BNP Paribas
We are looking to recruit a Call Centre Operations Manager.
Why work for us?
Cardif Pinnacle is a Top 5 UK Pet insurer with a clear ambition to be the leading Pet healthcare and insurance services partner in the UK. Over the last two years, through the success of our partnership strategy, which includes Sainsbury’s Bank, PDSA and Post Office, we’ve doubled the size of our business. We have strong growth plans through UK and European partnerships, our own brand EveryPaw, and a clear vision for the development of our customer and partner proposition.
Not only do we have big ambitions for continued growth and innovation, we also pride ourselves on being a great place to work. We get that not everyone works best confined to the four walls of the office, which is why we have embraced hybrid working. Our teams can come together to collaborate in the office when needed, but have the space and the freedom to work from home. We believe people should have the best of both worlds to foster creativity, autonomy and productivity. It helps support a good work-life balance, and it’s the way we want to be.
You should apply if….
You are looking for a thriving career in Customer Operations with an innovative and fast pace business.
You have:
- Substantial knowledge of managing a medium-size call centre and call quality processes including experience of using an ACD telephone system.
- Excellent people-management skills including the ability to develop others.
- World-class Customer Service skills
- Substantial experience of HR processes and handling staff situations
- Good decision making and problem solving skills
- Good communication skills, both written and verbal with excellent levels of tact and diplomacy.
- Self-motivated, self-managing, confident and organised.
It would also be great if you have:
- Experience of working in the Financial Services sector.
- Working knowledge of BSI 9001 Quality Standard.
- Good knowledge of MS Excel, Word and PowerPoint.
Want to know more about the role?..
This role has overall operational responsibility for the Customer Contact Centre and its staff, including recruitment, coaching and motivation. It is responsible for the daily running of the department, call answering and achieving service levels and targets. The role is also responsible for call quality achievement, and ensuring customers are looked after to a high standard. The role has two Team Leaders and one Trainer reporting in to it.
Key responsibilities:
- Leading, managing and motivating to ensure that the service standards and targets are met whilst team morale remains high.
- Ensuring that one to ones are completed on a regular basis and all performance feedback is given to staff.
- Staff development, proficiency solutions completion, mentoring and succession planning.
- Ensuring the department is staffed to meet call forecast requirements and that recruitment is of a high standard and timely.
- Ensuring customers are looked after to required standards and TCF issues raised as required.
- Attending and participating in Quality and Call Listening meetings
- Client launch, client liaison, overviews and visits to ensure complete client satisfaction in department functionality.
- Undertaking, controlling and delivering on ad-hoc projects.
Not only is it a great role in a dynamic team but it comes with the following amazing benefits….
- 24 days holiday per annum, rising to 30 days with service.
- You even get your Birthday off!
- Holiday buy and sell scheme
- 10% Non-contributory Pension Scheme + 2.5% matched by company
- 4 x death in service benefit
- Private medical cover
- Award winning range of flexible benefits including discounted Gym membership, RAC membership, retail discounts, Art Pass…..and so much more!
Primary Location
GB-ENG-Hertfordshire
Job Type
Standard / Permanent
Job
CUSTOMER RELATIONSHIP MANAGEMENT
Education Level
Not indicated
Experience Level
Not Indicated
Schedule
Full-time
To apply for this job please visit bnpparibasgt.taleo.net.