Head of Contact Centre

2 months ago


Birmingham UK, West Midlands, United Kingdom Buckden Partners Full time

We are recruiting a Head of Contact Centre for a specialist UK bank in Birmingham. This role supports the bank’s strategic goals by leading the Contact Centre to deliver exceptional customer service through various channels (telephony, email, secure message), resolving complex queries, and managing customer complaints.


Responsibilities:


  • Lead the Contact Centre to deliver high standards of customer service.
  • Manage assisted account servicing channels for non-digital and complex queries.
  • Implement and improve the sector desk concept and remote relationship management.
  • Develop digital support to help customers self-serve.
  • Support the transition from manual to automated processes.
  • Produce regular reports and analysis for stakeholders.
  • Improve training to minimize downtime due to staff turnover.
  • Lead, motivate, and coach the team, conducting performance reviews.
  • Manage Contact Centre suppliers and adhere to policies.
  • Forecast and manage cost budgets according to the annual operating plan.
  • Ensure good customer outcomes across complaints handling, QA, and vulnerable customer support.


Knowledge Requirements:


  • Extensive experience in financial services complaint handling within a leadership role. (Essential).
  • Operational knowledge of bank processes and key regulatory/legal issues (Essential).
  • Knowledge of Commercial banking (Desirable).


Hybrid working, you will be required to work in the Birmingham office 2 days per week.



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