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- Tasks: Lead and optimise the client onboarding experience through external contact centre partnerships.
- Company: Prominent organisation in the financial services sector with a focus on quality and compliance.
- Benefits: Competitive salary, professional development, and a collaborative work environment.
- Why this job: Make a real impact by enhancing client experiences and driving continuous improvement.
- 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 36000 - 60000 £ 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 lookout for opportunities. A friendly chat can lead to insider info about roles that might not even be advertised yet.
✨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. Show them you’re the perfect fit!
✨Tip Number 3
Don’t just wait for job alerts! Actively apply through our website and tailor your approach for each role. Highlight your experience in managing outsourced contact centres and your knack for driving improvements.
✨Tip Number 4
Follow up after interviews with a thank-you note. It’s a simple gesture that shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great way to reiterate your interest in optimising their contact centre operations!
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 skills and experience mentioned in the job description. Highlight your experience in managing outsourced contact centres and any relevant metrics you've worked with. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the Head of Contact Centre role. Share specific examples of how you've improved client onboarding experiences in the past. We love a good story!
Showcase Your Data Skills: Since data analytics is key for this role, make sure to mention any tools or technologies you're familiar with. Whether it's IVR systems or performance monitoring, let us know how you've used data to drive improvements in your previous roles.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, it shows you're keen on joining our team!
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. Understanding IVR, diallers, and analytics will show that you're not just familiar with the tools but can also leverage them to drive performance.
✨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 line management and how you've driven improvements in client onboarding experiences.
✨Understand the Brand Proposition
Familiarise yourself with the organisation's brand and client onboarding journey. Be ready to discuss how you would ensure that the external contact centre reflects their values and delivers expert, quick, and clear advice.
✨Prepare for Scenario Questions
Expect questions about handling supplier relationships and meeting SLAs. Think of specific scenarios where you've had to hold suppliers accountable or improve processes, and be ready to share those stories.