Contact Centre Manager (Edinburgh)

Motability Operations are currently recruiting for a Contact Centre Manager to join us in Edinburgh on a full-time, permanent basis. This role is a key business leadership role. It is responsible for delivering exceptional experiences for our customers across all inbound channels. You will be instrumental in transforming the contact centre operation, leveraging new technologies to revolutionise how we support both our customers, and our people aligned with our mission and purpose.

• You will be responsible for the running of the Contact Centre with a focus on customer experience, efficiency and commerciality. Your goal will be to create a customer-centric, productive and inclusive environment where each team member can thrive and grow
• You will be responsible for delivering an omni-channel customer experience that has best in class customer experience at its core
• You will be responsible for achieving the KPIs for the Contact Centre including speed of answer, abandonment rate & CSI to be greater than 90%. You will strive to achieve operational performance by identifying levers to pull that will have a positive impact on the achievement of KPI's.
• You will need to ensure the contact centre meets the evolving needs of our customers, colleagues and business. This means you will need to transform the contact centre to provide seamless, efficient, and accessible digital and automated experiences that compliment traditional telephony channels
• You will be constantly looking for new ways to leverage technology so we can simplify processes, integrate with our partners and use data to ensure that every interaction delivers both exceptional service and value for money.
• You will support the transition to EV by removing operational complexity to enable better collaboration with partners, improved frontline specialist experience and enable a single, multi-skilled contact services team. You will need to re-engineer legacy processes to ensure that they are designed for EV & Specialised products, within a connected environment (customer and partner).
• You will continually review the way the Contact Centres operate to ensure call reduction through digital and self-serve channels. You will identify process and system improvements to simplify customer interactions. This will involve working across departments to achieve this overall objective
• Overall responsibility for departmental budget and ongoing forecasts
• You will challenge BAU and instigate programmes to improve efficiencies and customer experience. You will maximise the use of data and information to enable improvements to service and efficiency through customer insight and procedural simplification.
  
  You are an exceptional people leader capable of leading your teams through a transformation journey. You have a commercial mindset, always focusing on how you can provide an efficient service that still has the customer at the heart of the solution. You are a fantastic communicator with proven ability to collaborate and build relationships internally and externally at all levels. You deliver change in a way that is engaging and brings your teams with you on the journey. You strive to remove the barriers to success for your teams and the wider business.
Minimum criteria:
• Leading large contact centre teams
• Delivering change in an operational environment
• Managing budgets and headcount
• Delivering against strategic goals
  
  Motability Operations is a unique organisation, virtually one of a kind. We combine a strong sense of purpose with a real commercial edge to ensure we provide the best possible worry-free mobility solutions to over 700,000 customers and their families across the UK. Customers exchange their higher rate mobility allowance to lease a range of affordable vehicles (cars, wheelchair accessible vehicles, scooters, and powered wheelchairs) with insurance, maintenance and breakdown assistance included. We are the largest car fleet operator in the UK (purchasing around 10% of all the new cars sold in the UK) and work with a network of around 5,000 car dealers and all the major manufacturers. We pride ourselves on delivering outstanding customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10.
Our values are at the heart of everything we do. They represent ambition, and we look for our people to live and breathe them every day:
• We find solutions
• We drive change
• We care
  
  We operate hybrid working across the organisation where we split our time between working on-site at our offices, and at home, remotely within the UK. We believe hybrid working achieves a good work/life balance for our colleagues, allowing us to connect with each other, collaborate on important work, and perform together to deliver for our customers. It allows us to have the flexibility to work remotely up to 2-days per week whilst also using the great office spaces we have available.
As a Motability Operations team member, you can expect:
• An annual discretionary bonus
• 15% non-contributory pension (9% non-contributory pension during probation period)
• Life assurance at 4 times your basic salary to give you peace of mind that your loved ones will receive some financial help
• Employee Discount Scheme with a huge number of retailers and an app to save on the go
• Discounted Electric/Hybrid Car Salary Sacrifice Scheme
• Access to the Cycle to Work Scheme (we have showers, changing rooms and secure bike sheds on site)
As well as financial benefits, our staff's health and well-being are very important to us, so we also offer:
• 28 days annual leave with option to purchase and sell days
• Funded Private Medical Insurance cover
• Critical illness insurance
• Free access to healthcare apps, such as Peppy, Unmind, Aviva Digital GP
• Funded health screening for over 50s
• 1 day per year to volunteer - Staff can support a local charity or do a sponsored event whilst being paid for it
• Access to our fully accessible company allotment - Where we grow our own produce for local charitable organisations
• Access to Prayer room and quiet spaces whilst working in the office
We also understand that not everyone is the same so offer several voluntary benefits that you can select outside the core package, these include;
• Dental Insurance
• Health and cancer screenings for you and your partner
• Discounted gym memberships
• Charitable giving
At Motability Operations, we believe in building a diverse workforce, where our people are empowered to attend work as their true selves, and we encourage people from all backgrounds to apply. We want to sustain a culture that nurtures, where employees are free to flourish and where they're rewarded equally, regardless of race, nationality or ethnic origin, sexual orientation, age, disability, or gender. We pride ourselves on being an inclusive employer and as such, all our offices provide first rate disability access. With our hybrid working environment, we do our best to accommodate part-time and flexible working requests where possible, building on our culture of trust, empowerment, and flexibility. Please note, Motability Operations reserves the right to bring forward the closing date of any of its job vacancies if we receive a suitable number of quality applications from which to make a shortlist. Therefore, we recommend that you apply as soon as possible rather than wait until the published closing date.