Contact & Advice Centre Manager - OnetoOne Personnel : Job Details

Contact and Advice Centre Manager

Summary 

• To manage the organisation’s contact and advice centre ensuring all KPIs and contractual objectives are met.
• Operate as an operational point of contact for contract holders/client organisations and operational stakeholders.
• To engage in a wide range of activities aimed at improving or widening of the contact centre offering.

Responsibilities and Duties:

• Manage the contact centre staff, with support from the Contact and Advice Centre Executive, and ensure the delivery of a high quality set of services
• Lead the contact and advice centre’s meeting of quality objectives as laid down in client contracts or set internally
• Lead the contact and advice centre’s meeting of performance objectives as laid down in client contracts or set internally
• Utilise various databases and tools to produce management information and use this to effectively monitor and performance manage the contact and advice centre
• Identify and build working relationships with stakeholders from non-EU countries in order to ensure the expansion and continuation of the UK International Consumer Centre
• Actively seek out new business opportunities and to provide specialist contact and advice centre input into relevant procurement exercises where the company is seeking to grow the contact and advice centre
• Maintain and improve the contact and advice centre’s customer focus, in for example, contact handling, data capture, written communications etc
• Develop and maintain knowledge to provide the services of the contact and advice centre team including keeping up to date with all relevant EU and UK consumer protection legislation and case law to support advisors
• Lead on customer service-related activities including customer service training of staff and maintenance of the team’s Customer Service Excellence certification
• Lead in the development of new contact handing and customer service products and services, delivering customer service training to external customers
• Support and maintain the promotional and information provision of materials and activities of the contact and advice centre
• Assist with the timely response to information and consultation requests from government and other stakeholders
• As part of the contact and advice centre team’s quality assurance ensure that all policies and standards are met regarding the acknowledgement and processing of external correspondence, and when required the setting up of cases
• Comply with all performance, quality and data protection requirements set by the organisation
• Occasional national, international and overnight travel where required
• All other duties consistent with the summary and responsibilities of the position and to reasonably support other business activities

Person Specification 

Essential: 

• Strong management and leadership skills.
• Experience of running contact and advice centre
• Strong customer service skills both for external and internal customers.
• A good level of IT knowledge in relation to the effective delivery of contact and advice centre activities 
• Understanding of customer insight, both its gathering and its use.

Desirable: 

• Good knowledge of consumer protection legislation.

Job Type:

• Permanent, Full Time,
• Monday to Thursday (7.5 hours a day) Friday 7 hours –Flexible with start times - Whatever suits you.
• Hybrid working

Salary : £39,900 - £47,000.00 PA

Benefits:

• 1 or 2 days in the Office

• 25 days holiday rising to 30 with service
• Pension
• Private medical

If you feel you have all the skills and experience required for this position, please get in touch with us at One to One Personnel on or send us your CV to   or