CONTACT CENTRE MANAGER

BRISTOL / HYBRID

£50-65k

Our client based in Bristol is looking to recruit a Contact Centre Manager to join their team on a full-time, permanent basis.

ABOUT THE ROLE

The Contact Centre Manager is responsible for direct line management of 15 Advisors and regular engagement with clients along with supporting the Customer Contact Director with leading the customer contact strategy.

RESPONSIBILITIES

As a Contact Centre Manager you will:

• Leading, coaching and developing a team of c15 Advisors to deliver against performance targets
• Owning the customer contact journey map, embedding continuous improvement throughout
• Leading client engagements from a day-to-day and escalation point
• Acting as the technical SME for contact centre platforms
• Building strong trusted relationships with clients and internal teams

REQUIRED SKILLS & EXPERIENCE

To be considered for the role of Contact Centre Manager, you must have:

• Experience leading high-performing customer service teams within a regulated contact centre environment, preferably Financial Services
• Preferably have experience with vulnerable customers
• Expert in coaching, people development and performance management
• Ability to be hands-on with the day-to-day team management whilst also involved in the long-term strategy
• Proven track record of driving service improvement and operational efficiency
• Expert in contact centre technologies, sourcing and implementing platforms including telephony, CRM, WFM, QA tools and Knowledge Systems
• Excellent stakeholder management and communication skills, experienced in collaborating closely with other departments.

NEXT STEPS

If you’re professional, hard-working and interested in becoming a Contact Centre Manager, apply today with your current CV!

Our team will review your application to see if it’s a match and get in touch to learn more about you. If you aren't contacted within 7 days, please assume your application was not selected.

Don’t miss out! Apply today!

FINANCIAL CUSTOMER SERVICE ADVISOR

BRISTOL / HYBRID

£30-40k

Our client based in Bristol is looking to recruit a Financial Customer Service Advisor to join their team on a full-time, permanent basis.

ABOUT THE ROLE

As a Financial Customer Service Advisor, you will be responsible for handling complex cases as part of a dedicated team that deal with debt collections. You’ll take ownership of, and resolve a range of sensitive, high-risk and challenging cases, often dealing with vulnerable customers.

RESPONSIBILITIES

As a Financial Customer Service Advisor you will:

• Lead the resolution of a range of cases, ensuring outcomes are agreeable and in-line with industry and the organisations regulations.
• Identify the root cause of all collections, ensuring each is dealt with in a timely manner through proactive communication with the customer and internal departments.
• Maintain up to date with industry regulations and products.
• Ensure accurate record keeping for all customer contact and decisions.
• Liaise with other departments as needed.
• Work in line with policies, procedures and SLAs.

REQUIRED SKILLS & EXPERIENCE

To be considered for the role of Senior Customer Resolution Executive, you must have:

• Previous experience with vulnerable customers within a Financial Services/Banking environment is essential
• Prior debt collections experience is preferred
• Excellent communication and relationship building skills – able to handle sensitive situations in a professional and empathetic manner.
• Ability to work to set targets and guidelines.
• Strong IT skills with the ability to multi-task.

NEXT STEPS

If you’re professional, hard-working and interested in becoming a Financial Customer Service Advisor, apply today with your current CV!

Our team will review your application to see if it’s a match and get in touch to learn more about you. If you aren't contacted within 7 days, please assume your application was not selected.

Don’t miss out! Apply today!

SENIOR CUSTOMER OPERATIONS MANAGER

BRISTOL

c£70K

Our client based in Bristol is looking to recruit a Senior Customer Operations Manager to join their team on a full-time, permanent basis.

ABOUT THE ROLE

The Senior Customer Operations Manager is a highly strategic role deputising for the department Director. You will be responsible for leading the 2^nd line customer service team who manage the more complex, sensitive cases, including vulnerable customers. You’ll act as the technical expert imparting knowledge and implementing best practice across Consumer Duty, DISP, CONC etc.

