Contact Centre Manager - Operations - 12 month FTC

  • Job Reference: 00044541-1
  • Date Posted: 5 July 2024
  • Location: Hatfield
  • Remote Working: Some remote working possible
  • Salary: On Application

Job Description

We have a fantastic opportunity to join Affinity Water as a Contact Centre Manager - Operations on a 12 month fixed- term contract. 

The role:

The Contact Centre Manager leads the day-to-day operations of our contact centre and customer service department. Charged with leading a team of Team Leaders, responsibilities extend to driving process enhancements, ensuring a positive customer journey, and optimising contact centre activities, including inbound and outbound calls and digital services; ensuring that key customer service and experience target measures are maintained to agreed levels.

As the customer-facing function for Affinity Water it is crucial that our people are set up for success and provide our customers a consistent set of trusted services in a seamless way, aligned to our brand. This role will have a strong influence over our customer experience journeys being deployed and hold strong leadership skills. The function is responsible for the integrity, trust and perception delivered via key interactions on the telephone.

Beyond this, Contact Centre Managers are entrusted with the site management of the Folkestone location, overseeing health and safety, and managing estate-related matters.

What you'll be doing:

 - You will be optimising inbound and outbound call and digital activities to meet agreed answer rates and customer delivery. Develop strategies to enhance call handling efficiency and customer engagement. Plan (weekly, monthly) by collaborating with the resource and planning team to ensure key performance indicators are met. Collaborate with Team Leaders to ensure effective handling of customer interactions.

 - Implement new processes and procedures across a multi-channel service to enhance operational efficiency working with stakeholders and subject matter experts across the business. Share best practices with colleagues.

 - Manage and enhance digital customer service channels to ensure a seamless customer experience. Implement strategies to improve the digital customer journey and satisfaction. Stay abreast of digital trends and technologies to enhance service delivery.

- Generate comprehensive reports on key customer metrics and deliver departmental data to stakeholders. Analyse call and digital service data to derive insights and drive continuous improvement.

 - Lead and develop a team of Team Leaders, ensuring effective and efficient delivery of our contact centre plan. Collaborate with HR, L&D and quality teams to ensure adherence to company policy, standard procedures. Promote best practice managing contact centre teams, providing guidance and support to all people.

- Establish and maintain high standards for productivity, quality, and customer service. Define user guidelines and ensure adherence to established standards. Ensure the delivery of a quality service and appropriate outcomes to customers.

 - To work closely with stakeholders from various departments to ensure alignment and cohesive service delivery. Foster a strong, positive relationship with key internal stakeholders Collaborate on cross-functional projects and initiatives to enhance overall organisational performance.

- Oversee health and safety protocols at the site to ensure a safe work environment Manage estate-related matters for the Folkestone location.

- Develop and implement governance strategies to ensure compliance with policies and regulations in correspondence to the public. Establish and enforce processes that guarantee the integrity, confidentiality, and accuracy of all public-facing communications.

- Collaborate with team leaders to define and manage SLAs for correspondence teams. Monitor SLA performance, identify areas for improvement, and implement corrective actions as needed. Maximise cash and debt collection across relevant channels, whilst balancing fair outcome and affordability. Identify and implement opportunities to support the reduction of the customer cost to serve across relevant channels.

- Conduct in-depth root cause analysis for issues related to correspondence delivery.

- Develop and implement preventive measures to address identified root causes and enhance overall service quality.

- Act as a primary point of contact for outsourcing regarding governance-related matters.

- Data Analysis and Reporting.

 - Risk Management and Compliance.

- Identify and mitigate risks associated with customer correspondence, ensuring compliance with relevant regulations.

- Develop and maintain processes for ongoing monitoring and auditing of governance practices.

What you'll need:

Proven experience in a leadership role within a contact centre or customer service environment.

- Strong background in driving process improvements and implementing operational strategies

- Experience in managing and providing guidance to Team Leaders.

- Excellent analytical and problem-solving skills.

- Accredited in Lean Six Sigma - Green belt.

- Accredited in I-Enhance management development programme.

- Familiarity with key customer metrics and reporting tools

- Effective communication and interpersonal abilities.

- Customer mindset.

- Leading and influencing skills.


  • Office based (1 day hybrid)
  • Stand-by: 1 in 10 (Duty Customer Lead standby - Circa £2.7k)
  • Entry into the company annual bonus scheme
  • Annual leave from 26 - 30 days rising with length of service
  • A generous 'double match pension scheme' that doubles the contributions you make (company contribution capped at 12%)
  • We offer enhanced Maternity, Adoption and Shared Parental Leave.
  • Carers policy and Menopause policy to help us support our people
  • Access to our Wellbeing Centre with support for looking after your physical and mental health
  • Discounts for Medical and Dental Insurance, Retail Outlets
  • Volunteer days
  • Life Assurance