Senior Retail Operations Lead

**We’re First Central Insurance & Technology Group (First Central for short), an award-winning innovative insurance and technology organisation, delivering market-leading motor insurance, underwriting, distribution, finance, technology and legal services.**
Strategic thinker, analytical with the ability to look at the bigger picture - sound like you? Happy to roll your sleeves up and get stuck in Then how about joining us as a Senior Retail Operations Lead in either **Haywards Heath, West Sussex** or **Salford Quays, Manchester** reporting to our Head of Retail Customer Operations.

You’ll help and lead team actions plans within our Customer and Operations pillar, working closely with key stakeholders around the business and building relationships with outsourced partners. You’ll get involved in exciting projects across the department bringing along your expertise in translating complex information into operational impacts and actions, handling any problems along the way to ensure we deliver the best customer experience.

And our success? Well, that’s entirely down to our talented people, who we know, are our biggest asset. **Check out our Glassdoor page** to see what our employees think about working here.

**Job responsibilities**:

- Lead the coordination of team action plans and work with stakeholders to drive collective initiatives align to Retail Operations objectives
- Provide comprehensive support to the Head of Retail Ops and wider team across all objectives
- Operate as primary lead on relevant Retail Operations governance processes - to include the support of key stakeholder forums/working groups, internally and externally
- Lead on the governance and administration of key forums/working groups including engaging stakeholders to drive action plans and ensure colleagues are delivering
- Administer the Change Control Process including management of requests that have impact/implication on Retail Operations team and outsourced partners
- Act as custodian of the Telephony Platform, facilitating changes and updates whilst retaining integrity of the customer experience.
- Own the configuration of the telephony system, including new numbers, routing, opening times, etc and manage the change control
- Embed a culture and values with our outsourced colleagues to ensure colleagues are engaged and their wellbeing is prioritised
- Comply with the requirements, and act in accordance with, the Group Code of Conduct and Fitness and Propriety policies at all times
- Ensure compliance with Company Policies, Values and guidelines and other relevant standards and regulations at all times
- Any other reasonable duties

**Experience & knowledge**:

- Proven contact centre experience in a back office, change or management function
- Ability to display a strong understanding of the contact centre industry and best practice
- Experience in working with outsourced partners
- Knowledge of projects, Agile and continuous improvement methodologies
- Capable of translating complex information into potential operational impacts and actions

**Skills**:

- Strong analytical skills, the ability to identify problems and find effective solutions
- Excellent communication skills at all levels
- Outcome driven with the ability to perform under pressure
- Flexible in approach and comfortable with both teamwork and independent working

**Behaviours**:

- Ambitious in your work and desire to provide excellent outcomes for the customer and our business
- Collaboration with colleagues from our business and partners to deliver our company objectives and KPIs
- Agility to adapt in a face paced and energetic company to extract optimal value
- Ownership of your role and the delivery of our team objectives
- Self-motivated and enthusiastic
- An organised and proactive approach
- Flexible in approach and comfortable with both teamwork and independent working
- Strives to drive business improvements to contribute to the success of the business

**What can we do for you?
**We believe we can offer you a great working environment as we’re so passionate about our people. Here are just some of the benefits and perks that we offer
- Fantastic training and development opportunities
- Employee benefit packages to suit your lifestyle
- Flexible working
- YOUday - we give you an extra day off to celebrate a special day
- The opportunity to take a paid day off each year to do charity work
- A health cash plan
- Help with travel expenses
- The opportunity to buy additional holiday
- Company pension scheme
- Group life assurance
- Enhanced maternity and paternity pay
- Professional subscription fees paid

Employee wellbeing is high on the agenda here too. We provide discounted membership at a local health club and access to an Employee Assistance Programme, which promotes physical and emotional wellbeing at work and at home. In addition, we provide wellbeing events throughout the year to support physical and mental health.

For further informatio