Contact Centre Manager
Argos Financial Services
In a nutshell
You’ll be responsible for the day-to-day operational management of part of the Customer Service Contact Centre. You will manage and coach multi-skilled Contact Centre teams, collaborating with key stakeholders across the business to deliver exceptional customer service across key customer touch-points, in line with the Argos Financial Services’ service strategy and risk appetite.
What you’ll be doing
Carrying out the day-to-day management of your designated part of the Contact Centre, delivering consistent service levels whilst maintaining colleague engagement.
Leading, coaching and motivating your Contact Centre teams to deliver best in class service across all stages of the customer journey.
Delivering annual Contact Centre and Customer Experience objectives aligned to strategy.
Working with the business to deliver changes or initiatives impacting Customer Service.
Delivering Contact Centre processes in line with Conduct/Regulatory risk standards and within Operations’ risk appetite.
Operating within the Customer Service Risk and Control framework, effectively monitoring key risks, escalating issues and identifying common trends.
Ensuring the Contact Centre has appropriate levels of multi-skilled resource, coordinating staff recruitment and training.
Providing strong, visible leadership to help deliver a positive, open culture where high quality colleagues can deliver to their full potential.
Effectively managing and developing the performance, talent and future capability of your direct reports, made up of 8 Team Leaders and the wider team, as you’ll have circa. 80 Advisors as your indirect reports.
Driving fair outcomes for the customer, embedding these values in all contact Centre processes and policy. Prompt action taken to mitigate issues identified through outcome testing measures.
What you need to know and show
Experience within the financial services sector, giving you an awareness of the control environment within FS organisations.
Strong stakeholder and relationship management skills, with a proven ability to influence at a Senior Management and Executive level.
An understanding of Conduct Risk.
Experience of Contact Centre Management, including operational management of the Centre itself.
Proven experience of encouraging a high-performing team, including carrying out performance reviews & supporting development.
The ability to challenge and to manage conflict, at all levels.
An analytical and conceptual ability to understand customer attitudes and motivations, and to translate this into directional recommendations for business strategy.
In addition to the all- important competitive salary, pension & bonus offering, we totally get that life outside work is important to us all. So, we want to shout out some of our other great benefits…
We offer flexible working to help you achieve a good work/life balance
Opportunity to buy extra holidays is on the table
Discounts on your weekly shop, buying a laptop or sofa? We’ve got it covered through your Sainsburys, Argos and Habitat store discount card
Cycle to work scheme and great coffee and cake!
A little about us & our culture
As digital technology drives the financial services landscape we want to be at the cutting edge of this technology, offering award winning innovative digital products to our customers.
Technology is where we see our growth therefore we need innovators to join us and drive the next phase of our evolution.
We’re a friendly bunch who collectively share a passion to make our customers’ financial lives easier. As part of the wider Sainsbury’s Group, being one of the UK’s most trusted brands, it brings our colleagues a wealth of opportunities to fulfil their potential.
Here, you can be part of something bigger and help to create a new approach that puts the customer at the heart of everything we do.
As this role involves working within a regulated environment any offer will be subject to satisfactory background checks including criminal record check, credit check, fraud check and employment references.
We know that candidates may be put off applying for a job unless they can tick every box. While we can’t always accommodate every flexible working request, we do support part-time and job share roles so are happy to be asked how we can work around your availability. So if you are excited about working with us and think you can do much of what we are looking for but aren’t sure if you are 100% there yet… why not apply and see how it goes?
Here we’re a proud equal opportunities employer that values diversity at every level of our business. Inclusion and Diversity are fundamental to our culture and values, fostering an innovative, collaborative and fast paced work environment that means we can build a better future for our colleagues and our customers. Everyone is welcome. Want to find out more? Then visit our Diversity & Inclusion page on our Careers site – www.argos.careers/diversityandinclusion