they've built strong...