RESPONSIBILITIES

As a Senior Customer Operations Manager you will:

• Lead the 2^nd line teams, overseeing complex and vulnerable customer cases while embedding high-quality, compliant customer support.
• Translate complex requirements and regulatory demands into actionable service standards for the teams.
• Work to improve the vulnerable customer strategy, ensuring alignment with regulations and frameworks, acting as an expert while championing ethical customer treatment. 
• Build strong trusted relationships with clients, internal teams and third parties.
• Positively drive the continued improvement of operations and service delivery for clients and customers, shaping service, embedding controls and developing offerings.

REQUIRED SKILLS & EXPERIENCE

To be considered for the role of Senior Customer Operations Manager, you must have:

• Significant experience in a senior leadership role within a regulated financial environment alongside expertise in FCA regulatory frameworks including Consumer Duty, DISP, CONC etc.
• Proven experience leading 2^nd line customer teams, with a focus on handling sensitive cases/ vulnerable customers/ complaints/ escalations.
• Experience designing and implementing strategies, improving policies and procedures while ensuring alignment with regulatory standards.
• Excellent stakeholder management and communication skills, experienced in collaborating closely with other departments.
• Proficient in data analysis and reporting, with the ability to translate insights into actionable improvements that reduce complaints and operational risk.

• Financial services qualification desirable. 

NEXT STEPS

If you’re professional, hard-working and interested in becoming a Senior Customer Operations Manager, apply today with your current CV!

Our team will review your application to see if it’s a match and get in touch to learn more about you. If you aren't contacted within 7 days, please assume your application was not selected.

Don’t miss out! Apply today!

CUSTOMER EXPERIENCE PROJECT MANAGER

MIDLANDS, HYBRID

£44-46K

As a Customer Experience Project Manager, you will be the voice of the customer for a major project across the group. You’ll bring expertise in Customer Experience, with the ability to manage people and cultural changes across the business. Our clients project is already underway so the ideal candidate will be available on a short notice period.

BENEFITS

Not only does this role offer a competitive salary, but it also offers a range of other benefits, including: a pension scheme, health and well-being plans, discounted products and services, counselling, family-friendly arrangements, tax efficient benefits and generous annual leave.

RESPONSIBILITIES

As Customer Experience Project Manager your key duties will include:

• Project managing business change initiatives across the full project lifecycle, ensuring effective planning, resource utilisation and stakeholder engagement
• Driving training and adoption strategies to embed new systems and processes, working closely with operational teams
• Identifying trends and feedback to make informed recommendations for service improvement
• Supporting the delivery and integration of business systems, with a focus on the people impacts (user engagement, adoption etc.)
• Providing detailed information on project progress, risks, and change readiness to support operational planning and delivery
• Collaborate effectively with project colleagues and the wider group

REQUIRED SKILLS & EXPERIENCE

To be considered for the role of Customer Experience Project Manager, you must have:

• Significant experience managing organisational change and transformation projects, with a focus on CX, engagement and people elements.
• Strong project management skills, with experience in leading cross-functional teams through complex change programmes.
• Experience in developing and reviewing policies and procedures to support business change and operational improvement.
• Proven ability to analyse and diagnose problems, develop change strategies, and implement solutions that drive adoption and measurable impact.
• Proficient in MS Project and Jira
• A full valid driving licence is essential.

NEXT STEPS

If you’re interested in becoming a Customer Experience Project Manager, apply today with your current CV. Our team will review your application to see if it’s a match and get in touch to learn more about you. If you aren't contacted within 7 days, please assume your application was not selected.

Why wait? Don’t miss out!

LEGAL TEAM LEADER - HOUSING

WORCESTER, HYBRID

£37,000-£39,000

Our client is looking for a Legal Team Leader to join their Housing Litigation team. You’ll be joining an established team that run pre-action and litigated claims including housing conditions, disrepair, possession, and injunctions.

