Head of Contact Centre Job at C&M Travel Recruitment (Cheltenham)

Head of Lending Centre of Excellence

To lead and develop a highly engaged team, pioneering an omni channel experience...

Location

United Kingdom , Knutsford; Glasgow; Greater Manchester; Birmingham

Salary:

Not provided

Barclays

Expiration Date

Until further notice

Requirements

Leads large scale transformation with confidence, communicating the “why” and bringing people with them through ambiguity, resistance, and organisational complexity
Identifies opportunities to modernise processes, adopt new technologies, and redesign services to improve customer and colleague experience
Able to define a compelling future state for the business unit and translate it into clear strategic priorities
Manage operations within a business area and maintain processes, risk management initiatives and compliance with relevant regulators
Identification of trends and opportunities to improve areas and develop new process and procedures through the monitoring and analysis of operation data and performance metrices
Management of operations for a business area and promote efficient processes, risk management and compliance initiatives to support the bank's operations
Collaboration with internal stakeholders (including business leaders, project manager and SMEs) and external stakeholders (including vendors and service providers) to support business operations and promote alignment with the bank's objectives and SLAs
Management of operational professionals and provide guidance, coaching and support to improve colleagues' delivery quality
Management and development of KPIs to measure the effectiveness of operation functions, utilising data and technology to support the identification of areas that require improvement
Compliance with all regulatory requirements and internal policies related to customer experience

Job Responsibility

To lead and develop a highly engaged team, pioneering an omni channel experience to achieve consistently excellent customer outcomes
Build and maintain your team’s capability to deliver excellent customer outcomes through identifying, understanding, and meeting customer needs both internally and externally, using available tools and enablers to grow business performance
Customer service to create excellent customer satisfaction and positively influence NPS (Net Promoter Scores), act as an ambassador for Barclays externally and internally, creating connections and growth for customers
Identification and maintenance of active performance management standards across the team, communicating to and inspiring colleagues to be commercially minded, achieve goals and expectations, measure them frequently and honestly to ensure personal growth and support early identification and intervention where required
Day to day running of the business, using internal and external insights to develop an effective business plan, making evaluative judgments to support customers with their financial needs and drive long term sustainable revenue growth in your area
Market research to understand market trends, competitive landscape, and regulatory changes to identify market opportunities
Cultivation of a resolution culture where leaders and colleagues are customer advocates and are empowered to deal with customer requests fairly at first point of contact
Creation of an empowering environment, bringing together and supporting a community of colleagues who care about Customers, Colleagues and Outcomes
Operational performance of allocated sites and surrounding touchpoints. Ensuring operational and risk frameworks are adhered to for all direct reports, including observations
Creation of a culture which enables focus on building deeper relationships with customers and contribute to the overall success of Barclays

What we offer

Hybrid working
Structured approach to hybrid working with fixed, ‘anchor’, days onsite
Supportive and inclusive culture and environment
Opportunities to socialise, pursue personal interests, onsite gym, clubs and groups
Immersive events (firework displays, gigs, diverse celebrations, art & crafts sessions)
Shuttle bus from local bus, tram, and train stations on weekdays

Fulltime

Head of Customer

We are seeking an experienced and strategic leader to step into the role of Head...

Location

New Zealand , Auckland

Salary:

Not provided

Auckland Airport

Expiration Date

Until further notice

Requirements

A strategic leader with strong experience in customer experience, service design or transformation
Proven ability to influence across a complex, multi-stakeholder environment
Experience working across programmes, projects and operational delivery
Strong commercial acumen and data-driven decision-making capability
A collaborative and engaging leader who builds high-performing teams
Passion for delivering exceptional customer outcomes in a dynamic environment

Job Responsibility

Leading Auckland Airport’s enterprise customer strategy and experience framework
Embedding a seamless, end-to-end customer experience across digital, physical and human touchpoints
Partnering across the business and with external stakeholders to drive aligned delivery
Integrating customer requirements across multiple work programmes and project delivery
Leading customer insights, analytics and performance to drive continuous improvement
Leading the customer contact centre and overseeing customer complaints resolution, ensuring timely, consistent and high-quality outcomes
Owning and governing wayfinding standards and guidelines across the airport precinct
Building capability and fostering a strong customer-centric culture across teams

Fulltime

Head of New Partner Experience

As Head of NPX & AM for our SMB Commercial team, you will lead a team of manager...

