At a Glance
- Tasks: Lead and develop a team of contact centre agents, ensuring compliance and performance metrics are met.
- Company: Join our First Contact Team (FCT) focused on exceptional service delivery for pension scheme members.
- Benefits: Enjoy hybrid working aligned to our offices in Edinburgh with a focus on team engagement and wellbeing.
- Other info: Key skills include quality assurance, performance reporting, and strong MS Office knowledge.
- Why this job: Shape the future of service delivery in a critical, customer-facing management role.
- Qualifications: Proven leadership experience in contact centres, ideally within financial services or pensions.
The predicted salary is between 41000 - 50000 £ per year.
We have a new opportunity for an experienced Contact Centre Manager to join our First Contact Team (FCT), ensuring exceptional service delivery and positive outcomes for pension scheme members. This is a high-impact role where you'll drive operational excellence, coach and develop a team of advisors, and ensure all interactions meet strict regulatory standards. You'll play a key role in shaping performance, enhancing capability, and embedding a culture of compliance and continuous improvement. This is a hybrid working position aligned to our offices in Edinburgh.
What You'll Be Doing
- Lead, coach, and develop a team of contact centre agents, driving performance through regular 1:1s, feedback, and capability plans
- Own operational delivery, ensuring service levels (SLAs), call handling metrics, and first-contact resolution targets are met
- Monitor and improve performance, using data and KPIs to identify trends and implement corrective actions
- Champion compliance, ensuring adherence to regulatory requirements including FCA Consumer Duty and data protection standards
- Drive change and continuous improvement, supporting the adoption of new processes, technologies, and ways of working
- Enhance team engagement and wellbeing, fostering a positive culture and managing absence, retention, and recognition
- Lead recruitment and talent development, identifying high-potential individuals and supporting career progression
What You'll Bring
- Proven contact centre leadership experience, ideally within a financial services or pensions environment
- Strong people management and coaching skills, with a passion for developing others
- Solid understanding of regulatory and compliance frameworks (e.g. FCA, Consumer Duty, data protection)
- Experience managing performance metrics, SLAs, and operational KPIs
- Ability to lead through change and transformation in a fast-paced environment
- Excellent communication and stakeholder management skills
Key Skills & Experience
- Quality assurance and call monitoring expertise
- Performance reporting and data analysis
- Workforce planning and scheduling tools
- Telephony and contact centre systems
- Strong working knowledge of MS Office (especially Excel and PowerPoint)
This is a great opportunity to take on a management role in a critical, customer-facing function. You will be part of a collaborative team, and will shape the future of service delivery and customer experience.
Team Manager - Contact Centre in Edinburgh employer: Aptia Group
This role is based in Edinburgh, offering hybrid working. The First Contact Team prioritises exceptional service for pension scheme members, fostering a collaborative environment focused on continuous improvement and compliance.
StudySmarter Expert Advice🤫
We think this is how you could land Team Manager - Contact Centre in Edinburgh
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Aptia Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Aptia Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Team Manager - Contact Centre in Edinburgh
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Aptia Group:Your cover letter is your chance to shine! Tell us why you want to work at Aptia Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Aptia Group!
How to prepare for a job interview at Aptia Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
