This is a fantastic opportunity to work as an Operations and Change Manager for this London based insurer. Focussing on contact centre activities, you will broadly be assisting in the day their day to day management, whilst as the same time working with quality coaches to highlight process improvements and begin the delivery of Change. Your day will typically involve the analysis of reports from the various contact centres around the country, and liaising with the regional operations manager and quality coaches to highlight any areas of note. There will also be a requirement to deal with senior stakeholders, and ensure that outsourced services are running smoothly. A large part of the role will be highlighting changes that can be made in operations to ensure that service to the customer is as effective as possible. This could be in the form of process improvements, or changes to existing processes to add value. Once highlighted, you will create a business case and once approved will begin he roll out of your suggestions.
Who we're looking for
The successful candidate will have previous contact centre experience, and will also have an operational background. A financial services background is a preference, but not a necessity - being able to add value in the contact centre/customer service environment is more important. You will be tenacious, and take pride in your work and the results derived from it. The role will not necessarily always be 9 to 5, so you will have the flexibility to work when required to achieve the ambitious goals of this department.
Further requirements include: • Substantial relevant experience in a Service Management position • Financial Services experience preferable • 100% travel mobility • Fantastic organisation and communication skills
About our client
A leading London based Insurance firm
What's on offer
Up to £40,000 Base (depending on experience) + Bonus + Base
Michael Page Contact For further info, apply or phone on 0207 831 2000. Job Ref: 13215583 Your application will be sent to Tim Barber.
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