At a Glance
- Tasks: Lead a dynamic team in delivering exceptional customer service in the insurance sector.
- Company: Join a leading insurance company focused on innovation and customer satisfaction.
- Benefits: Competitive salary, career development opportunities, and a supportive work environment.
- Other info: Opportunity to manage a team of 40-100 and drive industry best practices.
- Why this job: Make a real impact by transforming customer experiences and leading a passionate team.
- Qualifications: 5+ years in contact centre management, preferably in financial services.
Role and Responsibilities
The role will report into the Customer Director for the Contact Center and will be responsible for the following:
- Customer
- All BPO Contact Centre operations
- Delivering service excellence by meeting or exceeding all Client SLA's
- Achieving call quality requirements
- Acting as a role model and setting standards for the team in respect of being customer focused and treating customers fairly
- Embedding a "right first time" mentality, and a "first time resolution" philosophy
- Client communication and relationship management as and when required
- Participating in or leading new business bids
- Onboarding and managing new customers seamlessly as the Contact Center wins new business
- Leading Client change projects that impact on Contact Centre operations
- People
- Coaching and development of Contact Centre Team Leaders
- Managing team in line with HCL HR policies
- Ensuring the team is always fully resourced with minimum attrition, sickness levels etc
- Ensuring the team is fully trained in order to deliver quality service, whilst meeting our regulatory requirements
- Technology
- Monitoring industry best practice in the Contact Centre environment, and produce business cases supporting change as appropriate
- Maintaining the Contact Center' telephony Disaster Recovery Plan
- Managing within Contact Centre annual financial budget
- Ensuring team members are utilised to optimum levels, identifying savings as they become apparent
- To be a key leader in the Contact Center transformation programme
- Ensuring contractual adherence at all times
- Being commercially aware in order to manage costs and optimise revenue
Qualifications and Education Requirements
Preferably degree / professional qualification, a minimum of 5 years internal Contact Center experience or 5 years experience managing a Contact Centre of at least 50 seats ideally within the financial services industry.
Skills/Knowledge/Experience
- Knowledge and experience of Contact Centre best practice (inc resource planning, knowledge management & technology)
- Responsible for the guidance and development of your team so it is essential one is a good communicator, able to inspire your team and spot potential.
- Man (or woman) management skills are a must. Management is key
- Build and maintain internal and external/sector-wide relationships
- Self-motivator with the ability to work with ambiguity
- Ability to lead and motivate new teams quickly and effectively
- Mental agility and decisiveness - good numerical understanding and sound commercial judgment
- Able communicator. Persuasive and articulate, able to influence and negotiate as necessary
- Understands the risks faced by the team and the controls in place to manage and mitigate risks
Required work experience:
Experience of managing a UK-based Contact Centre of at least 50 seats is essential & experience in Pension & Insurance industry.
How many people is a Contact Centre manager likely to manage? Anything from 40 -100 direct and indirect (dependent on the size of business).
Contact Center Manager (Insurance) in Romford employer: HCLTech
HCLTech is an exceptional employer that fosters a dynamic and inclusive work culture, where innovation thrives and employees are empowered to grow their skills in cutting-edge technologies. With a global presence and a commitment to employee development, HCLTech offers numerous opportunities for career advancement, particularly in the exciting field of AI and frontend development. Joining our team means being part of a collaborative environment that values creativity and encourages meaningful contributions to impactful projects.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Center Manager (Insurance) in Romford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at HCLTech. 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 HCLTech 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 Contact Center Manager (Insurance) in Romford
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 HCLTech:Your cover letter is your chance to shine! Tell us why you want to work at HCLTech 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 HCLTech!
How to prepare for a job interview at HCLTech
✨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.