BENEFITS

This opportunity comes with a range of benefits, including: 25 days annual leave (rising to a max of 30 days), a pension scheme, health and well-being plans, discounted products and services, counselling, family-friendly arrangements, tax efficient benefits and generous annual leave.

RESPONSIBILITIES

As a Legal Team Leader you will:

• Provide legal services to operational teams including high quality, accurate and timely legal advice and support to ensure that corporate compliance is maintained            
• Effectively manage, develop and support a small team to ensure SLAs and customer expectations are met
• Assist in managing external providers, including spend and invoice management, ensuring compliance with relevant regulations and organisations financial procedures
• Ensure that legal services are delivered in a cost-effective way that limit risk to the Group
• Develop and maintain relationships with internal and external stakeholders, identifying any shortfalls in service and ensuring corrective actions are carried out
• Monitor corporate compliance, reviewing and updating relevant policies and procedures to ensure continued compliance with legal and regulatory requirements

REQUIREMENTS

As a Legal Team Leader you will bring:

• Recent experience undertaking a similar role, ideally within housing association or local authority                                             
• Have excellent knowledge of housing law and the civil procedure rules, including disrepair
• Proven experience of working to deadlines and prioritising workloads                                          
• A soliton focussed approach with experience of analysing and diagnosing problems and implementing solutions                                           
• Proven experience of advising senior managers and staff on legal issues                                       
• Experience of managing a team

If you are interested in the Legal Team Leader apply with you CV today! Our team will review your application to see if it’s a match and get in touch to learn more about you. If you aren't contacted within 7 days, please assume your application was not selected.

Why wait? Don’t miss out. Apply today!

TEAM MANAGER

MANCHESTER / HYBRID

£43,000 - £50,000 depending upon experience

MONDAY – FRIDAY ONLY

Our client based in Manchester is looking to recruit a Team Manager to join their team on a full-time, permanent basis.

ABOUT THE ROLE

As a Team Manager, you will report into a Senior Operations Manager and be responsible for managing a team of between 12-15 and managing external stakeholder relationships.

RESPONSIBILITIES

As a Team Manager you will:

• Manage the day-to-day operation of the team ensuring meeting SLAs and client expectations
• Assign & allocation of workload
• Lead, coach, and develop a high-performing team, including conducting appraisals and performance reviews and setting objectives
• Monitor and track KPIs and provide reports to the Senior Operations Manager
• Own the recruitment and onboarding of new employees, working closely with the training team
• Support with change and continuous improvement initiatives across the operations department  

REQUIRED SKILLS & EXPERIENCE

To be considered for the role of Team Manager, you must have:

• Experience managing high performing teams, preferably within a regulated environment
• Strong understanding of operational processes and performance management
• Passionate about coaching, mentoring and training team members
• Excellent communication and relationship building skills – able to liaise at all levels
• Ability to support change, improve processes, and influence outcomes
• Strong problem-solving skills

NEXT STEPS

If you’re professional, hard-working and interested in becoming a Team Manager, apply today with your current CV!

Our team will review your application to see if it’s a match and get in touch to learn more about you. If you aren't contacted within 7 days, please assume your application was not selected.

Don’t miss out! Apply today!

TEAM MANAGER

BRISTOL / HYBRID

£43,000 - £50,000 depending upon experience

MONDAY – FRIDAY ONLY

Our client based in Bristol is looking to recruit a Team Manager to join their team on a full-time, permanent basis.

ABOUT THE ROLE

As a Team Manager, you will report into a Senior Operations Manager and be responsible for managing a team of between 12-15 and managing external stakeholder relationships.

