- You will be responsible for the performance of any sales, retention or servicing activity within the contact centre.
- Actively motivating and supporting the teams to ensure the best possible service is delivered to our clients, ensuring proactive, positive and consistent communication within the department, between colleagues and senior management.
- Working with the Contact Centre Leadership and Volume Trading teams in developing income opportunities from existing clients and new, implementing plans and strategies to convert opportunities into income.
- Working with own team to identify and highlight product and services gaps within the existing portfolio, that meet customer needs and deliver commercial benefit.
- Ensuring the conduct and standards of the department meet required levels of compliance both digitally and through the contact centre.
- Previous Contact Centre experience.
- Previous experience of leading teams to meet financial, operational, service and quality KPI's within a volume processing/sales environment.
- Previous experience of recruitment, development and performance management of teams.
- Previous experience of working within a regulated financial services environment preferably Insurance.
- Previous experience of client relationship development and management skills.
- Proficient with Microsoft Office applications and tools.
- Cert CII qualification preferable.
Contact Centre Manager - Croydon, United Kingdom - Ardonagh Advisory
Description
Contact Centre Manager - Croydon - ARD992843
Contact Centre Manager, Croydon
An exciting opportunity has arisen for a talented Contact Centre Manager to join our Croydon office, reporting to the Head of Contact Centre.
As a Contact Centre Manager, you will be responsible for direct line management of numerous team leaders within the function. You will be working as part of the leadership team to ensure the smooth and efficient running of the business, implementing plans and strategies as required and leading those teams to meet all performance KPI's, regulatory and service level requirements.
What does the role of a Contact Centre Manager here involve?
What are we looking for in our next Contact Centre Manager?
This is a varied role where you will have the opportunity to continually build your knowledge and grow. In return you will be welcomed and supported by our Ardonagh family and be joining an organisation that cares about you as a person and your wellbeing. Some of the other benefits are:
· Holiday entitlement of 26 days plus bank holidays.
· Opportunity to progress your career across the entire Ardonagh family.
· Gain CII or ACII qualifications to boost your knowledge and career prospects in the Insurance Industry.
· Pension scheme for when you feel it's time to retire.
· 24-hour support for physical and mental wellbeing.
· 1 days paid volunteering day to give back to our communities.
· The Spotlight Awards, where we shine a light on the brightest talent across our group.