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!

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!