Manage the performance of the RED Instructor Services Department & Customer Contact Centre. Responsible to deliver Operational Targets:-Mange the performance and delivery of the Customer Contact CentreManage the performance and development of the RED Instructor Services department to ensure delivery against business targets and defined customer service agreements,Manage the Credit Control process and collection of fees from Franchise ensuring prompt payment and management of arrears.Maintain a consistent service level for all franchisees and customers through excellent customer serviceProvide an escalation point for all Franchise Managers and Team Managers to escalate enquires, concerns or complaintsMonitor and measure the overall performance of departments to achieve individual and team targets on customer service, collections and retention of both customers and instructors.Manage and motivate all staff, continuously monitoring and developing them to achieve higher service levelsCoach and monitor Franchise Managers and Team Managers to deliver performance targetsDevelop and continually improve the control framework to mitigate and minimise operational risks to the businessEnsure that all reports accurately compiled and submitted to the board adhering to strict deadlinesAh-hoc duties as defined by the CEO or Operations Director