Contact Centre Lead

*CONTACT CENTRE LEAD*

Our client is a UK-based leading provider of business process services for the Life and Pensions industry.

Established in 2005, they have a consistent track record of delivering operational transformation to the L&P industry. Their aim is to transform their clients operations, utilising their industry leading platform and digital capabilities and to support their clients to launch new products and propositions. They combine their in depth knowledge of life assurance with proven IT, Digital, Platform and delivery capability to deliver transformation for their clients in a competitive market place.

They are currently looking for a CONTACT CENTRE LEAD based in BRISTOL.

You will be responsible for multi-site contact centre and complaints operations and related Front Office operations. Successfully lead the strategic change in operating model to support transformation. Lead the transformation of the Front Office teams, delivering industry leading NPS & CSAT. Manage the implementation of significant business change. You will be managing 300 people, focusing on improving customer experience & service. The ideal candidate can come from any sector, they do not have to be FS focused.

Key Skills:

• Excellent interpersonal skills
• Ability to communicate effectively at all levels
• First class relationship and stakeholder management skills
• Successfully lead large multi-site, multi-channel, call centre operations
• Commercial focus and delivery of a can do attitude
• International experience
• Customer service professional
• MUST have experience working in a regulated environment

*CONTACT CENTRE LEAD*