Related skills
data analysis stakeholder management customer experience operational improvement contact centre management📋 Description
- Oversee the On Holiday Support and Complaints Team to hit KPIs.
- Lead outsourced and in-house teams across UK and South Africa.
- Resolve CEO complaints quickly and identify root causes.
- Manage accessibility, medical and personal injury queries.
- Analyse performance data and drive improvements; maintain processes.
- Hybrid London role with offshore liaison; travel as needed.
🎯 Requirements
- Background in Back Office & Front Office contact centre management
- Experience with offshore contact centre providers
- Data-driven; able to analyze data and identify root causes
- Strong stakeholder management; present to senior management
- Self-starter; fast-paced; multitask; drive delivery through others
- Willing to travel internationally (approx 3-4 times a year)
🎁 Benefits
- Company pension contributions at 5%
- Individualised training budget
- Discounted holidays for you and your family
- 25 days holiday + 8 public holidays, increasing with service
- Enhanced maternity/paternity leave
- Cycle to work scheme, season ticket loan and eye care vouchers
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