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Head of Contact Centre

4 months ago

Speke, United Kingdom Pinnacle Group Full time

**Head of Contact Centre **(2103)****:
**Overview**:
**Ref**:
2103

**Salary**:
£80,000 - £80,000/annum + bonus

**Location**:

- United Kingdom - England - North West England - Merseyside - Speke

**Contract Type**:
Permanent

**Posted**:
21 January 2023

Pinnacle Group provides people-first, integrated services across a range of community-facing assets and infrastructure - including multi-tenure housing, schools, open spaces, public buildings, utilities and broadband networks - as well as a range of complementary employment and wellbeing outcomes. Across the UK, Pinnacle supports over 300,000 homes, 200 schools and 80 public buildings creating value, providing stewardship and generating positive outcomes for our customers, our partners and our clients.

**The Role - Head of Contact Centre**

The National Service Centre (NSC) is the first point of contact for Service Families for housing allocation and the ongoing management of all occupancy requirements.
The Head of Contact Centre is accountable for the service delivery of internal functions across telephony and digital channels and the supplier management of an outsourced team to ensure the agreed service standards are met and a culture of continuous improvement is embedded across all teams.
This role will engage with internal stakeholders, external suppliers and manage a 3rd party outsourced function in a critical role to deliver a consistent service to the end customer.

**Key Responsibilities**
- Provide strong leadership in the delivery of service across in house functions across multiple channels with the ability to drive service improvements and develop a culture of continuous improvement.
- Accountable for planning and managing resources and workload to ensure service standards are maintained and SLAs achieved.
- Provide clear direction and support to the outsourced Repairs and Maintenance function ensuring Client requirements are met through a collaborative and robust engagement model.
- Manage the performance and operational output of outsourced customer service partners. Review out/in-sourced operating model and approach on a regular basis.
- Work with internal stakeholders and external partners across the supply chain to build and deliver effective plans to move the service into the next phase of transformation.
- Work with existing Project Leads to implement ongoing technical and process changes to deliver improved capability and operational efficiencies.
- Drive digital capability and ongoing service improvements through customer insight analytics and deliver cost and operational efficiencies.
- Maintain awareness of the external marketplace and work with stakeholders to implement best practice and innovative ways of working.
- Drive improvement in the customer experience, utilising feedback through the service improvement process, customer satisfaction surveys and the Quality monitoring process. Translate through root cause analysis into improvement initiatives, and drive sustainable change.
- Use data to drive business and operational decisions to improve business performance and customer experience.
- Develop and maintain a disaster recovery and business contingency plan to ensure continuity of service in the event of minor to major disruption.
- Create an effective strategic and forward thinking leadership team with excellent employee engagement and performance management skills, customer service delivery and analytical skills.
- Embed a culture of learning and development to deliver career progression and succession planning.
- Manage operational budgets.
- Ensures compliance with all applicable laws and regulations including GDPR and the handling of sensitive customer data; employment legislation including Working Time Directive; and Health and Safety.

**Qualifications and Experience**
- Significant and proven experience as a senior manager working in a multi-channel environment in the Contact Centre / Customer Service space.
- Experience of managing outsourced function (supplier or client)
- Measurable success in the delivery of operational and cost efficiencies in front line and back office service delivery.
- Experience in the utilisation of digital tools to drive down customer contact and develop self-service options.
- Demonstrable achievement in improving the customer journey and converting analytics into improvement initiatives.
- Proven track record in delivering business change with strong leadership skills.
- Experience of stakeholder management and working in a partnering environment.
- Excellent communication skills (written and oral); able to communicate effectively with technical and non-technical audiences.
- Computer literate - Microsoft Word, Outlook, Excel and Project.

**Contact information**:
ServiceFA Mock