Call Centre

6 months ago


Bristol, United Kingdom Computershare Full time

**Location: Bristol (Hybrid)**

This is a hybrid position based in Bristol. We’re committed to your flexibility and wellbeing and our hybrid strategy currently requires two days a week in the office, giving you the option to work remotely for some of your working week. Find out more about our culture of flexible working.

**We give you a world of potential**

We are looking for an energetic, dynamic people leader to join the Contact Centre where you will lead a team of highly motivated customer service professionals, striving to develop and empower them to deliver world class customer service while balancing client service demands.

As part of the Contact Centre Leadership team, you will play an integral part in delivering excellent customer service across all our communication channels.

**A role you will love**

You will take responsibility for your team’s contribution towards the success of the Contact Centre’s operational and service delivery goals, delivering excellent customer service whilst achieving client service level criteria, management, and development of your team members, ensuring high quality assurance scoring and compliance with regulatory requirements.

**Other key responsibilities include**:

- Actively manage, coach, and provide development plans for all team members, resolving performance issues promptly and provide motivation that encourages all team members to deliver to their full potential
- Ensure our ‘Being Purple’ framework is in use as a development and motivational tool
- Assist the contact centre with handling escalations where necessary
- Identify developing trends to improve efficiency and service

No weekends We’re offering Monday - Friday, needing the right person to be flexible between 8am and 9pm (on a rota basis).

**What will you bring to the role?**

As with any role we want to find the right person and make sure you know everything you need to know before applying So, here are some of the key aspects of the role and what we need from you.

We are looking for a people focussed individual; a leader who is constantly looking to improve the customer experience for callers, whilst balancing business needs and requirements.

A strong understanding of an Operations/Contact Centre environment is very important, along with strong leadership experience to manage a multi-skilled high-volume Customer Service Team.

You will be able and efficient in prioritising workloads, have meticulous attention to detail and be able to prioritise work based on urgency and using sound business rationale.

You should be able to identify trends and areas for improvement in both process and people, and seek to drive through change where necessary, utilising excellent verbal and written communication skills to do so.

**You’ll also need**:

- Strong Leadership skills
- Operational knowledge
- Flexibility, adaptability to manage under pressure
- Change Management
- Customer focused, with a desire to deliver customer service excellence at all times
- Effective Communication Skills
- Decision Making
- Planning and organising skills Attention to detail

**Rewards designed for you**

**Employee Share Plan. **Set aside salary to purchase shares in our company and you’ll receive a company contribution as well.

**Health and Wellbeing. **Our health and wellbeing rewards can be tailored to support you and your family.

**Save for Your Future. **We will support you along your retirement savings journey.

**Paid time away from work. **Our employees enjoy a competitive paid time off package, including a day each year to volunteer time for a good cause that is important to you.

**Employee Discounts. **We’ve partnered with other organisations to offer you extra savings. Enjoy discounts with banks, car manufacturers, on flights, accommodation, and days out as well as with many big brand shops.

**Extra Rewards. **From tuition reimbursement to cash bonus recruitment referral programs, our comprehensive benefits package offers a multitude of options.

**A company to be proud of
We're a global leader in financial administration with over 14,000 employees across more than 21 different countries. At Computershare, it’s more than just a job, our open and inclusive culture means that we will help you to grow, to move forward and make the most of our world of opportunities.

**A diverse and inclusive place to work
Computershare is an equal opportunity employer. Qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, protected veteran status, or other characteristics protected by applicable law.



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