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Contact Centre Operations Manager

About The Role

We are currently recruiting for an Operations Manager to work within our contact centre at Coventry Walsgrave on a fixed term basis for 6 months.

The contact centre team are the first line telephone support to all of our members in relation to their savings.

In this role you'll be responsible for leading and inspiring a team of 6 Customer Service Team Leaders to drive first contact resolution and deliver service excellence through their advisors.

As part of this role you'll be responsible for coaching and the development of your team leaders to ensure individuals are both skilled and motivated to deliver operational performance and service excellence.

About You

To be successful in this role you'll need proven experience in operational management within a customer service environment.

Ideally that experience will be within a financial services call centre or within a regulated environment.

Experience of using Verint Ultra 9 call monitoring would be advantageous.

As a senior team member we will be self motivated team player that will strive for excellence; challenging yourself and your team to exceed.

Through your drive to succeed you will have demonstrable experience of managing and implementing change.

NB. This role is internally known as ‘Operations Manager - Telephone Enquiries

About The Company
Here at Coventry Building Society, we’re proud to be a mutual building society and we’re committed to providing a first class service to our members. Our people are pivotal in achieving our mission and we’re embarking on an exciting journey to ensure our employee wellbeing is at the forefront of what we deliver as a function; after all, without our people, we wouldn’t be as successful as we are.

Key Information

Role Title:
Contact Centre Operations Manager
Salary Details:
Circa £50,000
Number of hours per week:
Coventry - Walsgrave
Vacancy Type:
Temporary - Full Time
Closing Date:
24 Jan 2018

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