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    Contact Centre Manager - Bristol, United Kingdom - Serco

    Serco
    Serco Bristol, United Kingdom

    1 week ago

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    Description

    Job Title:
    Contact Centre Manager- Health Assessment Advisory Service

    Location:
    Bristol -Hybrid (with travel to Stockton on Tees).

    Permanent, Full time

    Salary £43,000 - £52,000 + car


    Here at Serco, we deliver health assessments that help determine eligibility for benefits on behalf of the Department for Work and Pensions (DWP).


    Our extensive experience supporting complex case management services across the globe and experience of working with the DWP enables us to impact a better future for all.

    Service users are treated with care and respect, and our colleagues thrive in a supportive culture.


    As the Contact Centre Manager, you will be managing a team of call centre operatives for the HAAS (Health Assessment Advisory Services) contract.

    You will be responsible for the day-to-day monitoring of the call stats ensuring that we are operating within our defined KPI's.

    You will also be part of target setting for the operatives in the call centre.


    Reporting to the Head of Clinical Operations, the Contact Centre Manager is required to head up the Contact Centre, to deliver the agreed performance (established by the SMT with input from the CCM as appropriate).

    You will have management responsibility over Contact Centre Team Leader and a team of Contact Centre Advisors.

    To produce and present weekly, monthly, quarterly call centre stats as required by the senior contract manager.

    To support and liaise regularly with the contract managers regarding the functions of the call centre.


    To conduct regular reviews of plans, monitoring and taking action to ensure business targets are met, including submitting accurate and timely reports to the appropriate line management.


    To represent and promote the 'Serco Way' and the Values of the business to customers, stakeholders, the community, and the public, fostering a partnership approach to relationships.

    Ensure customer expectations are met with consideration to legal and compliant requirements.

    Support a clear and focused business direction given current organisational capacity and external factors. Balancing risk and return in making decisions on business opportunities to achieve better short and long-term results.


    Leadership Behaviours - Delivers customer service, solves problems, generates ideas, delivers against own objectives, demonstrates personal drive, gains others trust, communicates effectively, demonstrates collaboration, adapts to change, respects difference, assumes responsibility, supports colleague development, and maintains composure.

    Background knowledge of the Health Assessment industry (desirable not essential)

    Up to 6% contributory pension scheme


    A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Simply Health Plans, Annual Leave Purchase Scheme and more.

    A Serco benefits portal offering a wide range of discounts for major high street brands in Retail, Leisure & Hospitality

    Committed to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities.

    Up to 25 days annual leave plus bank holidays


    At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.

    We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services.

    We are innovators, committed to redesigning and improving public services for the benefit of everyone.


    By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and (LGBT & Networks).

    Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.

    At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Gold Inclusive Employer Standard. For help with your application please contact


    At Serco we support fair access to employment for those with unspent criminal convictions through the 'Ban the Box' pledge (some may be exempt due to the nature of the role and the security clearance required).

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