Head of Contact Centre

6 months ago


NewarkonTrent, United Kingdom CCA Recruitment Full time

**Role: Head Of Contact Centre**
**Salary Range: £60,000.00 - £80,000.00**
**Working Arrangement: Hybrid working - 3 days a week in the office.**
**Location: Newark**

Are you ready to lead, drive success and innovate within a fast paced environment based within Financial Services? If so my client who has 20 years in the debt advice and debt management space is currently looking for an experienced Head of Operations to join their ever growing business.
Reporting into the Director of Operations the main responsibilities in this role will be:

- Lead, manage and motivate Heads of Debt Management Departments both in the UK and Lisbon, Portugal to maximise performance and achieve the operational KPIs across our service delivery
- Identifying improvements and managing change to achieve evolving customer service delivery
- Drive commercial, customer and regulatory outcomes through effective management, analysis and identifying trends on key management information
- Actively lead teams from a culture and engagement perspective through embedding the values, colleague recognition, learning and development and great communication
- Effective performance management through monthly 1to1s, coaching and feedback
- Work closely with business support functions and take responsibility for developing, implementing and embedding organisational change initiatives
- Pro-actively manage teams to ensure customer outcomes are appropriate through call quality and training and competence
- Work collaboratively with other managers to ensure overall performance consistently meets requirements and expectations
- Actively manage risks in the operation to achieve regulatory, compliance and client standards

**Although you would be mainly managing Lisbon remotely there would be an expectation in the first 6 months to visit their Portugal office once every other week.**

This is a hybrid working role with expectations to work in their UK offices based in Newark 3 days a week.

**Job Type**: Permanent

**Salary**: £60,000.00-£80,000.00 per year

**Benefits**:

- Company pension
- Employee discount
- On-site parking

Work Location: In person


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