Contact Centre Leader
Contact Centre Leader
An exciting opportunity has arisen in our Retail (Contact Centre) department, for a Contact Centre Manager. This role will be of interest to commercially astute, strategically minded individuals that are accustomed to leading from the front, working as part of a multi-site team to embed change and drive operational performance.
As a senior member of the Retail Contact Centre team, you will take a lead in the development of the Contact Centre and its colleagues, to deliver excellent customer service to Hastings Direct customers. You will lead and coach a team of up to 8 Team Leaders, with ultimate responsibility for the performance of c. 120 FTE in a multi-skilled area. You will be a strategic thinker, ready to roll up your sleeves and take a hands on approach with focus on motivating your teams, developing talent in your area, and driving performance. You will inspire excellence in customer service through leading by example and providing clear direction. You will have an ability to proactively engage and influence stakeholders throughout the business, creating a high performance culture that puts our colleagues and customers at the heart of what we do.
Your remit will include the following:
· Create a vision for the future, bringing goals and objectives to life for the teams to engage, motivate and inspire · Deliver effective communications on performance, standards, policies, product and procedures · Effectively coach your Team Leaders to develop desired behaviours and performance levels · Maximise the performance of the contact centre against individual, site and business objectives through effective performance management and engagement · Review performance across their teams and share best practice · Long term planning of capability requirement for team, growing skills to meet future needs · Implement strategies within the contact centre that support delivery of excellent service to customers and keeping us ahead of the competition · Effectively analyse customer and colleague data to drive service improvements to maximise positive outcomes for the customer · Demonstrate a positive approach to challenges and create effective solutions · Act on customer feedback to ensure continuous improvement to service delivery
A strong track record of leading and developing teams to achieve commercial goals in the right way in a Contact Centre environment, accustomed to working in a high driven performance environment Proven experience of effective change management Robust understanding and experience of working in a regulated environment in a leadership capacity Ability to influence and motivate at all levels Strong planning and organisational skills Effective communication skills, both verbal and written Passionate about developing colleagues Strong problem solving skills Highly motivated and inspirational Business focused and commercially aware
· Experience with driving digital adoption through the contact centre
Benefits for you:
· Competitive basic salary which we will share with you upon shortlisting, but do feel free to email the Recruitment team for more details in advance of your application - · Flexible working opportunities · Up to 10% bonus earning potential · 25 days holiday · Life assurance · Competitive pension · Flexible benefits - buy or sell holidays · Discounted Hastings Direct products · A friendly, dynamic and flexible environment with a test-and-learn culture · Structured career path that rewards achievements and solid performance · Ability to contribute to real change
Hastings Group, a FTSE 250 listed entity, is a fast growing, agile, digitally focused general insurance provider of products and services to over 2.6 million customers in the UK, employing over 3,000 colleagues. The Group comprises two trading entities; Hastings Insurance Services Limited (trading as "Hastings Direct"), a UK retail intermediary, and Advantage Insurance Company Limited, a Gibraltar based insurance underwriter.
Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. Please also note that we have a thorough referencing process, which includes credit and criminal record checks.