Head of Contact Centre and Business Support Unit
What is in it for you:
• Role model, and champion best practice and service excellence across the organisation
• Provide leadership and direction to a fundamental, frontline department of over 80 staff
• Showcase your contact centre expertise and passion for excellent customer service
• Shape the future of the way we deliver customer service
• Join an organisation who work in the interest of the public
The role
Reporting to the Director of Authorisation, Contact Centre and Business Support, the Head of Contact Centre and Business Support role is responsible for leading and effectively managing a number teams to deliver operational excellence and high levels of customer service.
Our Contact Centre team handle more than 250,000 contacts a year and are front and centre of our organisation. The team mainly receive inbound enquiries from the public and solicitors on a whole variety of matters such as validating the details of a solicitor, routes to qualification, support with completion of regulatory applications and customer complaints.
The Business Support unit delivers administrative support to the largest departments and help the SRA achieve our aim - to give the public confidence in the solicitors' profession. It deals with 17,000 transactions per week.
You will be responsible for the strategic management and leadership of the Contact and Business support functions. Professional, strategic and committed to service excellence, you will pursue appropriate opportunities to continue to drive improvements in the customer experience across both departments.
You and your team will drive performance of the Contact Centre and Business Support functions to ensure we deliver and exceed our KPI's and SLA's. With a solid technical understanding of call centre operations and service delivery, you will identify external best practise in customer service and help us positively challenge ourselves about how we currently deliver our services.
We are looking for an innovative individual, who is passionate about customer service and can demonstrate extensive experience in leading successful Contact Centre operations and service delivery functions.
To effectively manage the teams you will be a credible leader who inspires trust in others and shares our values. As a proactive, effective and articulate communicator, you will be able to confidently influence and challenge key internal and external stakeholders at all levels of seniority.
About you:
• A dedicated and trusted leader, with a proven track record of Contact Centre management at a senior level
• Professional, credible, with strong communication and stakeholder management skills at senior levels
• Demonstrable experience of managing resources including large budgets across multiple teams
• Driven by continuous improvement and operational efficiency
• Motivated by delivering organisational success through outstanding customer service
To apply for this role, please submit your CV and covering letter. Please ensure that your CV and covering letter clearly demonstrate how you meet the knowledge, skills and experience requirements of the role.
Essential
Educated to degree level standard, or equivalent experience.
Previous Contact Centre Management experience at a senior level.
Proven experience in driving customer excellence and continuous improvement.
Excellent communication skills with an ability to effectively articulate a vision and strategy, influence and constructively challenge both internally and externally at all levels of seniority.
Customer centric approach, drive improvements in the customer experience and outcomes achieved.
Experience of real time, high transaction customer services environments, and line management of larger teams (up to 80).
Track record of leading and delivering results through change management and innovation.
Track record of leading and developing others to deliver results and enhance performance.
Strong influencing and communication skills and track record of forging strong working relationships with stakeholders.
Demonstrable experience or understanding of managing significant budgets and exercising operational controls.
Knowledge of call centre telephony, contact management and workforce management software desirable.
Excellent IT skills, including Microsoft applications, large databases, web and email management systems.
Desirable
Understanding of SRA and its regulatory functions, policies, process and values.
Project management qualification.
Additionally, we provide a generous flexible benefits package, including gym membership with a tax only cost, an excellent defined contribution pension scheme and an additional 3% of annual basic salary upon successful completion of probation.
The Solicitors Regulation Authority is an Equal Opportunities Employer.
Diversity and inclusion is central to everything we do. We are actively committed to promoting and participating in good practice in the way that we attract, recruit and retain staff.
Everyone is encouraged to bring their whole self to work because we appreciate the value that a truly diverse workforce brings to an organisation. We celebrate difference, recognising the benefits this brings to our inclusive culture, including age, disability, gender identity and expression, religion, race, sex, sexual orientation and socio economic background.
We are a Stonewall Top 100 Employer, a member of ENEI, a disability confident employer and we are happy to talk flexible working.
This opportunity is closed to applicants.