Contact Centre Manager

About The Role

Due to growth within the team, we now have a fantastic opportunity to join as a Contact Centre Manager.

The role is based in our Hereford Campus, and whilst the majority of your role will be performed from the office, occasional home working is available as part of our hybrid working approach.

Reporting to the Head of General Operations, you will take responsibility for the efficient operation of allpay’s Client Services Support function.

allpay’s Client Services Support function manages first line queries related to allpay’s range of products and services and includes the handling of approximately 1200 calls as well as approximately 250 emails per day and also Direct Debit requests (mandates and returned letters).

As a Contact Centre Manager, your main focus will be on ensuring that customers and clients receive a first-class customer service experience, and to achieve this you will:

• Develop and implement strategies to improve customer satisfaction and optimise team productivity.
• Lead by example and embed a culture of trust and communication, to build an engaging work environment, where people feel valued and are motivated by achieving objectives.
• Directly line manage Contact Centre Team Leaders, provide feedback, coach, and mentor your team, ensuring they have the necessary skills and knowledge to effectively assist you in running the day-to-day operations of the contact centre.
• Monitor, and evaluate overall team performance to ensure team is meeting the operational objectives.
• Frequently evaluate resourcing needs and skills gaps within department, and by working closely with the People and Talent team, actively lead on recruitment campaigns and training interventions.

Some of your other key responsibilities will include:

• Monitoring trends to drive efficiencies and improvements, as well as to support business needs by providing forecasting and call profiling.
• Working with 3rd party providers, and internal stakeholders to own the implementation of new products and services into the department.
• Taking the lead on specific client related or company-wide incident tasks, ensuring key stakeholders are updated and delegation of tasks to members of the team.
• Overseeing the development and publication of Key Performance Indicator (KPI) data.

About You

To be successful as Contact Centre Manager you will above all, care about people and be passionate about delivering excellent customer service.

You will collaborate with others and enjoy helping your team members develop their skills and knowledge to achieve their potential.

You will work with integrity to ensure our clients and customers receive high quality, accurate advice, always following data protection and information security regulations.

You will be curious, always expanding your knowledge about allpay products and business, to become a subject matter expert.

You will have agility to cope with high levels of demand and expectations from both, internal stakeholders and external customers and clients.

As our ideal Contact Centre Manager, you will need to demonstrate to us that you have:

• Proven experience of leading, coaching and mentoring Team Managers within a contact centre, ideally 30 FTE.
• Ability to tell a story with data, by analysing and presenting relevant information.
• Proven interpersonal and communication skills, with the ability to influence and deal with stakeholders at all levels.
• Commercial awareness, with the ability to manage budgets.
• Project management skills and ability to organise and manage often conflicting activities and tasks.
• Proficient working knowledge of Microsoft Packages including Word, Excel, and Project.
• Proven experience in call centre technologies, in particular Genesys, and have ability to make proactive changes to streamline the client and customer journey whilst making efficiency changes.
• Proven experience in technical knowledge of both call routing and call centre technology to help build on the platform of our contact centre such as webchat, chatbot and the interactive flow.

A background in working in Financial Services will be an advantage however we can ensure you have the tools you need to learn about allpay and our products.

About Us

People are at the heart of allpay and we reward our employee with a competitive benefits package which includes, a defined contribution group pension scheme, income protection, life assurance, an array of health and wellbeing options including private healthcare cover and an onsite gym. This is coupled with our excellent Learning and Development offering.

We work with some great recruitment agencies. We don’t choose to partner with everyone. Explicit consent or confirmation must be received from our HR department before we accept CV’s. Contractual terms and specific campaigns must have been signed and agreed before you are considered a partner. We never accept unsolicited CV’s, EVER! Even from our trusted partners. We consider it “spoiling,” which does not endear you to us. By sending us unsolicited CV’s we deem these a free gift. If we choose to engage these candidates directly we will not pay you any fees. You will be deemed to have accepted this zero fee by providing unsolicited or spoiled candidates.

We are a company committed to Equal Opportunities.

All roles at allpay Limited are subject to successful background checks including a DBS and Credit Check.