Address
SalaryAbout the role
Customer Service are looking for a manager who’ll be responsible for leading our Duty Management team and overseeing our service demand, for a secondment of up to 12 months.
The role is to manage our customer demand for multiple channels– calls, processing, live chat and secure messages - making sure that the right people are in the right place at the right time. It involves making sure our daily plan is achieved, looking further ahead to sharpen our future plans, and spotting opportunities to make us more efficient.
The role comes with a high profile, as senior leaders will look to you for awareness of what’s happening with customer contact, and for assurance that service is in a good place. You’ll get to see all parts of Customer Service and understand how it all works, and you’ll be involved in change early on. The scope for development is vast, and you’ll be supported every step of the way.
It involves making sure there are enough people to answer predicted call, digital and processing volumes, whilst balancing the needs of meeting service levels with colleague engagement and development. Using data to review overall performance, spot trends, and identify improvements that are needed. Establishing and maintaining close working relationships with key stakeholders is important – including managers and team members throughout Customer Service, Resource Planning and Insight, Marketing and IT. Being able to communicate and influence effectively is critical, as are strong analytical skills the ability to present information well and objectively.
It’s an exciting time to be part of the team – with our digital capability development, organisational growth, and external factors meaning that customer behaviours will change and we must adapt how we plan.
Hours of work 35 hours flexibly across Monday to Friday 8am - 7pm and Saturday 9am - 2pm. The role is based within the Customer Contact Centre, some hybrid working is possible whilst maintaining a strong on site presence.
About you
For this role you'll have recent experience working in duty management and / or resource planning, delivering service in a fast paced environment, as well as a good knowledge of telephony systems, processes and methodology.
You'll be experienced in people management and/or good evidence of coaching, supervising others. Experience of an inbound telephone contact centre would be advantageous.
The ability to be able to persuade, influence and interact effectively with key stakeholders including senior managers will be important as well as strong communication skills, with the ability to identify service improvements.
You’ll have excellent analytical skills and be able to present information well and in a balanced and informative manner and you’ll be passionate about delivering an outstanding service to our customers.
About us
As a mutual, we’ve always worked together to improve the lives of others. Now one of the largest Building Societies in the UK, over 3,000 of us share that goal, in our branches and Head Office. Our benefits go beyond basic pay, with a discretionary bonus scheme, a culture of reward and recognition and total support for our wellbeing.
We’re serious about equality, of race, age, faith, disability and sexual orientation, but also of personality and the way we think. By being yourself, you’ll make us stronger.
You can build so much more than a career. Come and make a difference in our Society, that’s been voted a ‘Great Place to Work’ by our teams.
Flexibility and why it matters
We understand the need for flexibility, so wherever possible, we’ll consider alternative working patterns. Have a chat with us before you apply to see what the possibilities are for this role.
Location
View on map
