Contact Centre Operations Manager

**_Accountability, Recognition & Career GrowthHow often does a Contact Centre Operations role come around that really offers you all of these? _**
- Our client is one of the UK's fastest growing chain of dental practices. They are proud to serve local communities with their network of dentists who provide NHS and private dentistry. The group has grown dramatically since being established in 2012and now have a network of 80 practises across the UK. _
- As part of their continued success and growth ambitions they are looking to appoint a hands-on, proactive and seasoned Contact Centre Operations Manager with start-up experience to lead their new contact centre operation in Edinburgh. This is an excellentopportunity to put your own stamp on a new contact centre operation. _
- Reporting to the Director of Marketing, you will lead the set up of the new customer contact centre, deliver training, drive quality, develop a team culture and among other things ensure that customers receive an outstanding customer service experience. _

**_What will you get?_**
- Circa £40,000 basic salary
- Working hours: Monday to Friday 9-5:30pm (37.5 hours)
- Holidays: 25 days holidays plus Scottish public holidays
- Holiday on your birthday
- Pension - auto-enrolment scheme
- Lifestyle Savings & Learning - a huge range of retail discounts and offers to help you save money on everything from everyday essentials to larger luxury expenses
- Access to hundreds of learning courses covering personal and professional interests
- Employee Assistance Programme - Confidential 24/7 emotional and practical support via phone, video and online tools
- Financial Wellbeing - Confidential free Education & Debt advice service
- MyMindPal - Access to a confidential mental health fitness service to assist you with relaxation techniques, boost positivity and cope with everyday stress
- Westfield Health Cash Plan - a bespoke company health insurance plan to provide you with a variety of financial assistance benefits for everyday health costs
- Gym Discounts - discounts at over 3,500 gyms, spas, pools, studios and outdoor fitness events across the UK
- Investments & Savings - discounts on investment and savings schemes via Cushion.co.uk

**_What are we looking for?_**
- Experience in start-up contact centre Operations Management or Senior Team Management gained in a start-up environment
- An approachable, hands-on, dedicated and reliable manager who understands how to get the best out of their people
- Experience of using Hubspot or Salesforce is advantageous
- Experience in healthcare is desirable but not essential
- Experience of data trend review and analysis. Identify areas of opportunity and develop strategies to improve processes and procedures
- Customer satisfaction and contact centre project work is desirable
- Continuous improvement expertise is advantageous
- Ability to build relationships with and influence key managers across the business
- Understand the importance of CSATs and NPS within a customer centric environment
- Results focused and committed to the values surrounding outstanding service delivery through effective people management
- The ability to communicate clearly, influence and engage with internal and external stakeholders.
- An analytical mindset, with the ability to analyse reports, explain findings and suggest improvements.

**_What will you do?_**
- Be instrumental in leading the delivery and implementation of our clients customer contact strategy together with driving an excellent customer service culture
- Build a strong team, recruit the right talent for the business and identify opportunities to grow the service offering
- Actively support and develop your team, promoting an environment of continuous improvement through the use of feedback, coaching, training and other development activities
- Drive performance through your team to achieve all KPIs including Customer Satisfaction and Net Promotor Scores as well as maintaining quality standards
- Manage the campaign, teams and all key personnel to provide the contracted services to clients at the agreed levels of service and quality, ensuring that all company targets and goals are exceeded
- Lead, inspire, develop and motivate your team to ensure the highest level of performance and service standards are achieved with the aim of continuous improvement, quality assurance and efficiency
- Manage the campaign to maximise revenue from client relationships to increase efficiency of the operation by delivering excellent client and employee satisfaction
- Create and maintain a culture that is in keeping with business values
- Grow the Customer Care function in terms of personnel and number of practices it manages
- Support your team to achieve their individual targets, review their goals, one to one’s and personal development talks
- Management of patient leads across multiple channels I.e. social media, chatbot and website
- In addition, support with any queries, complex or escalated calls, taking ownership of the query through to resolution
- Report to the Marketing Director on relevant KPI, quality and compliance stats whilst recognising and identifying trends relating to areas of improvement or development needs.

**_How to apply?_