RESPONSIBILITIES

As a Team Manager you will:

• Manage the day-to-day operation of the team ensuring meeting SLAs and client expectations
• Assign & allocation of workload
• Lead, coach, and develop a high-performing team, including conducting appraisals and performance reviews and setting objectives
• Monitor and track KPIs and provide reports to the Senior Operations Manager
• Own the recruitment and onboarding of new employees, working closely with the training team
• Support with change and continuous improvement initiatives across the operations department  

REQUIRED SKILLS & EXPERIENCE

To be considered for the role of Team Manager, you must have:

• Experience managing high performing teams, preferably within a regulated environment
• Strong understanding of operational processes and performance management
• Passionate about coaching, mentoring and training team members
• Excellent communication and relationship building skills – able to liaise at all levels
• Ability to support change, improve processes, and influence outcomes
• Strong problem-solving skills

NEXT STEPS

If you’re professional, hard-working and interested in becoming a Team Manager, apply today with your current CV!

Our team will review your application to see if it’s a match and get in touch to learn more about you. If you aren't contacted within 7 days, please assume your application was not selected.

Don’t miss out! Apply today!

HOUSING SOLICITOR

WORCESTER, HYBRID

£48,500

Our client is looking for a Housing Solicitor to join their Housing Litigation team. You’ll be joining an established team that run pre-action and litigated claims including housing conditions, disrepair, possession, and injunctions.

BENEFITS

This opportunity comes with a range of benefits, including: 25 days annual leave (rising to a max of 30 days), a pension scheme, health and well-being plans, discounted products and services, counselling, family-friendly arrangements, tax efficient benefits and generous annual leave.

RESPONSIBILITIES

As a Housing Solicitor you will:

• Run a caseload of housing management litigated claims for and against the Group which includes possession claims, injunction applications and housing conditions issued claims
• Providing advice to the business on housing matters
• Ensure that legal services are delivered in a cost-effective way that limit risk to the Group
• Develop and maintain relationships with internal and external stakeholders

REQUIREMENTS

As a Housing Solicitor you will:

• Be a Qualified Solicitor or Fellow of the Chartered Institute of Legal Executives  
• Have excellent knowledge of housing law and the civil procedure rules, including disrepair
• Be confident applying relevant legal principles and factual circumstances to find solutions
• Have proven experience and be competent in drafting statements of case and witness statements
• Have civil litigation experience and excellent working knowledge of the civil procedure rules and fast track
• Be a team player with a collaborative approach

If you are interested in the Housing Solicitor apply with you CV today! Our team will review your application to see if it’s a match and get in touch to learn more about you. If you aren't contacted within 7 days, please assume your application was not selected.

Why wait? Don’t miss out. Apply today!

COMPLAINTS HANDLER

CARDIFF, HYBRID

£24,500 + BONUS

Our client is a worldwide distributor of products, services and supplies for the healthcare sector. You would be working within a caring supportive organisation that offers lifelong learning and career progression plus a broad array of other benefits.

OVERVIEW

As a Complaints Handler, you will be responsible for full administration duties in the Service Department ensuring customer requirements are met.

RESPONSIBILITIES

As a Complaints Handler your key duties will include:

• Handling and resolving a range of complaints
• Conduct thorough investigations, identifying the root cause of each complaint
• Liaising with internal departments to gather information and ensure solutions are actioned
• Providing regular updates to customers, ensuring that communication is clear, accurate and empathetic
• Produce reports so that customer pain points and recurring issues can be identified and processes amended to prevent future recurrence

REQUIREMENTS

To be considered for the role of Complaints Handler, you must have:

• Experienced and confident handling customer complaints
• Ability to remain calm and professional when dealing with sensitive or high-pressure situations
• Experience within customer service, call centre or coordination role
• Strong communication skills
• Ability to multitask effectively and build strong relationships with clients and internal teams
• Some experience with MRP/ CRM or similar systems

NEXT STEPS

To become a Complaints Handler, apply with your up to date CV. One of our team will receive and review your application. If shortlisted, we will get in touch with you to arrange a phone call. On the call, we’ll discuss your career history, skills, future aspirations and generally get to know you better.

If this job doesn’t seem quite right, register your CV on our website and we can identify any roles that may be more suitable.