Customer Contact Jobs

Continuous Improvement Manager

Manchester

£35,000 - £45,000

Our client is looking for a Continuous Improvement Manager to be responsible for identifying all the key drivers of cost and waste across the business and leading Lean Sigma projects to eradicate in-efficiency that generates tangible business benefit for the company. Responsibilities: Responsible for identifying the key drivers of cost and waste Supporting and leading on small, medium and large Lean Sigma projects to eradicate in-efficiency and to generate tangible business benefit at a minimum of £250k per annum Identifying income opportunities within the business and exploiting them through their Lean Sigma toolkit to drive additional revenue / income into the business Ability to map all key processes, understand primary metrics and to identify the process capability ratings for each process with identification of areas for improvement to reduce failure rates. Works closely with all levels of internal and external suppliers to ensure that projects are delivered on time, within budget and to the appropriate level of quality. Change control / risk & issue management techniques utilised and mitigation strategies implemented to ensure successful project delivery. Create and embed methodology and practice of Lean Sigma and Operational Excellence Manage resources and prioritise workloads within their project teams to ensure achievement of stakeholder requirements. Provide accurate management information reports on a regular basis and within deadlines to assist management and other departments in meeting their objectives Relevant briefings communicated to staff to ensure Company plans and procedural changes are cascaded and understood Take full responsibility for regularly updating own knowledge and monitoring team’s knowledge of FCA regulations, company products, processes and procedures in order to provide the best, accurate customer information at all times Experience and skills Contact centre background Green or black belt Mandatory – Lean / continuous improvement experience Significant experience of implementing small operational / process changes for the benefit of customers and reducing business costs Excellent planning and organisational skills Excellent communication, coaching and feedback skills

Customer Service Advisor

Leeds

9.34

Start Date: 15th June and 29th June 2020 Shifts: Various shift options available, you can choose a fixed shift out of the following 5 options: Shift 1 = Mon – Fri 8am – 3.30pm, Shift 2 = Mon – Fri 9am – 4.30pm, Shift 3 = Mon – Fri 8am – 3.30pm, Shift 4 = Tue – Sat 8am – 3.30pm, Shift 5 = Tue – Sat 9am – 4.30pm Overview: As the entire country, and indeed the world, continues to respond to the impact of COVID-19, our client is doing everything they can to ensure they play it's part and looking after their Financial Services customer. During these unprecedented times, they understand some of their customers will be worrying about their finances so we're looking for Customer Service Advisors to bolster their existing team to ensure they can meet their customer needs. The Candidate: We're seeking passionate, empathetic individuals to provide a first class service and willing to do whatever it takes to make customers feel happier about money. The successful candidate will be naturally curious, and willing to go the extra mile to provide our customers with the support they need. You'll provide a fantastic customer service whilst helping customers to manage their financial situation to make memorable customer experiences; and taking the time to make sure our customers have the right solution to suit their needs. You can expect customers to be worried about their hard earned cash so you'll need to be a good listener, have patience and be supportive. We need someone who can really get the basics right, focus on the detail and work to a high degree of accuracy. Duties and Responsibilities: * Contacting our customers to discuss their financial situation * Providing an excellent customer experience; whilst ensuring we achieve a sustainable and affordable solution for the customer * Providing help, guidance and support to customers both in or approaching financial difficulty and potential victims of Fraud or Scams * Where necessary working to defined processes managing cases through the courts to recover monies owed * Supporting customers who require additional support through their most difficult times, e.g. advising the loss of a loved one, experiencing health issues, undergoing other life changing events * Working as part of a large and diverse team in a modern and comfortable office where everyone works together to achieve an excellent customer experience * As we're a regulated organisation, we need you to work within the appropriate regulatory frameworks we follow * Being flexible in your approach and willing to get involved in other areas of the department where the customer needs us Skills: We'd love you to bring: * Excellent communication and listening skills with the ability to empathise and deliver a heartfelt service * The ability to be insatiably curious, asking questions and negotiating to deliver the best solution * Flexible working to suit customer needs and business demands * Previous face to face or telephone based customer experience * A caring, positive attitude with a genuine desire to exceed our customers' expectations All offers of employment are conditional and you will only be able to start in the position after completing a strict vetting process including a credit check, a criminal record check and reference checks.

