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Pension Contact Centre Manager
About the role
This is an exciting opportunity to join this major scheme team as a Pension Contact Centre Manager, working from home on a hybrid basis with travel to the office on one or two days per week. The Contact Centre are responsible for handling all live enquiries from scheme members (calls and email enquiries), processing any queries or requests where possible or referring issues to the relevant teams as and where required.
Responsibilities
As the Pension Contact Centre Manager you will be responsible for the teams who manage all new, live enquiries. Specific responsibilities will include:
- Operational Oversight of the contact centre
- Service Delivery
- Resource and People Management
- People Development and Continuous Development
- Process Governance
About You
The successful candidate will:
- Have a demonstrable experience of leading, coaching and supporting teams in a contact centre environment.
- Be adept at using MI and statistics and forecasting to ensure sufficient resource and effective handing of enqueries.
- Possess solid UK occupational pension scheme knowledge.
- Have experience of managing and motivated a team throughout change initiatives, supporting an ethos of continuous improvement.
- Be somebody who can support, coach and mentor the current team in a collaborative manner.
What’s on offer?
A competitive salary (depending on experience)
- 28 days annual leave plus bank holidays
- Generous annual bonus plan
- A Defined Benefit pension arrangement
- Private Medical Insurance
Plus a market leading peripheral benefits package with a key focus on employee wellbeing.
Job Contact
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