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Contact Centre Service Manager

1 month ago

Bristol, Bristol, United Kingdom Sanderson Recruitment Plc Full time
About the Role

We are seeking a highly skilled Contact Centre Service Manager to join our team at Diligenta. As a key member of our operations team, you will be responsible for overseeing customer journeys for one of our key accounts, ensuring outstanding customer experiences and outcomes.

Key Responsibilities
  • Manage and enhance customer journeys to meet business requirements and corporate objectives.
  • Oversee resource capabilities, either directly or through a Matrix approach, to ensure effective delivery of contractual and non-contractual metrics.
  • Analyse data, complaint trends, and feedback to identify and implement continuous improvement initiatives.
  • Lead a team of direct and Matrix reports, fostering a high-performing and engaging environment focused on enhancing customer and business outcomes.
  • Drive digital adoption initiatives to optimize the use of digital channels, supporting both client service and cost efficiency.
Requirements
  • Proven management skills, with a demonstrated ability to motivate and inspire their team to achieve high performance.
  • Possess strong analytical skills, capable of translating complex analyses into actionable insights that drive results.
  • Must have a solid commercial acumen, with a track record of identifying and delivering opportunities for cost reduction and revenue growth.
  • Effective stakeholder management is essential, as the role involves working closely with key business and client stakeholders to achieve shared objectives.
  • Excellent presentation skills, both verbal and written, enabling them to communicate ideas clearly and persuasively.
  • Strong capabilities in controls and risk management are critical for ensuring operational effectiveness and compliance.
  • Significant experience in operations is required, ideally gained in team leader or managerial roles within contact centre.
  • Familiarity with the UK Life and Pensions marketplace will be an advantage.
  • Experience driving improvements that encompass processes, people, and technology.
About Us

Diligenta is a leading provider of life and pensions administration services, committed to delivering exceptional customer experiences and outcomes. We are a dynamic and innovative company, with a strong focus on operational excellence and customer satisfaction.