Location

United Kingdom , Manchester

Salary:

Not provided

DELIVER

Expiration Date

Until further notice

Requirements

Leadership: The skill to balance results with employee engagement
Team Management: Can build an engaged team of contributors to deliver across a range of administrative processes
Influence and Negotiation: Stakeholder management, with resilience to face challenges from senior members of the business and deliver a positive outcome
Project Management: Manage projects alongside a daily operation requiring quick response as issues arise - strong work prioritisation, planning and task delegation
Team work: Collaborative approach with peers and business leaders to build support and unlock resources to support delivery of your agenda
Communication: Strong communication skills, with knowledge to respond to a variety of demands and the ability to engage with a variety of audiences through different channels
4+ years of experience in a call centre or similar environment focusing on delivering exceptional customer experiences
Experience working within the restaurant or grocery retail industries

Job Responsibility

Partner Obsessed: Be the champion for our newly acquired partners
creating a best in class contact centre that drives impactful conversations with our partners
enabling them to get the most from the Roo platform
Commercially astute
Ensure your team are leading from the front in supporting drive the right commercial outcomes for the business and our partners
implementing sales through service models that ensure our partners are able to be successful whilst driving the right outcomes for Roo
Define the Future: Design and implement a scalable servicing model that balances high-tech self-serve tools with high-impact human interaction
Lead at Scale: Manage a large team of managers and agents, fostering a high-performance, inclusive culture in our Manchester hub
across all four EU markets
Drive Strategy: Partner with global Tech and Ops teams to build the tools, incentives, and contact strategies that move the needle for our partners

What we offer

25 days annual leave plus bank holidays, increasing with length of time spent working at Deliveroo
One day of paid leave per year to volunteer with a registered charity
Funded single cover healthcare on our core plan, with the option to add family members at own cost
On-site gym (HQ), discounted external gym membership
Access to wellbeing apps such as LesMills+, Strava, Headspace, Yogaia via GymPass
Discounted dental insurance and a range of other flexible benefits, such as critical illness cover, partner life cover, travel insurance, health assessments
Life assurance
Maternity, paternity and maternity and shared parental leave, eligible from day one of employment
Excellent kit to enable working from home and a parent-friendly working culture
Access to free mortgage advice

Fulltime

UK Welfare Manager

UK RESIDENTIAL WELFARE MANAGER Title: Welfare Manager (Residential) Job Type: ...

Location

United Kingdom , Edinburgh

Salary:

Not provided

Move Language Ahead

Expiration Date

Until further notice

Requirements

Must have a UK passport/right to work in the UK, and a valid DBS (England & Wales) or PVG (Scotland). If you’re based outside the UK, also a Criminal Record Check form your country of residence
Proven suitability to work with students under 18: at least 2 references
Be proficient in the use of IT
Summer School experience in the UK or in Ireland
Prior work experience as a manager
First Aid certification or willingness to obtain
Previous experience in a welfare, pastoral care, safeguarding, or student support role
Practical experience of safeguarding and child protection
Volunteering experience
Involvement in active groups (e.g. scouts, trekking, sports, etc)

Job Responsibility

Responsible for the care, safeguarding and welfare of students
Responsible for all aspects of the ESL summer camp programming, including off-campus excursions and on-campus activities
Represent MLA values
Reports to Centre Director and Operations Manager
Complete all required, paid training/induction meetings prior to and during the programme
Review itineraries and become knowledgeable with all aspects of the programme
Complete risk assessments
Lead the delivery of high-quality welfare and pastoral support for all junior students
Act as a primary point of contact for student welfare concerns, including homesickness, wellbeing issues, and behavioural matters
Ensure students feel safe, supported, and respected throughout their stay

