JOB DESCRIPTION – Contact Centre Manager (National Careers Service)

ADVIZA PARTNERSHIP / GRADE/SALARY: F (to be job evaluated)
JOB TITLE: Contact Centre Manager / HOURS OF WORK: 37 Hours p.w.
LOCATION: TBC Bracknell/High Wycombe
REPORTS TO: Assistant Delivery Director (NCS) / DIRECT REPORTS: Careers Advisers; Opportunity Advisers; Trackers

Adviza is committed to safeguarding and promoting the welfare of all customers and

expects all staff and volunteers to share this commitment.

BACKGROUND
The Government expects the National Careers Service (NCS) to offer a range of options for delivering the service to customers – the requirement is for a digital by default service available when and how customers want to access it. As a result, our business model includes the provision of a contact centre which will handle incoming contacts (phone; web; email) – reactive; as well as outgoing contacts (phone; web; email; skype; livechat) to both deliver the service as well as track evidence for outcomes payments - proactive. The NCS contract is a payment by results arrangement and as such the contact centre has a crucial role to play in the contract’s achievement of outcomes.
JOB PURPOSE
·  To operationally lead the NCS contact centre, ensuring an efficient, effective and professional service is provided to customers, partners and stakeholders.
·  To implement strategies, processes and procedures within the contact centre to support delivery of excellent service to customers.
·  To ensure that contact centre staff meet the requirements of the NCS in the Thames Valley (Berkshire, Buckinghamshire, Oxfordshire, Swindon, Wiltshire and Gloucestershire) ensuring excellence in customer service.
·  To maximise the performance of the contact centre against defined volumes and performance targets through effective real time management.
MAIN DUTIES AND RESPONSIBILITIES /
Ø  Recruit, develop and motivate a team of contact centre staff to support the operation of an efficient contact centre.
Ø  Manage the development of and assist in the facilitation of the training programme for contact centre staff.
Ø  Provide input into the development of systems and processes to support an efficient and effective operation. Maintain operational procedures for all staff including staff rotas; tools and resources (eg telephone scripts).
Ø  Meet the requirements of the contract including volumes, targets, tracking, follow-up, evidence gathering and validation.
Ø  Work closely with the MI Manager to ensure synergies between the Cognisoft database, YETI and the work of the contact centre staff.
Ø  Implement and manage service standards for delivery. Ensure service delivery in the contact centre meets with the principles of the NCS and culture of Adviza.
Ø  Maintain an environment where staff are committed to high standards of customer service and seek to enhance the service.
Ø  Provide control over quality and quantity of contact centre activities through regular monitoring and measurement including adherence to service standards; volumes and targets – utilising resources in the most efficient manner.
Ø  Report on contact centre performance by preparing monthly reports on volumes, response times, capacity, call flow and targets achieved. Analyse reports to inform future staffing levels and forecasting.
Ø  Case manage on behalf of contact centre staff, difficult customer situations that have been escalated to them; ensuring the customer experience is positive.
Ø  Ensure that customer service delivery is continually improved in ways that meet the needs of the customer as well as partners/stakeholders.
Ø  Manage the operational budget for the contact centre.
Ø  Liaise with subcontractors throughout the region to ensure efficient use of the contact centre for target groups not covered by their contract (eg non priority customers in some geographies).
Ø  Comply with all aspects of equality and diversity for customers including referral to specialist agencies/services as required.
SCOPE OF JOB (Budgetary/Resource Control, Impact)
Number of FTE (Full Time Up to 6.5
Equivalents) employees
managed/supervised

JOB DESCRIPTION – Contact Centre Manager (National Careers Service)

ADVIZA PARTNERSHIP / GRADE/SALARY: F (to be job evaluated)
JOB TITLE: Contact Centre Manager / HOURS OF WORK: 37 Hours p.w.
LOCATION: TBC Bracknell/High Wycombe
REPORTS TO: Assistant Delivery Director (NCS) / DIRECT REPORTS: Careers Advisers; Opportunity Advisers; Trackers
KEY CRITERIA / ESSENTIAL / DESIRABLE /
QUALIFICATIONS, TRAINING AND EXPERIENCE / Significant leadership and supervisory experience; including staff resource planning.
Experience of developing and working with multi-disciplinary teams or groups.
Experienced in dealing with customers (young people and adults) in a customer service/support environment.
Experience of data analysis, report writing and presentations.
An understanding of Information, Advice & Guidance services. / Experience of contact/call centre management.
Educated to degree level or equivalent.
COMPETENCE SUMMARY
(Knowledge, skills and abilities.) / Ability to work under pressure and to strict deadlines/targets.
Ability to use IT, particularly manipulating data using Excel or similar software.
Ability to use and develop the possibilities that technology can provide to create a digital by default service.
Ability to maintain confidentiality of data.
Excellent organisational skills, including ability to prioritise work and meet agreed deadlines.
Ability to engage and work effectively with a range of subcontractors and stakeholders from voluntary, private and statutory sectors.
Excellent listening skills and a confident telephone manner.
Excellent inter-personnel, presentation and communication skills, both written and verbal, including report writing, negotiation, influencing networking skills.
Ability to think creatively and adopt innovative ways of working in order to be an effective agent of change. / Knowledge and understanding of project management including the ability to coordinate monitor and evaluate service delivery.
WORK RELATED PERSONAL QUALITIES / A confident self-starter.
A commitment to promote equality of opportunity
A professional approach and
able to work on own initiative and as part of a team.
A commitment to staff development and continued learning.
A ‘can do’ approach
A flexible working approach.
A commitment to safeguarding and promoting the welfare of young people and adults. / Someone who thrives on difficult and competing tasks and doesn’t get stressed.
SPECIAL FACTORS:
·  The post-holder may be required to work out of core hours to satisfy the needs of the service.
·  The post-holder may be required to travel within the Thames Valley area covered by the NCS contract.