Head of Outsourced Services - Exeter, Brinkworth & Abercynon Salary - 60 - 75 k This is an exciting opportunity to lead and elevate a well-established and fast paced outsourced services operation across multiple offices in the South West, guiding experienced Processing Experts and Contact Centre teams into their next phase of performance and growth. The Head of Outsourced Services will inspire a culture of accountability, pride and continuous improvement, ensuring outstanding service delivery for our local authority parking and permit customers. With clear performance visibility and strong people leadership, they will empower teams to perform at their best while driving measurable improvements in efficiency and customer experience. We are seeking a leader who believes improvement starts with people, but who is equally confident in challenging legacy practices and delivering meaningful, lasting change. Responsibilities include: Create and maintain the business proposition for a business processing service, including the service outline, SLAs, benefits and pricing that can be used in tenders. Participate in the bid review process to ensure the right services are included in any new or cross sell opportunities with customers. Manage quotes and invoices for customers wishing to use the BP team services. Meet with the customer during implementation to explain the service to be provided and how updates will work after launch Work with our implementation team on new projects wherever there is impact or cross over with business processing teams to ensure the project goes smoothly and teams are ready to pick up the work at go live. Ensure there is a clear contract of work and expectation for each customer who uses the service. Deal with escalations or complex issues that the team are unable to handle. Use data to drive continuous process improvement, looking for ways to be more cost efficient in line with company goals. Understand and manage income and cost of the department, constantly looking for ways to improve the bottom line. Requirements are: Proven experience in business process outsourcing Strong understanding of outsourcing strategies, processes, and best practices. Excellent negotiation and contract management skills. Ability to analyze data, identify trends, and drive process improvement. Strong leadership, communication, and decision-making skills. Knowledge of regulatory requirements and industry standards. Experience in managing risks and resolving issues. Experience of working in public/private parking sector would be advantageous
Apr 22, 2026
Full time
Head of Outsourced Services - Exeter, Brinkworth & Abercynon Salary - 60 - 75 k This is an exciting opportunity to lead and elevate a well-established and fast paced outsourced services operation across multiple offices in the South West, guiding experienced Processing Experts and Contact Centre teams into their next phase of performance and growth. The Head of Outsourced Services will inspire a culture of accountability, pride and continuous improvement, ensuring outstanding service delivery for our local authority parking and permit customers. With clear performance visibility and strong people leadership, they will empower teams to perform at their best while driving measurable improvements in efficiency and customer experience. We are seeking a leader who believes improvement starts with people, but who is equally confident in challenging legacy practices and delivering meaningful, lasting change. Responsibilities include: Create and maintain the business proposition for a business processing service, including the service outline, SLAs, benefits and pricing that can be used in tenders. Participate in the bid review process to ensure the right services are included in any new or cross sell opportunities with customers. Manage quotes and invoices for customers wishing to use the BP team services. Meet with the customer during implementation to explain the service to be provided and how updates will work after launch Work with our implementation team on new projects wherever there is impact or cross over with business processing teams to ensure the project goes smoothly and teams are ready to pick up the work at go live. Ensure there is a clear contract of work and expectation for each customer who uses the service. Deal with escalations or complex issues that the team are unable to handle. Use data to drive continuous process improvement, looking for ways to be more cost efficient in line with company goals. Understand and manage income and cost of the department, constantly looking for ways to improve the bottom line. Requirements are: Proven experience in business process outsourcing Strong understanding of outsourcing strategies, processes, and best practices. Excellent negotiation and contract management skills. Ability to analyze data, identify trends, and drive process improvement. Strong leadership, communication, and decision-making skills. Knowledge of regulatory requirements and industry standards. Experience in managing risks and resolving issues. Experience of working in public/private parking sector would be advantageous
Job Summary: As part of our continued growth, we are now seeking two dedicated and professional Contact Centre Team Supervisors to join a newly formed team. This is an exciting time to join us as we continue to expand in this area, providing new opportunities to learn and develop your skills as the team continues to evolve. The role of a Contact Centre Team Supervisor is responsible for leading, coaching, and developing a high-performing team of Contact Centre Advisors to deliver exceptional customer service. These roles combine hands-on operational management with strong people leadership. The successful candidates will oversee daily operations, ensure high-quality service delivery, and motivate team members to achieve organisational goals. Fluency in English, along with strong leadership and communication skills, are essential for this role. Both of these roles will be based in our newly refurbished offices in Exeter, which are vibrant and friendly, with a large proportion of our workforce based here. Responsibilities: Lead, motivate, and develop team members Conduct 1:1s, coaching sessions, and reviews Drive engagement and positive team culture Monitor call queues and ensure service levels Manage rotas and absence cover Take calls during peak demand Handle escalations and complaints Support complex queries Monitor calls and provide feedback Maintain complaints log Ensure team training is up to date Ensure system access and resolve issues Work with councils and stakeholders Ensure office is maintained and secure Manage opening/closing responsibilities Skills: Proven experience in supervising or managing contact centre teams with strong leadership and coaching capabilities. Excellent communication skills Strong analysis skills to interpret performance data and implement effective improvements. Demonstrated superivisory skills with the ability to motivate and develop a diverse team. Exceptional organisational skills with attention to detail and the ability to prioritise tasks effectively. Excellent interpersonal skills with a focus on fostering a positive team environment. Ability to adapt quickly in a fast-paced setting while maintaining high standards of service quality. Job Type: Full-time Benefits: - Additional leave - Company events - Company pension - Free parking - Health & wellbeing programme - Life insurance - On-site parking - Referral programme - Sick pay Work authorisation: United Kingdom (required) Work Location: In person
Apr 21, 2026
Full time
Job Summary: As part of our continued growth, we are now seeking two dedicated and professional Contact Centre Team Supervisors to join a newly formed team. This is an exciting time to join us as we continue to expand in this area, providing new opportunities to learn and develop your skills as the team continues to evolve. The role of a Contact Centre Team Supervisor is responsible for leading, coaching, and developing a high-performing team of Contact Centre Advisors to deliver exceptional customer service. These roles combine hands-on operational management with strong people leadership. The successful candidates will oversee daily operations, ensure high-quality service delivery, and motivate team members to achieve organisational goals. Fluency in English, along with strong leadership and communication skills, are essential for this role. Both of these roles will be based in our newly refurbished offices in Exeter, which are vibrant and friendly, with a large proportion of our workforce based here. Responsibilities: Lead, motivate, and develop team members Conduct 1:1s, coaching sessions, and reviews Drive engagement and positive team culture Monitor call queues and ensure service levels Manage rotas and absence cover Take calls during peak demand Handle escalations and complaints Support complex queries Monitor calls and provide feedback Maintain complaints log Ensure team training is up to date Ensure system access and resolve issues Work with councils and stakeholders Ensure office is maintained and secure Manage opening/closing responsibilities Skills: Proven experience in supervising or managing contact centre teams with strong leadership and coaching capabilities. Excellent communication skills Strong analysis skills to interpret performance data and implement effective improvements. Demonstrated superivisory skills with the ability to motivate and develop a diverse team. Exceptional organisational skills with attention to detail and the ability to prioritise tasks effectively. Excellent interpersonal skills with a focus on fostering a positive team environment. Ability to adapt quickly in a fast-paced setting while maintaining high standards of service quality. Job Type: Full-time Benefits: - Additional leave - Company events - Company pension - Free parking - Health & wellbeing programme - Life insurance - On-site parking - Referral programme - Sick pay Work authorisation: United Kingdom (required) Work Location: In person
