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Fedcap Employment
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Customer Service Centre Delivery Manager

Reference: JUN20212436
Expiry date: 2021-06-21 00:00:00.000
Location: Middlesbrough
Salary: £40,000.00 - £45,000.00 Per Annum
Benefits: Pension, EAP, Enhanced annual leave allowance

Company

Fedcap Employment (part of The Fedcap Group) is a not-for-profit organisation delivering employability solutions across a range of UK contracts through a blend of local frontline professional teams. Our services are more vital than ever before to individuals and their wider communities as we tackle unemployment rates head on.

Delivery Programme

The Restart scheme gives individuals who have been out of work for at least 12 months enhanced support to find jobs in their local area. The programme is designed to break down any employability barriers that could be holding them back from finding work. Restart referrals will be made over a 3-year period and provides up to 12 months of tailored support for each participant. By working with employers, local government, and other partners we will deliver tailored support for individuals into gaining sustainable employment.

The Role

As a Delivery Manager you will be responsible for our Customer Success Centre and the overall customer experience by leading an engaged, motivated and customer focussed team within an energetic, fast-paced multichannel call centre environment.

Key Responsibilities

  • Establish, lead and grow a brand-new Customer Success Centre (CSC) that is focussed on delivering exceptional customer service to participants, employers, funding bodies or other organisations through multiple channels including voice, live chat, and e-mail.
  • Lead, motivate, develop and performance manage the CSC managers to continuously improve and increase their capability and deliver against quality, compliance, and performance targets.
  • Lead on and develop CSC systems and procedures, agreeing service level agreements (SLAs), quality metrics and performance targets to ensure that activity continually supports service delivery, evidencing our commitment to contractual and quality requirements.
  • Undertake the resourcing and recruitment of a dynamic team of individuals who are diligent and committed to helping people
  • Maintain accurate data management (adhering to data protection) and reporting systems, ensuring reports on all aspects of customer journey activity are generated so the business can understand contract performance.
  • Using data, management information and self-assessment activities, drive best practice and continually improve service delivery to maintain consistent, high levels of customer satisfaction.
  • Strategic relationship management with internal and external stakeholders to ensure services issues are identified and resolutions implemented.
  • Design, implement and maintain the customer satisfaction programme, encouraging customers to share their feedback on their experience of our service.
  • Embed our customer service standards and understand the full range of services we offer so that you can best ensure that all customers are provided with high-quality information, advice, and guidance.

Person Specification

Experience and Qualifications

Essential:

  • Ability to embrace our company values which are Kindness, Respect, Integrity, and Innovation!
  • Minimum 2 years' experience of/ability to coach and performance manage a team in a call centre/ target driven environment
  • A broad level of best practice CSC knowledge, approaches, and technologies so that the business can benefit from new market trends and developments
  • Experience in developing SLAs that enforce contract compliance and quality service delivery
  • Exceptional communication skills; a friendly, polite, and professional manner
  • The ability to multi-task and work in fast-paced environment.
  • Experience of process flow mapping and project management in a call centre environment
  • Knowledge and understanding of data protection and safeguarding legislation
  • Excellent digital skills, including use of video conferencing (zoom, Microsoft teams), social media platforms and online communication methods
  • Experience in general office administrative duties including the use of Microsoft office packages and CRM databases / software packages

Desirable:

  • Knowledge and experience of the employability sector and local labour market
  • Experience of process flow mapping and project management in a call centre environment
  • NVQ Level 5 in Management and Leadership or equivalent

 Key Competencies:   

  • Customer centric
  • Leadership
  • Rapport building
  • Adaptability
  • Results focused
  • Resilience
  • Quality & Compliance

Benefits

  • Holidays: 31 days’ holiday, inclusive of bank holidays in your first year of service, increasing to 35 days at 5 years and 38 days at 10 years’ service.
  • A two-week Induction and Training programme.
  • In-house Health and Wellbeing team.
  • Pension Scheme – contribution of 4% from Fedcap Employment.
  • Life Cover x 4 annual salary.
  • A generous sickness package inclusive of 13 weeks full sick pay 13 weeks half sick pay, following completion of a 6-month probationary period.
  • Enhanced Maternity and Paternity pay following completion of the probationary period.
  • Laptop and mobile phone to allow remote agile working.

Equality, Diversity, and Inclusion

Fedcap Employment is committed to applying equal opportunities at all stages of recruitment and selection, in line with its Equality, Diversity and Inclusion policy in addition to our duty under the Equality Act 2010 to have due regard to the need to eliminate discrimination; to advance equality of opportunity.

Fedcap Employment is a Disability Confident Leader employer and as such, any candidate with a disability will not be excluded unless the candidate is unable to perform a duty intrinsic to the role, having considered reasonable adjustments. Reasonable adjustments to the recruitment process will be made to ensure that no applicant is disadvantaged because of their disability.