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For Companies At a Glance
- Tasks: Lead daily operations of the National Contact Centre, ensuring top-notch customer experience.
- Company: Join NHS Professionals, the largest NHS flexible staff bank, dedicated to supporting healthcare needs.
- Benefits: Enjoy 27 days annual leave, pension contributions, and a wellbeing program.
- Why this job: Be part of a top employer, driving impactful change in healthcare while developing your leadership skills.
- Qualifications: Proven experience in contact centre management, strong leadership, and excellent communication skills required.
- Other info: Flexibility for 24/7 service management with opportunities for travel.
The predicted salary is between 43200 - 64800 £ per year.
About The Role
We have a great opportunity to join our National Service Centre in the role of Contact Centre Manager , reporting to the Head of the NSC. The National Contact Centre manager will lead the daily operations of the National Contact Centre ensuring consistently high levels of customer experience are maintained and embedded in the culture of the NSC.
In this role, you will ensure team performance, project implementation and quality standards are maintained both in the UK and offshore, whilst managing a 24/7 service.
The ideal candidate is an experienced leader with a strong background in contact centre management. They excel in driving performance through data analysis, team motivation, and strategic decision-making. Adaptable, results-focused, and confident in leading operations, they possess excellent communication and problem-solving skills, ensuring high-quality service and efficiency.
Key Responsibilities:
- Managing the daily operations of the National Contact Centre both in the UK and offshore, balancing customer and people priorities ensuring key KPI’s and objectives are met.
- Manage the development and performance of the team ensuring they achieve their individual targets aligned to the overall Contact Centre strategy and budgetary requirements.
- Determining Service Centre operational strategies by conducting needs assessments, performance reviews, capacity planning and production, productivity, quality and customer service standards, contributing information and analysis to organisational strategic plans and reviews.
- Use data-driven insights to improve customer experience and streamline workflows.
- Lead the delivery of strategic projects ensuring effective implementation of processes to enhance customer experience and achieve organisational strategic objectives.
- Lead through presence and a natural ability to influence positively, leading by example.
About The Candidate
Key Skills & Experience:
- Proven experience as a Contact Centre Manager or similar leadership role in a customer service environment preferably with Health care or recruitment industry experience.
- Strong leadership and team management skills, with a focus on coaching and staff development.
- Excellent communication and problem-solving abilities.
- Proficient in contact centre and CX technologies.
- Experience in budget management and cost optimisation.
- Flexibility to manage a 24/7 service, with occasional weekend work and travel both in the UK and abroad.
About Us
In return for your commitment, we will offer you some fantastic benefits:
- Generous annual leave allowance – 27 days per year, plus bank holidays.
- A commitment to talent management & development.
- Star of the Month! – Our star of the month award enables you to recognise colleagues or teams that have gone the extra mile and they could win £100 worth of shopping vouchers.
- Pension – We’ll contribute up to 10% towards your pension if you join our stakeholder pension scheme.
- Life Assurance.
- Group Income Protection.
- Wellbeing Programme.
- Employee Assistance Programme.
- Employee Engagement & discounts platform.
About Us:
NHS Professionals (NHSP) run the largest NHS flexible staff bank, placing highly skilled temporary workers in NHS Trusts to meet their short, medium and long-term needs. Uniquely we are owned by the Department of Health and Social Care and we therefore reinvest any surplus we make directly back into the NHS.
We are particularly proud of being the first NHS organisation to gain the accreditation of Top Employer by the Top Employers Institute. This is a huge testament to our ongoing commitment to making NHSP a great place to work for all our corporate employees.
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National Service Centre Manager employer: NHS Professionals
Contact Detail:
NHS Professionals Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land National Service Centre Manager
✨Tip Number 1
Familiarize yourself with the latest trends in contact centre management, especially in the healthcare and recruitment sectors. This knowledge will help you demonstrate your expertise during interviews and show that you're up-to-date with industry standards.
✨Tip Number 2
Highlight your experience with data analysis and how you've used it to improve customer experience in previous roles. Be ready to discuss specific examples where your insights led to measurable improvements.
✨Tip Number 3
Prepare to showcase your leadership style and how you motivate teams. Think of instances where you've successfully coached team members to achieve their targets, as this aligns with the role's focus on staff development.
✨Tip Number 4
Since the role requires flexibility for a 24/7 service, be ready to discuss your availability and any past experiences managing operations during off-hours. This will demonstrate your commitment and adaptability to the role.
We think you need these skills to ace National Service Centre Manager
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the National Service Centre Manager position. Highlight key responsibilities and required skills that align with your experience.
Tailor Your CV: Customize your CV to reflect your relevant experience in contact centre management, particularly in healthcare or recruitment. Emphasize your leadership skills, data analysis capabilities, and any experience with budget management.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your ability to lead teams effectively. Use specific examples from your past roles to demonstrate how you meet the key skills and experience outlined in the job description.
Highlight Achievements: In both your CV and cover letter, include quantifiable achievements that illustrate your success in previous roles. For example, mention improvements in customer satisfaction scores or successful project implementations that enhanced service delivery.
How to prepare for a job interview at NHS Professionals
✨Showcase Your Leadership Skills
As a National Service Centre Manager, demonstrating your leadership experience is crucial. Prepare examples of how you've successfully led teams in the past, focusing on coaching and development to drive performance.
✨Emphasize Data-Driven Decision Making
Highlight your ability to use data analysis to improve customer experience. Be ready to discuss specific instances where your insights led to operational improvements or enhanced service delivery.
✨Demonstrate Flexibility and Adaptability
Since the role requires managing a 24/7 service, it's important to convey your flexibility. Share experiences that showcase your ability to adapt to changing circumstances and manage operations effectively under pressure.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills. Prepare for scenario-based inquiries where you may need to outline how you would handle specific challenges in a contact centre environment.
