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For Companies At a Glance
- Tasks: Manage and enhance relationships with outsourced contact centre vendors for top-notch service delivery.
- Company: Join a dynamic team focused on strategic vendor partnerships and performance improvement.
- Benefits: Competitive salary of £50k plus bonuses and benefits, with hybrid working options.
- Why this job: Make a real impact by driving performance and improving customer experiences through strong partnerships.
- Qualifications: Experience in vendor management and a solid understanding of customer service operations required.
- Other info: Enjoy a flexible work environment with opportunities for professional growth.
The predicted salary is between 42000 - 58000 £ per year.
This range is provided by Cactus Search. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Are you a strategic relationship builder with a passion for driving performance through strong vendor partnerships? We’re looking for an experienced Contact Centre Outsource Relationship Manager to join our dynamic team and take ownership of our outsourced contact centre relationships.
As the Vendor Manager, you’ll be the key point of contact for our outsourced customer service providers, ensuring exceptional service delivery across multiple sites and channels. You’ll play a critical role in aligning our partners with our business goals, maintaining SLAs, and continuously improving the customer experience.
Key Responsibilities
- Own day-to-day management of outsourced contact centre vendor relationships.
- Ensure vendors consistently meet KPIs, SLAs, and compliance standards.
- Collaborate cross-functionally to ensure business and customer needs are being met.
- Lead regular performance reviews, contract governance, and issue resolution.
- Identify and deliver continuous improvement initiatives across all vendor operations.
- Provide insight and reporting to senior stakeholders on vendor performance and risks.
Key Experience
- Proven experience in vendor management within a contact centre environment.
- Strong understanding of customer service operations, metrics, and best practices.
- Confident communicator with excellent negotiation and relationship management skills.
- Analytical mindset with the ability to interpret data and drive decisions.
- Comfortable working in a hybrid model – 2 days a week in our Slough office, with flexibility the rest of the time.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Customer Service and Management
Industries
Outsourcing and Offshoring Consulting, Financial Services, and Utilities
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Outsource Relationship Manager employer: Cactus Search
Contact Detail:
Cactus Search Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Outsource Relationship Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for an Outsource Relationship Manager role. You never know who might have a lead or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by researching the company and its vendor management practices. Show us that you understand their goals and how you can help align their partners with those objectives. Confidence is key!
✨Tip Number 3
Don’t just wait for job postings; be proactive! Reach out directly to companies you admire and express your interest in working with them. A well-timed email can make all the difference.
✨Tip Number 4
Finally, apply through our website! We want to see your application come through directly, so make sure you showcase your experience in vendor management and customer service operations. Let’s get you that interview!
We think you need these skills to ace Outsource Relationship Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Outsource Relationship Manager. Highlight your experience in vendor management and customer service operations, and don’t forget to mention any KPIs or SLAs you've successfully managed.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to showcase your strategic relationship-building skills and how you’ve driven performance through vendor partnerships in the past. Keep it engaging and relevant to the job description.
Showcase Your Analytical Skills: Since the role requires an analytical mindset, be sure to include examples of how you've used data to drive decisions in previous roles. This will show us that you can interpret data effectively and make informed choices.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our dynamic team!
How to prepare for a job interview at Cactus Search
✨Know Your Vendors Inside Out
Before the interview, do your homework on the vendors you’ll be managing. Understand their strengths, weaknesses, and how they align with the company's goals. This will show that you're proactive and ready to hit the ground running.
✨Showcase Your Communication Skills
As a Contact Centre Outsource Relationship Manager, strong communication is key. Prepare examples of how you've successfully navigated difficult conversations or negotiations in the past. This will demonstrate your ability to maintain strong vendor relationships.
✨Be Data-Driven
Brush up on your analytical skills! Be ready to discuss how you've used data to drive decisions in previous roles. Bring specific examples of KPIs or SLAs you've managed and how you improved performance based on those metrics.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about challenges you've faced in vendor management and how you resolved them. This will help you illustrate your experience and strategic thinking.
