Manager – Digital Contact Centre

Externally, this role could also be known as: Customer Services Manager, Contact Centre Manager, Digital Contact Centre Manager

Key Accountabilities

• Lead and motivate your team on a day-to-day basis to do the right thing for customers and the business.

• Manage the performance of all team members who will be supporting customers through telephony, as well as at times via Digital Messaging and Social Media.

• Remote management experience is desirable

• Accountable for delivering against Service Levels and other Key Performance Indicators including but not exclusive to:
  o Voice of the Customer targets & CSAT measures
  o Service SLAs (% calls answered, abandonment rate, response times and productivity)
  o Digital Contact Resolution/online registrations/mobile utilisation
  o Quality Assurance
  o Absence

• Play a key role in our Digital First Strategy, help your team to translate technology terms into everyday language and provide support to our less Digitally savvy customers

• Be passionate about continuous improvement, identifying opportunities to improve the customer experience and playing an active role in our Customer Issue Resolution Programme.  (CIRP/EIRP)

• Identify opportunities to improve customer engagement through the deployment of relevant support materials ie IMI SMS deep link solution, ’How To’ videos and online FAQs.

• Gain customer feedback provide valuable insight to key stakeholders in our Digital development teams to improve our Digital offering.

• Develop great relationships with all of the colleagues you will need to work with across our business, including areas such as Digital, Robot Processing, Risk and Learning and Development.

• Ensure operational and regulatory compliance requirements (e.g. Ofcom, FCA) are understood and monitored.

• Ensure Quality Assurance is delivered consistently to high standards

Additional Responsibilities

• Work as part of the wider team within Customer Service, acting as SME for Digital Customer Contact, but also providing support in other areas, to help to achieve departmental and business goals.

• Support the team through technical incidents, ensuring they are equipped to deal with any increase in demand and/or change in contact type

• Involvement with new product launches, including the launch of new brands/partners.

Your Skills and Experience

Essential

• You will have had experience of leading teams in a customer-focused servicing environment and have worked around communications or technical solutions.

• Worked in a regulated or secure environment

• You’ll also need to have:
  o Strong Leadership skills
  o Presenting and written communication skills
  o Listening skills
  o Organisational skills
  o Empathy with people in difficult situations
  o Worked in a lively, fast-paced contact centre team
  o Having an eye for detail
  o Identifying problems and finding solutions
  o Always having a positive attitude
  o Being calm under pressure
  o You will be great at coaching your team in all of these things too!

Desirable

• Worked in a Financial Services company

• Understanding of FCA and regulations imposed on Financial Services

• Experience of managing a team using channels such as webchat/messaging or social media.

Externally, this role could also be known as: Customer Services Manager, Contact Centre Manager, Digital Contact Centre Manager

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