Contact Centre Operations Manager

15 hours ago

Epsom, Surrey, United Kingdom Tate Full time
Contact Centre Experience Manager

About the Role:

The Contact Centre Experience Manager will be responsible for the operational management of the contact centre, ensuring the effective delivery of customer complaint handling, resolution, and support for customers experiencing financial difficulties.

Key Responsibilities:

  1. Lead and motivate the Contact Centre team to optimise performance and encourage professional and personal growth.
  2. Oversee the complaints handling process, ensuring issues are dealt with promptly and efficiently in compliance with relevant regulations and internal policies.
  3. Support the effective management of customers in financial difficulty by championing a customer-centric approach and ensuring high-quality levels are maintained across the team.
  4. Establish, monitor, and review key performance indicators and service levels for the contact centre team.
  5. Conduct regular meetings with team members to discuss progress, share updates, and plan future actions.
  6. Liaise with key internal teams, such as Quality Assurance and Compliance, to respond and adapt to changes in regulatory requirements.
  7. Act as the single point of contact for the Contact Centre for all key stakeholders across the business.
  8. Lead the complaint handling and customer collection process.
  9. Manage team performance, quality, trends identified through root cause analysis, and areas of improvement across both services.

Requirements:

  1. Strong team management skills with a keen ability to coach, mentor, and develop staff in a fast-paced regulated work environment.
  2. In-depth understanding of Consumer Duty and complaint handling regulations.
  3. Competencies in project management and cross-company collaboration.
  4. Strong organisation and time management skills.

What We Offer:

  1. Hybrid working pattern with 2 days in the office and 3 days from a location of your choice.
  2. Pension scheme with a matrix of options starting from 0% employee contribution.
  3. Bonus of up to 10% of salary per annum based on company performance.
  4. Life assurance of 10 x salary.
  5. Private Medical cover via Bupa.
  6. 25 days annual leave plus bank holidays.
  7. Employee Car Scheme.
  8. Employee Assistance Programme.
  9. On-site café, restaurant, and gym.
  10. Perkz (voucher discount site).
  11. Sports and social club.
  12. On-site parking.

  • Sports Centre Operations Assistant

    3 weeks ago

    Epsom, Surrey, United Kingdom Nescot Full time

    Casual Sports Centre AssistantNescot is seeking a motivated and enthusiastic individual to support the delivery of sports and fitness services to our members.Key Responsibilities:Providing exceptional customer service on reception, including responding to inquiries and managing bookingsSetting up and taking down equipment, conducting gym inductions, and...

  • Sports Centre Operations Assistant

    2 weeks ago

    Epsom, Surrey, United Kingdom Nescot Full time

    Casual Sports Centre AssistantNescot is seeking a motivated and enthusiastic individual to support the delivery of sports and fitness services to our members.Key Responsibilities:Providing exceptional customer service on reception, including responding to inquiries and managing bookingsSetting up and taking down equipment, conducting gym inductions, and...

  • Sports Centre Assistant

    7 days ago

    Epsom, Surrey, United Kingdom Nescot Full time

    Job OpportunityWe are seeking a reliable and enthusiastic Casual Sports Centre Assistant to support our busy Sports Centre at Nescot.Key Responsibilities:Assist with the day-to-day operations of the Sports CentreProvide excellent customer service to members and visitorsWork collaboratively with the team to ensure a smooth and efficient serviceWorking...

  • Sports Centre Assistant

    7 days ago

    Epsom, Surrey, United Kingdom Nescot Full time

    Job OpportunityWe are seeking a reliable and enthusiastic Casual Sports Centre Assistant to support our busy Sports Centre at Nescot.Key Responsibilities:Assist with the day-to-day operations of the Sports CentreProvide excellent customer service to members and visitorsWork collaboratively with the team to ensure a smooth and efficient serviceWorking...

  • Sports Centre Assistant

    1 week ago

    Epsom, Surrey, United Kingdom Nescot Full time

    Job OpportunityWe are seeking a reliable and enthusiastic Casual Sports Centre Assistant to join our team at Nescot Sports Centre.Key Responsibilities:Assist with the day-to-day operations of the sports centreProvide excellent customer service to members and visitorsSupport the delivery of sports and fitness programsWork collaboratively with colleagues to...

  • Sports Centre Assistant

    3 weeks ago

    Epsom, Surrey, United Kingdom Nescot Careers Full time

    Job Summary:Nescot Careers is seeking a motivated and enthusiastic individual to join our team as a Casual Sports Centre Assistant. As a key member of our Sports Centre team, you will be responsible for providing excellent customer service, ensuring the smooth operation of our facilities, and contributing to a positive and inclusive environment for our...

  • Sports Centre Assistant

    2 weeks ago

    Epsom, Surrey, United Kingdom Nescot Full time

    Job DescriptionJob SummaryWe are seeking a Casual Sports Centre Assistant to join our team at Nescot Sports Centre. As a key member of our staff, you will be responsible for providing excellent customer service and supporting the smooth operation of our sports facilities.Key ResponsibilitiesAssist with the day-to-day running of the sports centre, including...

