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Call centre supervisor
Pension Contact Centre Manager

Pension Contact Centre Manager

IPS Group

Posted 3 days ago, valid for 7 days

Darlington, Durham DL3 9SD

Full Time

Retirement Plan

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Sonic Summary

The role of Pension Contact Centre Manager offers an exciting opportunity to lead a team handling live enquiries from scheme members while working in a hybrid model.
Candidates should have at least several years of experience in leading and supporting teams in a contact centre environment.
The position requires solid knowledge of UK occupational pension schemes and the ability to manage teams through change initiatives.
The salary is competitive and based on experience, complemented by a generous annual bonus plan and a comprehensive benefits package.
Additional perks include 28 days of annual leave, private medical insurance, and a focus on employee wellbeing.

About the roleThis is an exciting opportunity to join this major scheme team as a Pension Contact Centre Manager, working from home on a hybrid basis with travel to the office on one or two days per week. The Contact Centre are responsible for handling all live enquiries from scheme members (calls and email enquiries), processing any queries or requests where possible or referring issues to the relevant teams as and where required. Responsibilities As the Pension Contact Centre Manager you will be responsible for the teams who manage all new, live enquiries. Specific responsibilities will include:

Operational Oversight of the contact centre
Service Delivery
Resource and People Management
People Development and Continuous Development
Process Governance

About YouThe successful candidate will:

Have a demonstrable experience of leading, coaching and supporting teams in a contact centre environment.
Be adept at using MI and statistics and forecasting to ensure sufficient resource and effective handing of enqueries.
Possess solid UK occupational pension scheme knowledge.
Have experience of managing and motivated a team throughout change initiatives, supporting an ethos of continuous improvement.
Be somebody who can support, coach and mentor the current team in a collaborative manner.

What’s on offer?A competitive salary (depending on experience)

28 days annual leave plus bank holidays
Generous annual bonus plan
A Defined Benefit pension arrangement
Private Medical Insurance

Plus a market leading peripheral benefits package with a key focus on employee wellbeing.

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