Head of Contact Centre and Business Support

Job Description

The role:We are looking for an effective Head of Contact Centre and Business Support to lead and develop teams to deliver operational excellence and outstanding levels of customer service.Our Contact Centre, accredited by the Institute of Customer Service,receives around 180,000 calls and 46,000 emails a year. Our customers range from members of the public who want to check a solicitor is who they say they are, to solicitors needing help with their practising certificate applications.The Business Support Unitoffers vital services to the organisation. This includes supporting casework, finance and projects and other activities, such as administrative tasks and help facilitating events.We are looking for an innovative, passionate leader, who has extensive first-handexperience in Contact Centre management and digital transformation. Someone who knows their CSAT from their CX and can conduct call pattern forecasting whilst simultaneously monitoring their dialler adherence and adapting and re-focussing as needed (whetherthats intraday forecasting or making sure that you are the custodian of the voice of our customers).The dynamic nature of this environment will suit someone who thrives on both the challenges of running a successful contact centre; alongside the restlesspursuit of service excellence.With a passion for delivering modern, digitally enabled front line customer services, the post holder will play a pivotal role in advising, driving, and shaping the future ambition of how we best support both our internal andexternal customers.Clearly, the key to success is creating an environment that motivates, empowers and develops individuals and team to deliver, whilst nurturing a high-performance culture. A confident and experienced manager of managers, you will provideinspirational leadership and direction to multidisciplinary teams of c.100 colleagues.If you take pride in outstanding customer service and you have a passion for delivering this through your teams, we want to hear from you!What were looking for: A customerexperience evangelist - role model and champion for service excellence placing the customer at the heart of everything we do A focus on high performance - someone who strives for customer excellence through technology, data insights and people An inspiringand credible leader who is energised by bringing people together and working collaboratively across the organisation towards shared goals and strategic ambition Deep technical understanding and experience of running a contact centre operation of a similarscale and complexityWhats is in it for you Drive a culture of outstanding service delivery and customer experience across multidisciplinary teams Help forge the future - motivate and develop your teams as we move to a hybrid way of working Develop the functionsto deliver modern, digitally enabled front line customer services - satisfy your interest in digital innovation and continuous improvement Work for a large, leading regulator to protect and help the public Join an organisation that is committed to your personaland professional developmentAdditional information:By the time you start, we are likely to have moved to a hybrid working model with staff splitting their time between working in the office and working from home. Typically, staff will be expected to come intothe office once to twice a week. The interview process is still being conducted online in the first instance, and if you are successful one of the team will let you know what to expect.Our Contact Centre is based in Birmingham city centre and is open Monday- Friday, 8 am - 6 pm. Full time work hours are 35 hours per week. Our Customer Service team members typically work on a rotating shift pattern of 8 am - 4 pm, 9 am - 5 pm or 10 am - 6 pm. You can find out more about the team and what our Customer ServiceAdvisers do, in this short video: https://watchv=mWHNBIJtJqM&t=5sTo apply:Please upload a CV and cover letter clearly addressing how you meet the essential criteria for this role. To find out more about the recruitment and selection process and how to makethe most of your application, please visit our jobs pages.