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THE COMPANY This is an excellent opportunity to join this leading blue chip financial organisation in developing and improving their Customer experience strategy. Enjoying the mantle of market leaders in their chosen field they are continuously looking to deliver exceptional customer service. To be considered for this position candidates must recruit, lead, performance manage, develop and motivate a team of Customer Service Advisors to meet or exceed service levels, targets and objectives in line with Company procedures and all regulatory bodies. The successful candidate must demonstrate effective coaching and development to ensure that the team delivers excellent customer service at all times. THE ROLE * Manage team performance to deliver/exceed agreed SLA targets and key performance indicators in line with budgetary constraints to gain maximum value to the Company. * Maximise the contribution of your team to the achievement of required standards through effective performance management and incentive plans, ensuring timely action is taken, as and when required. * Utilise and analyse MI, interpreting trend analysis to drive performance, sharing best practice and knowledge with your direct team and peer team to continuously focus on improvement. * Work in partnership with peers to resolve training needs, recruitment and contact centre productivity * Evaluate and monitor individual conduct and performance to achieve/exceed agreed standards through coaching and continual Development plans * Operate a flexible approach to change, positively consult and communicate with the team and the wider operational functions to effectively implement and embed agreed change initiatives to deliver improved effectiveness and efficiency. KNOWLEDGE AND EXPERIENCE * Must have previous Customer Serivce management experience in leading a team to exceed expectations through coaching and training techniques * Experienced people manager who has lead a team through a high volume of change * Proven Leadership skills are a must, including the ability to drive, motivate and build a high performing and empowered team with a strong customer focus * Hands on experience of working within a customer service focused environment but also having a "e;sales through service"e; strength and possess the ability to up and cross sell * An appreciation of regulatory compliance and a knowledge of ACID systems desirable but not essential REMUNERATION AND PACKAGE DETAILS Competitive salary plus benefits package PROCESS and TIMEFRAMES To register your interest in this exciting opportunity please forward your current CV detailing existing remuneration package by email to-dave@callcentreassociates.co.uk candidates with suitable experience will be contacted shortly after.