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Macildowie Recruitment and Retention
United Kingdom
THE OPPORTUNITY: Macildowie are currently recruiting for a Contact Centre Manager working for a growing organisation based in Leicestershire.This is an exciting opportunity to work for a company that is a leader in their industry and has a strong focus on delivering exceptional customer service. As the successful candidate, you will be responsible
Job Source: Macildowie Recruitment and RetentionMacildowie Recruitment and Retention
United Kingdom
THE OPPORTUNITY: Macildowie are currently recruiting for a Contact Centre Team Leader working for a business based in Leicestershire. Our client is a very well-established nationwide provider of business-critical services to thousands of SME organisations all over the UK for 75+ years.This is a permanent full time position. THE ROLE & YOUR RESPONS
Job Source: Macildowie Recruitment and RetentionHastings Direct
Leicester
Experienced Contact Centre Team Leader As a result of our UK Retentions department expanding significantly, we are seeking contact centre Team Leaders with experience to join us on our onshoring journey. You will be responsible for building a culture of excellence within your team by giving clear guidance and making sure colleagues know how importa
Job Source: Hastings DirectBEN-Motor and Allied Trades Benevolent Fund
Rugby
Job title: Lead Nurse - Nights Do you want to work with an organisation that makes a difference to peoples lives and yours? Our Company Benefits for Lead Nurse - Nights: Working for us means youll benefit from: 31 days holiday (including bank holidays enhancements) increasing with length of service Life assurance Free Parking Discounts available wi
Job Source: BEN-Motor and Allied Trades Benevolent FundLCFC
Leicester
About The Role Leicester City FC are excited to be recruiting a new Sales Centre Representative, to be part of our Ticketing team within the Operations department.The position of Sales Centre Representative is an integral role at Leicester City Football Club, being the first, and som...
Job Source: LCFCKelly Services
Loughborough
Kelly Services are looking for a Distribution Centre Operator on behalf of a well respected and established client in Loughborough on a full time, temporary ongoing basis. Pay is £13.38 per hour. The role will be working a 2-shift rotating pattern - Monday to FridayEarly - 06:00 -14:15Late - 14:00 - 22:15 (Early finish on Fridays 19:45) As a Distri
Job Source: Kelly ServicesMediq UK
Castle Donington, England, United Kingdom
Mediq UK are a supplier of healthcare consumables, healthcare equipment, cleaning, and hygiene products, as well as healthcare devices to hospitals, care homes, and other facilities serving the healthcare sector in the UK. Mediq UK have recently announced our exciting new expansion plans with the opening of a brand new 280,000ft sq ft facility in
Job Source: Mediq UKKelly Services (UK) Ltd
Loughborough
Kelly Services are looking for a Distribution Centre Operator on behalf of a well respected and established client in Loughborough on a full time, temporary ongoing basis. Pay is £13.38 per hour. The role will be working a 2-shift rotating pattern - Monday to Friday Early - 06:00 -14:15 Late - 14:00 - 22:15 (Early finish on Fridays 19:45) As a
Job Source: Kelly Services (UK) LtdUnited Kingdom
THE OPPORTUNITY: My client is currently looking to recruit for a Head of Contact Centre based in Leicestershire; this is a senior role in a rapidly expanding organisation. The Head of Contact Centre will manage the delivery of the support services we provide to customers across a range of contact channels including voice, e-mail and web-chat. The successful candidate will be adept in managing all aspects of a Contact Centre operation and will be responsible for, but not limited to. THE ROLE & YOUR RESPONSIBILITIES: Leading and managing the delivery of all operations across the Client Support first and second line teamsDriving performance and efficiency in a fast paced and dynamic environmentCreating and implementing relevant performance strategies to drive desired outputsEnsuring delivery of a consistent and seamless customer experienceManaging multiple team leader level direct reportsDriving initiatives to continually improve service qualityEnsuring delivery of all qualitative and quantitative contact and service SLAs and KPIsUtilising systems (including contact management and telephony) to improve performance and enhance the customer experienceMaintaining strong and silo free relationships with other departmentsOverseeing regular resource planning and participating in recruitment activityEstablishing and implementing training programmes to up-skill our staff and increase the focus on the customerActively promoting our core values, ethics and cultureEnsuring the department fulfils its legal obligations and is compliant to Data Protection Act, The Pensions Regulator and Financial Conduct AuthorityPromoting a culture of continuous improvement and behaviours to create an empowered, positive and engaged workforce who put the customer at the heart of everything they do EXPERIENCE SOUGHT IN THE SUCCESSFUL CANDIDATE: Experience within a senior leadership role within a 100+ seat contact centre environmentYou will come from a customer centric industry and have a proven track record in leading a highly motivated teamProven track record and success in leading teams within a customer centric operationYou will be a contact centre/call centre expert with hands on day to day management experienceDemonstrable knowledge of contact centre KPIs and SLAsProven ability to improve service standards and customer experience evidenced by improvement in NPS and CSAT scoresHighly organised and able to objectively prioritise own and others workAbility to be self-directed and productive without supervisionAbility and experience in the management and development of staff and team leadersVery strong written and verbal communication skillsAdept at understanding, analysing and utilising contact centre data and MIExperience with and knowledge of contact centre technologies
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Macildowie are a recruitment business working on behalf of a client to recruit this role. Your personal data may be forwarded to that client company as part of the application process.
If you would like information on how we will process your data please go to our website (macildowie.com) and view our fair processing notices which are located at the bottom of the page under privacy policies. Within the fair processing notice for Candidates there is guidance on how to amend your contact preferences or exercise your rights relating to personal data. We can't provide direct links as email address and website urls within our job adverts are removed by some of the websites on which we advertise.
Macildowie is a specialist recruitment consultancy with a rich history of enhancing the careers of professionals across the Midlands and the Northern Home Counties. We have an unrivalled understanding of the local market place and recruit for the majority of the region's premier employers. To search for all of our live jobs please visit us at macildowie.com.
Head of Contact Centre jobs in United Kingdom
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