Andy Rollock Email & Phone Number

Cambridge, United Kingdom

Barking, Greater London, United Kingdom

• Manage day to day contact centre/face to face, operation consisting of 6 Team Managers/70 Advisors• Ensure all operational key performance indicators are achieved • Manage and deliver contractual SLA`s to the agreed costs/budgets• Accountable for areas of performance and pro-actively developing and communicating action plans where applicable• Manage client expectations, relating to both service and innovation, providing expertise in customer… Show more • Manage day to day contact centre/face to face, operation consisting of 6 Team Managers/70 Advisors• Ensure all operational key performance indicators are achieved • Manage and deliver contractual SLA`s to the agreed costs/budgets• Accountable for areas of performance and pro-actively developing and communicating action plans where applicable• Manage client expectations, relating to both service and innovation, providing expertise in customer service delivery• Analyse and interpret data and create action plans, as appropriate• Provide strong leadership to team, providing a clear vision to drive service delivery and improvements• Attend monthly/quarterly client review meetings and presenting performance findings to stakeholders• Analyse operational resources and performance, to ensure resources are maximised to meet contractual key performance indicators• Identify trends in varying call/contact volumes in order to make changes to improve the customer journey, and improve business processes• Communicate and work with peers to ensure that a team approach is adopted, and best practice shared• Maintain budgetary control for all allocated operational expenditure• Day to day management and development of Team Managers (6)• Senior lead for customer service, being the voice of the service, acting as an advocate for the customer and providing insight to promote a customer centric approach Show less

To actively monitor expenditure against budgets and the allocation of monies for the areas managed.Work with senior management to ensure strategic objectives are achieved Manage an overall staff group (70), comprising of Team Managers and Customer Service Advisors. Setting operational objectives and challenging targets. Establish and develop work and quality programmes in order to plan the strategic development of the serviceTo work with strategic partners to ensure… Show more To actively monitor expenditure against budgets and the allocation of monies for the areas managed.Work with senior management to ensure strategic objectives are achieved Manage an overall staff group (70), comprising of Team Managers and Customer Service Advisors. Setting operational objectives and challenging targets. Establish and develop work and quality programmes in order to plan the strategic development of the serviceTo work with strategic partners to ensure collaborative working where appropriate to provide value for money services for customersChange Management – lead the team through significant change programmes, and to provide motivation and encouragement to staff during change.Conduct monthly 1:1`s and appraisals to direct reportsLead and manage projects Recruitment of staff and maintain a knowledge of employment lawDevelopment and maintaining performance management frameworks in relation to services managed.Create and monitor key performance indicators, to ensure these are met on a consistent basis, analyse and put measures in place when service is not met.Coach and develop direct reports to ensure they have the skills and competencies required to ensure quality and productivity targets are met. Develop, and maintain service principles/responsibilities and standards, and ensure that all staff are aware and adhere to them. Monitoring and reviewing staff sickness, ensuring corrective and remedial measures are put in place minimise levels of sickness, with the business principles. Show less