Contact Centre Manager
- Sopra Steria
- Southampton, Hampshire
- Sep 24, 2022
Full time
Call Centre / CustomerService
Job Description
Are you an experienced Contact Centre Manager with a track record of delivering outstanding customer service and KPI performance?
As a certified great place to work organisation, NHS Shared Business Services is looking for a professional people leader to develop and nurture the team within the Payroll and Pensions delivery service! You will demonstrate the highest levels of people leadership and encourage the team to achieve their targets and drive the Employment Services department to be an outstanding contact centre. Contribute to the design and implementation of Change Programmes and Projects which impact the contact centre. Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets.
Ideally the successful candidate will be located in the Southampton area, but we will consider applications from Sheffield, Wakefield and Salford. This is hybrid working model with an expectation to attend monthly meetings in Southampton. What you will be doing:
Planning and deployment of resources to support high quality service delivery.
Oversee the achievement and maintenance of agreed customer service levels and standards.
Training and development of customer services teams.
Handle complex and escalated contact centre customer services issues.
Produce top-class customer care, such as in instances of extreme demand or with high level customer complaints.
Coach, support and encourage their direct reports through monthly 1-2-1 and on the spot feedback to improve handle time and reduce abandonment rate.
Identifying and instilling best practice, processes and systems and drive a continuous improvement environment. What you will bring:
Strong management attributes such as effective decision making, impeccable time and workload management.
Confidently challenge the business if root cause analysis indicates that customers have been inconvenienced by an internal mistake or process issue.
Strong people skills including the ability to influence others and manage upwards.
Identify technology improvements to improve service delivery to the customer.
Experience with handling challenging telephone calls and written computer-based communication (emails, live chat)
Available to be flexible and deviate from a set working pattern at short notice should the business need require.
Workforce management using strategies and technologies to ensure the right number of agents are scheduled at the right times.
If you are interested in this role but not sure if your skills and experience are exactly what we're looking for, please do apply, we'd love to hear from you. Employment Type: Permanent
Location: Southampton (but will consider Sheffield, Wakefield and Salford) Security Clearance Level: DBS
Internal Recruiter: Rachel
Salary: Up to £40,000 (depending on experience and development needs)
Benefits: 25 days annual leave with the option to buy additional days, 4 x death in service and pension. Generous flexible benefits fund with a choice of dental, medical, breakdown, critical illness cover and much more. Access to both corporate and NHS discount schemes.
Loved reading about this job and want to know more about our company?
Our unique partnership between the Department of Health and Sopra Steria means that we are market leaders in corporate service delivery with around 40% of the NHS using one or more of our products! With outstanding knowledge and experience, we provide high-quality, value-for-money finance, procurement and employment services to the NHS, helping them overcome any challenges they face in the back office.
Our vision is to help the NHS save money and improve quality, providing a real-life impact where the changes we make can improve health, innovate to save lives, and deliver better outcomes.
Do you want to part of our journey?
As a certified great place to work organisation, NHS Shared Business Services is looking for a professional people leader to develop and nurture the team within the Payroll and Pensions delivery service! You will demonstrate the highest levels of people leadership and encourage the team to achieve their targets and drive the Employment Services department to be an outstanding contact centre. Contribute to the design and implementation of Change Programmes and Projects which impact the contact centre. Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets.
Ideally the successful candidate will be located in the Southampton area, but we will consider applications from Sheffield, Wakefield and Salford. This is hybrid working model with an expectation to attend monthly meetings in Southampton. What you will be doing:
Planning and deployment of resources to support high quality service delivery.
Oversee the achievement and maintenance of agreed customer service levels and standards.
Training and development of customer services teams.
Handle complex and escalated contact centre customer services issues.
Produce top-class customer care, such as in instances of extreme demand or with high level customer complaints.
Coach, support and encourage their direct reports through monthly 1-2-1 and on the spot feedback to improve handle time and reduce abandonment rate.
Identifying and instilling best practice, processes and systems and drive a continuous improvement environment. What you will bring:
Strong management attributes such as effective decision making, impeccable time and workload management.
Confidently challenge the business if root cause analysis indicates that customers have been inconvenienced by an internal mistake or process issue.
Strong people skills including the ability to influence others and manage upwards.
Identify technology improvements to improve service delivery to the customer.
Experience with handling challenging telephone calls and written computer-based communication (emails, live chat)
Available to be flexible and deviate from a set working pattern at short notice should the business need require.
Workforce management using strategies and technologies to ensure the right number of agents are scheduled at the right times.
If you are interested in this role but not sure if your skills and experience are exactly what we're looking for, please do apply, we'd love to hear from you. Employment Type: Permanent
Location: Southampton (but will consider Sheffield, Wakefield and Salford) Security Clearance Level: DBS
Internal Recruiter: Rachel
Salary: Up to £40,000 (depending on experience and development needs)
Benefits: 25 days annual leave with the option to buy additional days, 4 x death in service and pension. Generous flexible benefits fund with a choice of dental, medical, breakdown, critical illness cover and much more. Access to both corporate and NHS discount schemes.
Loved reading about this job and want to know more about our company?
Our unique partnership between the Department of Health and Sopra Steria means that we are market leaders in corporate service delivery with around 40% of the NHS using one or more of our products! With outstanding knowledge and experience, we provide high-quality, value-for-money finance, procurement and employment services to the NHS, helping them overcome any challenges they face in the back office.
Our vision is to help the NHS save money and improve quality, providing a real-life impact where the changes we make can improve health, innovate to save lives, and deliver better outcomes.
Do you want to part of our journey?
About Sopra Steria