What we offer

Paid training and induction
Work as part of a strong team and gain experience
Opportunities for professional development e.g. appraisals, opportunities for promotion
Complimentary room and full board as part of the compensation package

Fulltime

Helpdesk Analyst

Location

India , Noida

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

Advanced Excel/VBA
Planning & scheduling knowledge
Knowledge of Call Centre management best practices
Solution driven and result oriented
Process analytical skills in a call center environment
Ability to create well organized, accurate, and concise material and work documentation
Ability to create and maintain data bases
Strong hands-on knowledge of work force management tools
Graduate degree required
2-5 years prior experience in a Call Center Operations environment with strong understanding of Service Desk operations.

Job Responsibility

Accurately predicts headcount or production heads required, handle time and staff shrinkage by work type
Identify gaps in coverage and propose new shifts or realignment along with hiring plans
Continuously monitor the performance against the plans and refine and redefine assumptions as and when required
Thorough understanding of all call center metrics and SLA mapping, monitoring and reporting
Proficiency in Advanced Excel and VBA in data modelling along with building WFM dashboards and automations
Expert in manual staffing and forecasting for call centres
Run “what-if” scenarios for operations or other support groups as requested
Implementing changes as necessary to improve the level of quality and efficiency as measured by key business indicators
Develop schedules to meet contact volumes and service levels
Utilize specialized software tools to manage and determine optimal staffing requirements, staffing counts, optimal work schedules and meet multi system requirements for service level objectives, forecast staffing levels for multiple call center teams.

Fulltime

Freelance Safeguarding Consultant

We are building a pool of experienced freelance safeguarding consultants to supp...

Location

England

Salary:

Not provided

TINEY

Expiration Date

Until further notice

Requirements

Extensive frontline experience working with children in the early years, in a role such as childminder, nursery manager, children's centre manager, or local authority advisory teacher
A Level 3 qualification (or above) specifically in Early Years
Experience in a lead safeguarding role, such as Designated Safeguarding Lead (DSL) or equivalent
Substantial, current knowledge of safeguarding procedures, child protection frameworks, and relevant legislation
Substantial knowledge and experience of the EYFS framework, including both the safeguarding and welfare requirements and the learning and development requirements
Experience of conducting or contributing to regulatory visits, safeguarding investigations, or visit-based assessments
A thorough understanding of child development theory, early years curriculum, and evidence-based practice
Strong observational skills and the ability to identify safeguarding risk
Excellent written English
able to produce accurate, concise visit reports and case summaries

Job Responsibility

Contribute to pre-registration and post-registration safeguarding panel decisions, reviewing cases and providing professional judgement on childminder suitability
Review case documentation and provide written or verbal recommendations to the panel as directed
Support the panel in developing and applying consistent, evidence-based decision-making
Conduct announced visits to childminders' settings following a period of regulatory action, such as monitoring compliance prior to lift a suspension or follow-up 'check-in' visits
Lead or support on visits depending on experience and case complexity, as agreed with the Head of Safeguarding in advance
Assess the childminder's practice, setting, and engagement with regulatory requirements during the visit
Write up visit notes and actions concisely, within 2 working days of the visit
Contact the named tiney panel member immediately if anything unexpected arises on the doorstep or during the visit
Attend unannounced visits to childminders' settings alongside a tiney panel member
Make professional observations and contribute to the live risk assessment throughout the visit

What we offer

A meaningful role in a mission-driven company that’s shaping the future of early education
Flexibility: work the hours that you want to - you will be engaged on a per visit/per assignment basis
Reporting into the Head of Safeguarding, you will become an integral and valued member of the team

Marketing Administrator

We're looking for an organised, detail-oriented Marketing Administrator to suppo...

