Job Description

Reporting to our Head of Sales and Service you will be responsible for driving an exceptional service to our members ensuring commercial, people and customer targets are met to an exceptional standard. This role covers our Cardiff (Member Service Centre) and Bristol (Legal Sales and Service) teams. Your time will be spent predominantly in Cardiff however travel across both sites will be required.

• Supporting the Head of Sales and Service to deliver best in class customer contact experience and to implement ongoing improvements across the function
• Provide leadership, development and coaching of Team Leaders and Agents. Actively engaging and supporting the development of your team to ensure better performance and succession planning.
• Contribute to the design and implementation of Change Programmes and Projects which impact the contact Centre
• Carry out regular 121's, developing a culture where training and development are part of the team, identifying actions and working with trainers to ensure the skills and knowledge are developed effectively.
• Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience.
• Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets
• Building and maintaining effective internal and external stakeholder relationships
• Identifying and instilling best practice, processes and systems and driving a continuous improvement environment.
• Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis.
• Work with the Resource Planning team to ensure the most effective resource plans are developed and achieved
• Ensures service and sales targets, SLA's and KPI's are continually reviewed and expectations are met with optimum levels of quality & service delivery.
• Review management information and make suggestions, recommendations as to improvements across the contact Centre.

What we'll offer you

Let's not be modest, our rewards package is one of the best out there. In addition to a competitive salary we offer a generous 28 days holiday, medical and life assurance and a fantastic pension scheme where we contribute 11% after just one year of service.

Required Knowledge, Skills, and Abilities

You will be commercially focused and have previous experience as an operations manager in a Contact Centre and looking for a new challenge in a different environment. You'll enjoy the autonomy and challenge this role provides and won't be afraid to make this role your own. You'll be an experienced people manager with the ability to coach and develop our team managers. You'll have great communication skills and the ability to influence, always focused on delivering business objectives and ensuring our members continue to receive the service they expect of us. With an analytical mind you'll delve into data, metrics and MI to inform decisions leaving no stone unturned, always looking for a better way. You'll develop excellent relationships with internal stakeholders and will credibly represent our sales and service function in projects and other work streams.