Save Job Back to Search Job Description Summary Similar JobsLead a high-performing customer team.Drive service improvements using data.About Our ClientOur client is a dynamic and customer-focused business operating in a fast-paced, regulated industry. Committed to innovation and service excellence, they continuously challenge industry norms to enhance customer experiences. With a strong emphasis on data-driven decision-making and continuous improvement, they are dedicated to putting customers at the heart of their operations while maintaining a commercially strategic approach.Job DescriptionLead and develop your team, coaching advisors to deliver excellent customer service and first-time resolution. (Team management circa 25 and growing)Own action plans alongside complaints handling and insights teams, spotting trends and working with teams to fix issues at the source.Use data from complaints, calls, sales, and billing to identify service improvements.Reduce repeat contact by resolving common customer issues effectively.Improve first-time resolution by ensuring inbound teams provide the right support from the start.Work closely with sales, billing, and digital teams to create smoother customer journeys.Support digital transformation by introducing smarter, more efficient ways of working.Monitor and improve key performance metrics like complaint reduction and customer satisfaction.Ensure compliance with industry regulations and maintain high service standards.Champion the customer in all decisions, making sure their needs are central to business improvements.The Successful ApplicantExperience leading teams in a fast-paced contact centre environment.Strong background in handling complaints and driving service improvements.Proven ability to use data to identify issues and implement effective changes.Experience working in a regulated industry, ensuring compliance and best practices.Commercially minded, balancing customer needs with business objectives.Skilled in coaching and developing teams to improve performance and retention.Confident working with senior stakeholders to influence service improvements.Hands-on approach to problem-solving and delivering first-time resolution.Experience in digital transformation or process improvement within a contact centre.Comfortable managing change and driving a culture of continuous improvement.What's on OfferCompetitive salary £43,000 per annumBonusOpportunity to work in a vibrant and dedicated teamGreat location in LeicesterPermanent position within a large organisationChance to make a real impact in a growing Contact CentreContactKaty BevanQuote job refJN-042025-6710243Phone number+44 151 255 3751Job summaryJob functionBusiness SupportSubsectorCustomer ServicesSectorBusiness ServicesLocationLeicesterContract typePermanentConsultant nameKaty BevanConsultant phone+44 151 255 3751Job referenceJN-042025-6710243
