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- Tasks: Lead and optimise client onboarding through external contact centre partnerships.
- Company: Prominent organisation in the financial services sector.
- Benefits: Competitive salary, professional development, and a collaborative work environment.
- Why this job: Make a real impact on client experiences while leading a dynamic team.
- Qualifications: 5+ years managing outsourced contact centres and strong data analytics skills.
- Other info: Office-based role 2 days a week in Manchester with excellent career growth opportunities.
The predicted salary is between 48000 - 72000 £ per year.
We\’re working with a prominent organisation in the financial services sector to find an experienced and highly skilled Head of Contact Centre. This crucial role focuses on delivering an exceptional client onboarding experience through external contact centre partnerships, ensuring quality, compliance, and operational excellence.
You\’ll be the key interface between the business and its outsourced contact centre, responsible for upholding brand standards, achieving service level agreements, and driving continuous improvement in the client onboarding journey. This role will require you to be in the office 2 days per week at the Manchester office.
What you\’ll be doing:
- Delivering the onboarding experience via our external contact centre, ensuring it reflects our client\’s brand proposition of providing expert, quick, and clear advice.
- Ensuring SLAs are met across the contact centre operation, holding suppliers accountable for their commitments.
- Acting as the primary interface between the business and the supplier to ensure product and service changes are accurately reflected in the delivered experience through effective briefing, training, and assessment.
- Line management of a team of 6, covering quality and assurance teams.
- Identifying and driving improvements within the onboarding experience, managing stakeholder expectations effectively.
- Minimising risk and ensuring adherence to regulatory requirements within contact centre operations.
- Contributing to the design of the medium-term onboarding experience and assessing the optimal target operating model for its delivery.
- Acting as the subject matter expert for contact centre operations across the department and wider business.
- Overseeing performance monitoring to identify areas for improvement and support professional development within your team.
- Managing key suppliers, including the outsourced contact centre, out-of-hours service provider, and telephone system providers, to ensure value, performance, and ongoing development.
What we\’re looking for:
- A minimum of 5 years\’ experience in managing an outsourced contact centre.
- Excellent understanding of contact centre metrics and core contact centre technology, including IVR, dialler, and transcription/summary technology.
- Strong data analytics capabilities.
- Previous experience in a lead generation environment and the professional services industry.
- Proven experience operating within a regulated environment.
- Commercially astute, with a solid understanding of general business levers.
- Ability to work independently and collaboratively within a team, fostering strong relationships with external suppliers.
- A friendly, cooperative, and collaborative approach with clients and colleagues.
- Excellent organisational skills and the ability to work flexibly and meet strict deadlines.
If you\’re a hands-on leader with a passion for optimising contact centre operations and delivering exceptional client experiences in a regulated environment, we encourage you to apply for this confidential opportunity.
Please note: Due to the high volume of applications, we are not always able to respond to all unsuccessful applicants. However, we wish everyone who applies the very best with their job search.
Head of Contact Centre TCL:45754 employer: The Candidate Recruitment Agency
Contact Detail:
The Candidate Recruitment Agency Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Contact Centre TCL:45754
✨Tip Number 1
Network like a pro! Reach out to your connections in the financial services sector and let them know you're on the hunt for a Head of Contact Centre role. You never know who might have the inside scoop on opportunities or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its contact centre operations. Understand their brand proposition and think about how you can enhance their client onboarding experience. This will show you're genuinely interested and ready to hit the ground running.
✨Tip Number 3
Practice your pitch! Be ready to discuss your experience managing outsourced contact centres and how you've driven improvements in the past. Highlight your data analytics skills and how they can benefit the company's operations.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive and engaged with our platform.
We think you need these skills to ace Head of Contact Centre TCL:45754
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the specific skills and experiences mentioned in the job description. Highlight your experience with outsourced contact centres and any relevant metrics you've managed.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're the perfect fit for this role. Share examples of how you've improved client onboarding experiences and met SLAs in previous positions.
Showcase Your Data Skills: Since data analytics is key for this role, include any relevant projects or tools you've used to analyse contact centre performance. We want to see how you can drive improvements!
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 don’t miss out on any updates from us!
How to prepare for a job interview at The Candidate Recruitment Agency
✨Know Your Metrics
Make sure you brush up on key contact centre metrics and technology before the interview. Being able to discuss IVR, dialler systems, and how they impact client onboarding will show that you’re not just familiar with the role but also ready to hit the ground running.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully managed teams in the past, especially in a regulated environment. Highlight your experience in driving performance improvements and how you’ve fostered strong relationships with external suppliers.
✨Understand the Brand Proposition
Research the organisation’s brand and their approach to client onboarding. Be ready to discuss how you can ensure that the outsourced contact centre reflects their values and delivers expert, quick, and clear advice to clients.
✨Prepare for Scenario Questions
Think about potential challenges you might face in this role, such as meeting SLAs or managing stakeholder expectations. Prepare thoughtful responses that demonstrate your problem-solving skills and ability to drive continuous improvement in the onboarding journey.