Customer Contact Centre Manager

Customer Contact Centre Manager is required by organisation in the Financial Services Sector.
Accountable for the day to day delivery of Contact Centre services, the Customer Contact Centre Manager will ensure their direct reports have the correct tools, skills and support at their disposal to achieve their objectives and applicable Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
Develop, review and implement processes and procedures to maximise efficiencies and optimise service levels, to deliver a high quality customer experience.
Ensure that customer service delivery is continuously improved in ways that meet the needs of the customer, as well as the company.
As required, the Customer Contact Centre Manager will act as point of internal/external hierarchical escalation to bring incidents and/or complaints to a satisfactory resolution.
The Customer Contact Centre Manager will be a strong, approachable leader who works collaboratively within and beyond their team, to deliver a program of continuous, interactive service improvement.
The Customer Contact Centre Manager will be responsible for defining the department operating model and working practices and to ensure they are aligned to the needs of the business
Ensuring a high quality service is delivered to all internal functions and stakeholders.
The Customer Contact Centre Manager will be enthusiastic about delivering a high level of customer service and be capable of motivating and supporting their team to succeed.

Essential:
Extensive management experience ideally gained within a technical, customer focused environment
Experience leading transformation programs
Experience managing >10 direct or indirect reports
Comfortable and experienced in communicating directly with high profile customers as appropriate
Excellent commercial awareness
Experienced in defining and working to KPIs and SLAs
Ability to develop and implement new/revised processes with an emphasis on simplicity, customer experience and efficiency
Experienced in communicating and influencing at all levels within an organisation as appropriate

Desirable
Awareness of SDI (Service Desk Institute) accreditation or equivalent
Awareness of ITIL V2/V3 framework and the responsibilities of the underlying functional areas
Financial services/payments processing exposure
Awareness of Institute of Customer Services development or equivalent
Financial planning/budget ownership