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.
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.