Forecasting Manager

Leicester

£70,000 pa

My client is looking for a forecasting manager to lead the Forecasting teams to ensure that the correct level of resources are planned across the Customer & Claims Operations teams. To lead a team of tenured planners through a transformational change by introducing new forecasting & planning governance processes across the business. Responsibilities: To lead the Forecasting team across the Customer & Claims Operations areas. To ensure that you deliver customer & colleagues KPI’s. To develop & coach the Forecasting team to enhance forecasting skills. To focus on delivering plans aligned to agreed budgets. To lead and manage the Forecasting governance processes. To analyses & interpret a high volume of customer contact data. To reconcile plans against actual performance to improve forecasting accuracy. To create, manage & evolve multi-channel models to cover a range of back-office and digital functions. To create, manage & evolve tracking metrics to ensure delivery of operational KPI’s. To work closely with Scheduling, Real-Time & Business Planning teams to ensure delivery of al operational SLA’s and other key performance indicators. To be able to operate at a senior level across all operation Responsible for creating & evolving forecasting models that support the operational functions Devise and manage robust recruitment plans to manager resource to agreed levels. To establish and understand all contact drivers to enhance model accuracy Skills Knowledge & Experience: Advanced Microsoft Excel knowledge Advanced data manipulation and analytical skills. Strong understanding of capacity planning and resource planning models, particularly in a contact Centre environment Strong communication skills: verbal, written report and presentation skills. Please note, should feedback not be received within 28 days due to the large volume of applications, unfortunately your application has been unsuccessful. However, we may be in touch with similar relevant opportunities.

Forecasting Manager

London

£70,000 pa

My client is looking for a forecasting manager to lead the Forecasting teams to ensure that the correct level of resources are planned across the Customer & Claims Operations teams. To lead a team of tenured planners through a transformational change by introducing new forecasting & planning governance processes across the business. Responsibilities: To lead the Forecasting team across the Customer & Claims Operations areas. To ensure that you deliver customer & colleagues KPI’s. To develop & coach the Forecasting team to enhance forecasting skills. To focus on delivering plans aligned to agreed budgets. To lead and manage the Forecasting governance processes. To analyses & interpret a high volume of customer contact data. To reconcile plans against actual performance to improve forecasting accuracy. To create, manage & evolve multi-channel models to cover a range of back-office and digital functions. To create, manage & evolve tracking metrics to ensure delivery of operational KPI’s. To work closely with Scheduling, Real-Time & Business Planning teams to ensure delivery of al operational SLA’s and other key performance indicators. To be able to operate at a senior level across all operation Responsible for creating & evolving forecasting models that support the operational functions Devise and manage robust recruitment plans to manager resource to agreed levels. To establish and understand all contact drivers to enhance model accuracy Skills Knowledge & Experience: Advanced Microsoft Excel knowledge Advanced data manipulation and analytical skills. Strong understanding of capacity planning and resource planning models, particularly in a contact Centre environment Strong communication skills: verbal, written report and presentation skills. Please note, should feedback not be received within 28 days due to the large volume of applications, unfortunately your application has been unsuccessful. However, we may be in touch with similar relevant opportunities.

Underwriting Manager

West Lothian

£35,000 - £40,000 pa

Mortgage Underwriting Manager for market leading specialist self-build mortgage processor to manage and develop a team of mortgage underwriters to achieve high standards of mortgage underwriting and processing on behalf of a wide panel of lenders. We are currently undergoing an exciting period of change and are looking for a widely experienced mortgage specialist with a passion for enabling their team to deliver fantastic service to our clients. Responsibilities • proactively manage team workloads and resourcing to achieve required service levels for initial application assessment, acknowledgement, assessment of documents received, proactive chasing of outstanding items and submission to lender. • provide “on the job” technical support to the underwriting team • achieve continuous improvement of quality and adherence to lender requirements through: • regular QA checks on underwriter activity in accordance with the scheme requirements • delivery of quality coaching and feedback to team members through documented 1-1 meetings • agreeing and reviewing SMART development plans • measure service levels and design and produce meaningful management information to inform the business of Underwriting team performance • communicate product, lender criteria and process changes and provide training to team Qualifications/experience required: • min 3 years mortgage underwriting experience • excellent communication skills with experience of dealing directly with brokers and applicants • min 2 years people management experience • CeMAP qualification preferred • high level of competence in Excel, Word • Job Types: Full-time, Permanent