Head Of Contact Centres

A growing Insurance organisation, who are market leaders, are looking for an experienced Insurance Contract Centre Manager to head up their operation and want someone who is as passionate as they are, to join them on this journey.

This a great moment in their Company development and you will lead the growth and change in this key business area.

As Head Of Contact Centres you will lead and drive the operation forward, whilst also continually developing your people and standards.

The Head of Contact Centre will be shaping the future of the Contact Centre operation, being committed to delivering a great customer contact experience through a variety of customer contact channels.

Continual improvement, superb service and excellent compliance will be part of your DNA and attributes and will be central to your success in this role.

Already in your career you will have lead significant Insurance Contact Centre operations - ideally multi site - and you can demonstrate successes in all the key metrics of service delivery.

This will enable you to be the expert that the Board of Directors is looking for to lead this next major stage for them.

To be successful as Head Of Contact Centres you will demonstrate:

• Experience of leading a service driven Insurance Contact Centre operation with experience of managing an operation through periods of significant growth or change.
• Excellent communication and leadership skills to lead and motivate a growing and changing service operation.
• The ability to engage with Directors and Managers at all levels across the wider business to achieve goals and objectives.
• Ability to plan strategically, creating a roadmap of operational plans that can drive results.
• An entrepreneurial spirit and innovative approach with a focus on best practice.
• An ethos centred around coaching to drive performance.

Responsibilities of the Head of Contact Centres will include:

• Reporting to the Directors, with ultimate responsibility for all Contact Centre teams, leading change and providing ongoing customer service, as well as the planning and forecasting.
• Managing the day to day performance of the Contact Centre Operations to deliver a best in class service, meeting or exceeding all KPIs and within budget.
• Set the strategy for the development of the Contact Centres.
• Championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.
• Lead, inspire and co-ordinate the Contact Centre Management team at all levels to create motivated and engaged colleagues.
• Be responsible for the end to end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.
• Recruitment, training, induction and coaching strategy across the Contact Centres
• Applying best practise, develop continuous improvement plans and make recommendations based upon the employee and customer insight.
• Develop plans and offer insight and knowledge to the organisation on the use of new tools and technologies; to create a cost effective operation consistently achieving contact handling SLAs.