Job Title / Membership Contact Centre Manager
Reporting to / Director of Development
Direct Reports / Membership Administrators (x7)
Salary / Circa. £32,000 p.a.
Purpose of Role / Manage the contact centre to provide excellent customer service to all members, centres, employers and other stakeholders, supporting the team to drive membership retention and growth.
Key Areas of Responsibility /
- Manage and lead the contact centre team to support membership retention growth, employer and centre engagement objectives of the Development Directorate by:
- Monitoring of all incoming and outgoing communications to ensure excellent customer standards are maintained for all types of membership and customers.
- Maintaining a clear set of procedures for all contact centre activities
- Developing and delivering training for contact centre staff at all levels.
- Developing and implementing a programme of outbound calls to increase subscription collection, upgrades and collect customer feedback.
- Ensuring contact centre the maintenance of accurate and complete membership records
- Ensuring all membership applications, subscriptions and fees are processed in a timely way.
- Ensuring all enquiries are referred appropriately and responded to within agreed customer service standards.
- Set and monitor a clear set of KPI’s for all contact centre team.
- Provide regular reports on the performance of the contact centre for management team and committees.
- Work with membership support team to grow branches and centres.
- Work with the Membership and Development Managers to improve the membership experience and develop new products for CILEx.
- Work with the events co-ordinator to engage members and employers as required.
- Manage the customer complaints procedure including ongoing evaluation and analysis of feedback to drive continuous improvements.
- Overseeing administrative processes related to Pro Bono activities
Person Specification
Qualifications and Experience
Essential /
- Experience of leading, managing and motivating an operational team and their development
- Educated to Level2/GCSE Grade A – C standard or equivalent in English Language and Maths
- NVQ Level 3 or above in Customer Service
- Proven experience of managing a customer service function
- Prior experience of managing a budget.
- Proven experience of setting and monitoring KPI’s
Desirable /
- NVQ Level 3 or above in Business Administration
- Management qualification
- Experience of working within a membership organisation
Knowledge, Skills & Behaviours
- Has a high standard of technical knowledge and professional competence in customer service.
- Demonstrates a clear understanding of the organisation's priorities and how own remit supports the strategy.
- Excellent communication skills
- Competent keyboard accuracy
- IT Literate including word, excel, outlook and databases
- Excellent customer service skills
- Track record of prioritising work to meet challenging deadlines
- Strong numeracy skills.
- Highly developed people management skills.
- Is a role model of customer service excellence in both written and verbal communication.
- Is open to the benefits of change andencourages new ideas.
- Able to identify problems or alternative methods of working and encourages ideas for improvement.
- Takes responsibility for team delivery.
- Reviews work of others to ensure that it delivers to, and beyond, expectations.
- Consistently provides a prompt and accurate response.
- Able to generate interest and enthusiasm in others.
- Manages and resolves problems and requests effectively and sensitively.
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