Head of Contact Centre

Permanent
Full time
35 hours per week
£40,414 per annum
Birmingham
Reporting to the Director of Performance Delivery and Authorisation, the post-holder will be required to effectively manage and motivate teams to deliver exceptional levels of operational performance and an enhanced customer experience.

You will also deliver and drive continuous improvement supporting internal and external stakeholders.

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

The successful candidate will be able to demonstrate the following knowledge, skills and experience:

Educated to degree level standard, or equivalent experience

Proven experience in driving customer excellence and continuous improvement

Excellent IT skills, including Microsoft applications, large databases, web and email management systems

Experience of real time, high transaction customer services environments, and line management of larger teams (30+)

Track record of delivering results through change management and innovation

Strong influencing and communication skills and track record of forging strong working relationships with stakeholders

Understanding of the SRA and its regulatory functions

Desirable

Knowledge of call centre telephony, contact management and workforce management software desirable

Excellent understanding of SRA functions, policies, process and values

The SRA is the independent regulator of solicitors and law firms in England and Wales, protecting consumers and supporting the rule of law and the administration of justice. We do this by overseeing all education and training requirements necessary to practise as a solicitor, licensing individuals and firms to practise, setting the standards of the profession and regulating and enforcing compliance against these standards.
We offer an inclusive, supportive and friendly working environment and the chance to develop your career within a professional organisation. We are committed to the health and wellbeing of staff, helping everyone to strike a good balance between personal and professional life.

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.
Head of Contact Centre.pdf – 48KB
Vacancy closing date: 12/12/2014, 23:55

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.