Head of Contact Centre

We have an exciting opportunity for a proven Contact Centre professional to join our growing team. Coming from a background in financial services and with a positive and energetic approach, this role will provide oversight and direction to the Team Leaders within your contact centre.

**The Role**
- Deliver and exceed budget
- Provide leadership, management and direction to all Team Leaders
- Create consistent, efficient and multi-channel teams within your contact centre
- Deliver sales through service focusing on fair customer outcomes
- Implement targets that are realistic and supported by timely management information
- Create a culture where people are encouraged to make informed decisions based upon their training and experience
- Implement and manage performance rewards that are appropriate and consistent
- Empower people to be accountable for their performance and drive their personal development
- Create a coaching environment that supports, encourages and develops our people
- Work with your line manager to ensure your contact centre activity complements strategic objectives across all other business areas
- Work with the Head of Contact Centres to ensure your contact centre reflects the longer-term objectives and priorities of the Schemes and Affinities Division
- Report to the Head of Contact Centres on organisational plans and contact centre performance
- Challenge, influence, debate and decide on issues affecting and influenced by the contact centre
- Ensure that adequate organisational plans, procedures and controls are in place in the contact centre
- Promote adherence to company policies and procedures by acting as a role model and key driver for your contact centre
- Ensure sound governance and best practice is continually developed in your contact centre
- Oversee recruitment and resource requirements for your contact centre
- Develop service standards, performance benchmarks and objectives for the contact centre that are consistent with other areas of the division
- Take responsibility for ensuring the contact centre is compliant with all regulatory requirements
- Ensure sufficient risk-based MI to demonstrate that the contact centre remains within risk appetite/tolerance alongside taking responsibility for ensuring compliance is embedded across all areas of the contact centre
- Have a minimum of 5 years contact centre and operational experience
- Proven resource planning, decision making, problem solving and be an exceptional negotiator.
- Possess an understanding of systems used in multi-channel contact centres as well as being able to analysis and interpret Data
- Understanding of how to motivate, develop and create high performing contact centre teams
- Able to effectively communicate at all levels at the highest of standards.
- Ability to contribute to divisional strategy
- Exceptional organisation and time management skills
**Further information**
As well as a competitive salary we offer the following benefits -
- Competitive holiday allowance with the annual option to buy additional days
- Death in Service benefit of x4 salary
- Company pension scheme
- Very generous maternity and paternity leave packages
- A flexible benefits package which allows you to add additional benefits to your overall package
- Our benefits portal offers discounts on technology & electronics, cinemas, restaurants, days out, mortgage advice, travel and many more
- Referral schemes
- Discounted rates on PIB products
- We offer a first-class employee benefits and welfare package to support our employees with financial management, cycle to work scheme, counselling support, health screening, will writing, menopause support, books, stopping smoking and much more
- We also offer a wide range of discounts including a kids pass - giving you discount to over 4500 attractions and activities, discounts at hairdressers and beauticians, climate change projects with lots of other options to choose
- PIB has a comprehensive learning & development framework, including professional study options and apprenticeships which are available to all employees, and which will support your career development
PIB Group are committed to improving their environmental impact in a responsible way. From the individual actions that our colleagues take every day through to installing the right facilities across our premises, there are many measures in place to help reduce PIB’s carbon footprint.

We are an equal opportunities employer, committed to hiring a diverse and inclusive workforce. We do not discriminate on the basis of race, colour, gender, religion, disability, age, sexual orientation or any other characteristic protected by law.