Location

United Kingdom , St Asaph

Salary:

24980.00 GBP / Year

360 Resourcing Solutions

Expiration Date

Until further notice

Requirements

Previous experience in an administrative role
Excellent written and verbal communication skills, including confidence managing supplier and internal stakeholder correspondence
High level of attention to detail and accuracy
Confident using Microsoft Office, particularly Word, Excel, Outlook and PowerPoint
Strong organisational skills with the ability to manage and prioritise a varied workload
Ability to work independently and use initiative without close supervision
Comfortable working under pressure and meeting deadlines
A proactive, reliable and methodical approach to work

Job Responsibility

Manage the end-to-end process for ordering and coordinating printed marketing materials for both franchise and corporate branches
Receive and review literature requests submitted by franchise partners via Jira, checking all requests against brand guidelines before approving
Liaise with the external design supplier to commission artwork, providing detailed briefs and managing approvals
Manage the relationship with GreenThumb's print supplier, obtaining quotes, placing orders, tracking deliveries and resolving any issues
Coordinate quarterly corporate literature orders: collate customer volume data from Salesforce, communicate with branches and Regional/Branch Operations Managers, obtain quotes and manage the full ordering process
Upload approved artwork to the print supplier Marketplace so franchise branches can self-serve and reorder personalised items
Check incoming invoices against quotes and pass to Finance with the correct cost centre coding
Maintain accurate records of all literature orders, specifications and supplier correspondence
Create monthly marketing reports using Microsoft Excel and PowerPoint, drawing on data from multiple sources
Review and analyse campaign data to assess the effectiveness of marketing strategies and activity

What we offer

22 days' holiday entitlement (pro-rata) plus bank holidays
Christmas Shutdown
Company Sick Pay
Pension Contribution
Enhanced Maternity & Paternity Pay
24-hour Employee Assistance Programme
Mental Health First Aider Service
Free Lawn Treatments
Long Service Awards

Parttime

Staffing Manager

The People Operations Manager role is an extremely important role for the compan...

Location

United Kingdom , Ascot

Salary:

45000.00 - 48000.00 GBP / Year

LaplandUK

Expiration Date

Until further notice

Requirements

General understanding of common HR rules & requirements relating to temporary workers
Previous experience working in a People Operations or Workforce role within events, theatre or visitor attraction environment
Comfortable with being first point of contact for employees in person and online, often handling multiple tasks simultaneously
Excellent verbal and written communication skills
Proficient in Windows & Microsoft applications, as well as comfortable using various staffing & scheduling systems
Experience in payroll, scheduling, and management of teams
Experience in drafting and reporting, analysing documents and managing suppliers/contractors
Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.

Job Responsibility

Driving the recruitment strategy for the event season, working closely with the resourcing team, and ensuring a seamless recruitment process and hitting target numbers on a weekly basis
Organising assessment centres / audition sessions, collaborating with the resourcing team and show operations team to achieve targets and KPIs
Manage the end-to-end recruitment process for the seasonal workforce, from processing candidates to conducting interviews and making offers
Sift & schedule interviews for key management positions in conjunction with Heads of departments
Collaborate with hiring managers to identify staffing needs and ensure timely fulfilment of positions
Design and implement programs to enhance employee engagement and satisfaction
Conduct regular surveys and feedback sessions to gauge employee morale and identify areas for improvement
Develop and implement retention strategies to minimise turnover and foster a culture of loyalty and commitment
Implement performance management systems and processes to evaluate employee performance and drive continuous improvement
Provide coaching and support to managers on performance-related issues, including goal setting, feedback, and performance reviews

What we offer

Flexible hybrid working (weekly assessment centre sessions at Camberley Theatre from mid-August, with working from home on the other days
moving to site at the start of November)
Holiday paid at the end of contract
Free daily on-site meal once based on-site for the live show
Staff car parking & shuttle bus service from Ascot Train Station to site

Fulltime

Select Country

Head of Contact Centre

Job Description

Job Responsibility

Requirements

Nice to have

What we offer

Looking for more opportunities?