Emergency Resolution Centre Manager Chichester

2 weeks ago


Chichester, United Kingdom Taking Care Full time

**CONTACT CENTRE MANAGER**
- Are you an experienced customer service/contact centre manager looking for your next challenge? _

We have an amazing opportunity for a Contact Centre Manager to lead our Chichester Resolution team handling emergency calls in a 24/7, 365 days’ a year alarm centre. This supporting a diverse and largely vulnerable customer base.

**_Caring for our customers is at the heart of everything we do. We love what we do and are proud of the service we provide. _**

As part of the AXA Group, Taking Care provides around the clock support to over 100,000 people. Through our personal alarm monitoring service we give people the confidence to live well and remain in the home they love. Our ambition is to be the single sourceof products, services, information, and advice our customers can trust to take care of the essentials of life.

**As Contact Centre Manager you will**:

- Performance manage and coach Team Managers to ensure Resolution staff are developed to their full potential.
- Carry out regular 1-2-1’s with your staff to support them to achieve individual and company targets.
- Use quantitative and qualitative measures to ensure a high level of service and quality is maintained.
- Operate a resilient centre that delivers a safe service that adheres to existing governance
- Set and monitor objectives, conduct appraisals with your members of staff.
- Manage and maintain service level agreements, liaising with clients and customers.
- Manage complaints and escalations from Team Managers
- Identify and work on opportunities to improve efficiency, service delivery and employee engagement
- Be proactive and self-motivated.
- Establish relationships with key B2B clients
- Represent the centre though cross-functional collaboration

**Development and Training of our staff is really important to us, however we will need the following core skills and experience to be able to fulfil the role**:

- Evidence of value add in a similar leadership role
- Comfortable working with and interpreting data to gain insight that leads to service and efficiency improvements
- Good standard of education to GCSE level or equivalent.
- Comfortable with Microsoft Office Suite to intermediate level, and good level of computer literacy
- Evidence of using customer management systems
- Experience of achieving KPIs through effective people management.
- Proven history of delivering excellent customer service and driving change
- Ability to act decisively and promptly.
- Understanding of the principles of Protection of Vulnerable groups.
- Working knowledge of call/emergency centre systems. (Desirable)



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