Senior Customer Service Manager - Contact Centre

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Our Contact Centre is looking for a customer obsessed Senior Manager. This exciting role is directly responsible for up to 7 managers, whilst indirectly leading and inspiring an overall diverse team of over 130, supporting our vision is to create a world-class Customer Service function which can deliver a service that our members love, time and time again, whichever channel they choose to interact with us. The Senior Manager role has a varied range of responsibilities from leading and developing our service teams in the contact centre, providing inspirational leadership to managers and their colleagues, to creating and executing a strategic plan for the area. Ensuring the delivery of an exceptional customer experience by achieving agreed service, regulatory and quality requirements for colleagues serving over the phone or via our online or postal channels are key responsibilities. Supporting the senior leadership team in identifying and developing changes to drive colleague engagement, process improvement and efficiencies, with the aim of enhancing experience for both colleagues and members, whilst meeting the demands of the business will be key. Working alongside another Senior Manager this role has the responsibility for the operational management of the department, ensuring exceptional customer service, delivery against SLAs and you'll analyse management information to enable effective decision making. This is a key role in shaping the culture of Customer Service to become a place where our people can belong, grow and be brilliant every day, with a constant focus on talent development and engagement. Being responsible for identifying and delivering changes that improve processes, better achieve business needs or reduce costs as well as creating a culture of adaptability will be important