Contact & Digital Centre Manager

The West Brom are looking to recruit a Contact and Digital Centre Manager on a permanent contract. The post holder will lead and manage the Telephony & Digital Servicing Teams to address the needs of our members quickly, calmly and confidently.

You will be responsible for Team Leaders, Telephony and Digital Agents making sure a customer centric culture is embedded. You will maintain a professional environment for the team to thrive to think creatively to solve problems and increase customer satisfaction.

This person will have familiarity of Digital servicing, Investments, Mortgages and Lending, as required for their team. In addition, they will maintain an up-to-date knowledge of regulatory and compliance requirements, so that all Customer transactions, digital transactions and telephone calls are handled right first time.,

• Oversee all aspects of the end to end customer service experience, to troubleshoot processes and procedures and make improvements to the customer journey through the telephony & digital channels.


• Support the design & delivery of the digital transformation ensuring customers are at the forefront of all decisions made.


• Grow the existing telephony team and set up a digital customer servicing team in line with the transformation, strategy and future demand models.


• Drive a culture of continuous improvement and evidence improvements following VOC and agent trend analysis.


• Represent the department as a key stakeholder across the business acting a subject matter expert.


• Provide leadership across the teams to deliver excellent service to our membership, identifying opportunities and implementing change to improve customer interactions.


• Identify and manage the relevant risks and controls across the teams, with particular focus on operational resilience and customer excellence.


• Ensuring appropriate controls are in place to comply with legislation, FCA regulations and Conduct Risk.
  
  Ability to grasp new concepts and deliver change as we move forward.


• Strong coaching and development skills with a proven track record of leading multi channel teams remotely.


• Ability to work effectively in a team environment, and on own initiative in pursuit of business objectives.


• Ability to demonstrate excellent relationship and team building skills including team coaching/focus sessions.


• Knowledge of running and growing a contact and digital customer contact centre would be preferable.


• Experience of leading teams through change whilst supporting the transformation of a business.
  
  We wholeheartedly believe that our people are our greatest asset, that's why in addition to your salary you will be rewarded with a wide range of other benefits:


• Generous annual leave starting at 25 days + 8 bank holidays, (pro rata)


• Pension scheme where we will augment your contribution by 0.6% (Up to 10.6%)


• Social club membership dozens of discounts available for a wide variety of family days out and events


• Performance related pay scheme


• Corporate health plan with the option to include family members


• Discounted travel cards


• Life assurance provided by the Society at 4 times your salary


When we say our people are the West Brom's biggest asset that doesn't mean just viewing them as employees. We also recognise they have a life outside work, one that has responsibilities and rewards which the Society respects and supports in ways that aim to bring the best out of them. We operate flexible/hybrid working at our Head Office, our Recruitment team will be happy to share further details of this with you if you are interested in applying for a role.

Why choose the West Brom?

At the West Brom we appreciate that our employees are unique individuals with differing needs depending on their specific circumstances and stages in life. When we say our people are the West Brom's biggest asset that doesn't mean just viewing them as employees. We are proud of our heritage and absolutely believe that the West Brom is a great place to work.