Head Of Contact Centre

We have a rare and exciting opportunity to join our organisation as Head of our National Contact Centre.

Customer service is at the heart of everything we do and in line with our commitment to ICS (Institute of Customer Service) accreditation, we are looking for a Head of Customer Service to champion this vision.

This rare and exciting opportunity places you at the heart of our business, where you will be affecting change, implementing new processes, and where required, transforming our current customer service operations.

The role is responsible for creating an integrated, high performing customer Contact Centre, utilising an omni–channel strategy to ensure customer queries are dealt with promptly with 'first–contact' resolution.

You will oversee a team of over 80 Customer Service Advisors and 9 Team Leaders, measuring performance against customer service standards, business objectives and KPI's.

You will be given the autonomy to build, shape and manage our customer service strategy, while also assisting in the development of our internal customer service training programme.

At NHSP we are immensely proud of what we do and we are looking for someone who can passionately articulate and communicate our vision, ensuring a customer–centric approach in everything we do.

This unique opportunity presents a chance to make a real difference to our NHS, where your work will positively impact the 180,000 healthcare professionals currently registered with us and who provide essential care at over 50 NHS trusts across the country.

Responsibilities:

• Deliver a high quality, customer focused and professional service that supports our Bank Members and Trusts.
• Leadership of 100+ team, including performance management, coaching, development and succession planning.
• Performance and operational management against key performance indicators (KPls).
• Analysis of all operational and customer insight to inform mid and long term strategies.
• Resource management to deliver a consistently high level of service through all channels (24/7 365).
• Effective and engaging communication, making sure the teams are informed and engaged to deal with the many complex queries with a laser focus on first contact resolution.
• Development of a robust customer service training programme, in conjunction with the training team, that provides the technical and soft skills to excel in the role and supports personal development.
• Strict technical and operational governance that supports exceptional service including IVR, resource planning, real time analytics and prescriptive customer insight.
• Management of change that is controlled effectively so as not to compromise the stability of the operation.
• Creation of operational strategy by conducting needs assessments, performance reviews, capacity planning, productivity, quality. and customer–service standards.
• Development of the omni channel platform to enhance customer service and improve operational efficiency.
• Implement and manage a robust customer feedback process to feed into continuous service improvement plans.
• Review and streamline operational processes to ensure systems are in place and the service is delivered timely against agreed quality standards and metrics.
• Build confidence across NHSP in the service by developing strong networks with key stakeholders and supporting good organisational service levels.

Accountabilities

• Financial and budget management; estimating requirements; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective actions.
• Operational reviews to Heads of Service, highlighting strategic and operational options for developing the service.
• Operational reporting and customer insight analysis to improve service delivery and implement service improvement changes.
• Maintain professional and technical knowledge of emerging trends; attending seminars; reviewing professional publications; establishing personal networks; benchmarking best practice.

To be successful in this post you will need have leadership experience within a professional service centre and demonstrate the following:

Call Centre Management including performance metrics, workforce management and planning, stakeholder management, always striving for customer excellence.

Evidence of strategic thinking and a collaborative approach across all business areas.

Disciplined and accountable. Gets quality work done on time.

Team player, team focused, high integrity.

Strong communication skills.

Strong persuasive skills and ability to influence decision makers.

In return for your commitment, we will offer you some fantastic benefits:

• Generous annual leave allowance – 27 days per year, plus bank holidays
• Flexible Working – we offer a range of flexible working options that include working from home or part time hours
• A commitment to talent management & development
• Star of the Month! – Our star of the month award enables you to recognise colleagues or teams that have gone the extra mile and they could win GBP100 worth of shopping vouchers
• Pension – We'll contribute up to 10% towards your pension if you join our stakeholder pension scheme
• Life Assurance
• Group Income Protection
• Wellbeing Programme
• Employee Assistance Programme
• Employee Engagement & discounts platform

About Us:

NHS Professionals (NHSP) run the largest NHS flexible staff bank, placing highly skilled temporary workers in NHS Trusts to meet their short, medium and long–term needs. Uniquely we are owned by the Department of Health and Social Care and we therefore reinvest any surplus we make directly back into the NHS.

We are particularly proud of being the first NHS organisation to gain the accreditation of Top Employerby the Top Employers Institute. This is a huge testament to our ongoing commitment to making NHSP a great place to work for all our corporate employees.