Key responsibilities:Managing, coaching and developing 6 team managers covering a diverse operational team.Leading the administrational service delivery for 35 UK and Global Blue Chip clients.Ensuring timely and accurate execution of £6M plus monthly transactions across my 35 client portfolios.Running, shaping and developing a multi-lingual customer contact centre and back office complaints team. Reporting of all Service Levels (SLAs) to Board level.Monitoring, managing… Show more Key responsibilities:Managing, coaching and developing 6 team managers covering a diverse operational team.Leading the administrational service delivery for 35 UK and Global Blue Chip clients.Ensuring timely and accurate execution of £6M plus monthly transactions across my 35 client portfolios.Running, shaping and developing a multi-lingual customer contact centre and back office complaints team. Reporting of all Service Levels (SLAs) to Board level.Monitoring, managing and enhancing the customer and client experience for the business.Maintaining continuous engagement with senior and key stakeholders during business integration and system migration projects.Recruiting all new operational staff within the Purley Site. Show less

Accountable for customer service delivery to share holders via multi-lingual 24 hour contact centre. Ensuring all inbound calls and email enquiries managed within SLA and to required quality standards.Ensuring all outbound communications consistent, fair and clear in line with FSA (now FCA) guidelines. Project sponsor for reviewing all customer business output from a quality and customer service perspective. Planning and resourcing for all incoming call and email… Show more Accountable for customer service delivery to share holders via multi-lingual 24 hour contact centre. Ensuring all inbound calls and email enquiries managed within SLA and to required quality standards.Ensuring all outbound communications consistent, fair and clear in line with FSA (now FCA) guidelines. Project sponsor for reviewing all customer business output from a quality and customer service perspective. Planning and resourcing for all incoming call and email enquiries.Managing formal personnel performance issues in the absence of an onsite HR Team.Approving complaints responses in line with regulated complaints handling procedures. Show less

Setting up and managing an inbound contact centre. Maintaining service and quality levels by regular coaching with agents.Final point of escalation for all customer complaints.Managing all Team HR and recruitment needs.Delivering product training and soft skill coaching to all agents.Organising skill based routing of IVR messages on all dedicated client helplines.