  • Sports Centre Assistant

    2 weeks ago

    Epsom, Surrey, United Kingdom Nescot Full time

    Job DescriptionJob SummaryWe are seeking a Casual Sports Centre Assistant to join our team at Nescot Sports Centre. As a key member of our staff, you will be responsible for providing excellent customer service and supporting the smooth operation of our sports facilities.Key ResponsibilitiesAssist with the day-to-day running of the sports centre, including...

  • Sports Centre Assistant

    6 days ago

    Epsom, Surrey, United Kingdom Nescot Careers Full time

    Job Opportunity at Nescot CareersWe are seeking a motivated and enthusiastic individual to fill the role of Casual Sports Centre Assistant at our busy Sports Centre in Nescot.Key Responsibilities:Provide exceptional customer service on reception, including answering phone enquiries and taking bookings.Set up and take down equipment, conduct gym inductions,...

  • Sports Centre Assistant

    6 days ago

    Epsom, Surrey, United Kingdom Nescot Careers Full time

    Job Opportunity at Nescot CareersWe are seeking a motivated and enthusiastic individual to fill the role of Casual Sports Centre Assistant at our busy Sports Centre in Nescot.Key Responsibilities:Provide exceptional customer service on reception, including answering phone enquiries and taking bookings.Set up and take down equipment, conduct gym inductions,...

  • Sports Centre Assistant

    3 weeks ago

    Epsom, Surrey, United Kingdom Nescot Careers Full time

    Job Summary:We are seeking a motivated and enthusiastic individual to join our team as a Casual Sports Centre Assistant at Nescot Careers. As a key member of our Sports Centre team, you will be responsible for providing excellent customer service and supporting the smooth operation of our facilities.Key Responsibilities:Front of House: Greet customers,...

  • Casual Sports Centre Staff

    3 weeks ago

    Epsom, Surrey, United Kingdom Nescot Careers Full time

    Job Summary:Nescot Careers is seeking a motivated and enthusiastic individual to join our team as a Casual Sports Centre Assistant. As a key member of our Sports Centre team, you will be responsible for providing excellent customer service, ensuring the smooth operation of our facilities, and contributing to a positive and inclusive environment for our...

  • Senior Operations Manager

    1 week ago

    Epsom, Surrey, United Kingdom CVL:LDN Full time

    Operations Director OpportunityWe are partnering with a leading Civil Engineering company to fill a key role in their operations team. As Operations Director, you will be responsible for overseeing a senior operations team across the South East, ensuring the overall programming of works, and maintaining compliance with SHEQ guidelines.Key...

  • Senior Operations Manager

    1 week ago

    Epsom, Surrey, United Kingdom CVL:LDN Full time

    Operations Director OpportunityWe are partnering with a leading Civil Engineering company to fill a key role in their operations team. As Operations Director, you will be responsible for overseeing a senior operations team across the South East, ensuring the overall programming of works, and maintaining compliance with SHEQ guidelines.Key...

  • Senior Operations Manager

    1 week ago

    Epsom, Surrey, United Kingdom CVL:LDN Full time

    Operations Director OpportunityWe are partnering with a leading Civil Engineering company to find an experienced Operations Director to join their senior management team.This is a fantastic opportunity to work on a multi-utility framework contract with a turnover in excess of £80M per annum.Key Responsibilities:Oversee a senior operations team across the...

  • Senior Operations Manager

    1 week ago

    Epsom, Surrey, United Kingdom CVL:LDN Full time

    Operations Director OpportunityWe are partnering with a leading Civil Engineering company to find an experienced Operations Director to join their senior management team.This is a fantastic opportunity to work on a multi-utility framework contract with a turnover in excess of £80M per annum.Key Responsibilities:Oversee a senior operations team across the...

  • Recreation Centre Team Member

    3 weeks ago

    Epsom, Surrey, United Kingdom Nescot Careers Full time

    Job Summary:We are seeking a motivated and enthusiastic individual to join our team as a Casual Sports Centre Assistant at Nescot Careers. As a key member of our Sports Centre team, you will be responsible for providing excellent customer service and ensuring the smooth operation of our facilities.Key Responsibilities:Working on reception, including...

  • Senior Operations Manager

    6 days ago

    Epsom, Surrey, United Kingdom CVL:LDN Full time

    Operations Director OpportunityWe are partnering with a leading Civil Engineering company to fill a key role in their operations team. As Operations Director, you will be responsible for overseeing a senior operations team across the South East, ensuring the overall programming of works and client satisfaction.Key Responsibilities:Oversee a senior operations...

  • Senior Operations Manager

    6 days ago

    Epsom, Surrey, United Kingdom CVL:LDN Full time

    Operations Director OpportunityWe are partnering with a leading Civil Engineering company to fill a key role in their operations team. As Operations Director, you will be responsible for overseeing a senior operations team across the South East, ensuring the overall programming of works and client satisfaction.Key Responsibilities:Oversee a senior operations...

  • Senior Operations Manager

    2 weeks ago

    Epsom, Surrey, United Kingdom CVL:LDN Full time

    Job Title: Senior Operations ManagerJob Description:We are currently working in partnership with a leading tier one Civil Engineering company. The position will involve working on an established multi-utility framework contract with a turnover in excess of £80M per annum.Key Responsibilities:Oversee a senior operations team across the South East...