Contact Centre Manager
Head of Contact Centre
Reports to: Head of Communication and Corporate Affairs
Location: Victoria Square House, Birmingham
Salary: c£50,000 per annum
About the Gambling Commission
Established under the Gambling Act 2005, the Gambling Commission (the Commission) provides a robust framework for regulation, licensing operations and policy. The Act’s key aim is to safeguard the public interest by keeping crime out of gambling, protecting children and vulnerable people, and ensuring that the gambling industry is run fairly and openly. The Commission achieves this through a licensing regime and has powers to enforce compliance with its licensing requirements and is a self-prosecuting agency for offences under the Act.
We also regulate the National Lottery under the National Lottery etc. Act 1993.
We have over 300 employees, mostly based in our offices in Birmingham, including around 40 home based colleagues working across England, Scotland and Wales.
We are an independent non-departmental public body. Our work is funded by fees set by the Department for Culture, Media and Sport and paid by the organisations and individuals we license and, in respect of National Lottery functions, by a grant from the National Lottery Distribution Fund.
Overview of the role
As Head of the Contact Centre within the Commission you will fulfil the roles of resource manager for a group of employees and workstream leader, leading primarily the Contact Centre workstreams along with other workstreams as necessary and as identified within the business plan. Through your team you will be responsible for driving delivery and performance keeping the voice of the customer in mind and will need to balance the sometimes conflicting pressures and resources of both development management and work stream management. You will be a role model for our values and behaviours, supporting our organisational culture and ways of working.
As a Resource Manager
As a resource manager you will be responsible for leading, motivating and driving the overall team’s aim and objectives, helping to nurture and foster an excellent team dynamic. You will have responsibility for managing resource and ensuring that all work undertaken by the workstream has been considered to a high standard, in a timely and cost effective way. You will be a role model for our values and behaviours, supporting our organisational culture and ways of working.
Ensure that all members of your team have in place a clear and agreed set of work related objectives and meaningful personal development plans to help them to achieve and excel in their roles. Provide regular and meaningful feedback to team members on performance, provide advice on approaches to pieces of work and presenting findings at a senior level and provide pastoral support.
Ensure the most efficient use of your own and others' time, forecasting need and negotiating resource with colleagues, as well as contributing information on resource and effort usage to relevant management information arrangements.
Review working practices to ensure that resource allocations are continuously optimised, and deliver continuous improvement.
Take responsibility for self-development and promote and contribute to the development of employees to perform with clear direction, accountability and responsibility.
As a workstream lead
Contribute to strategic planning, direction and leadership primarily of the Contact Centre workstreams (total 11 staff), responsible for delivery and performance within budget and resource constraints against challenging deadlines and quality standards
Lead and/or contribute to the design, development and implementation of systems, including IT systems, and review of processes to support the work of the contact centre and other workstreams across the Commission
Effectively manage change and implement the strategy and operational policies for the Contact Centre in line with the business plan, ensuring that training requirements to enable objectives to be met are provided and that change initiatives and projects are delivered to agreed specifications, to defined timescales and within budget working closely with colleagues and suppliers to ensure that any IT is fit for purpose
Identify and highlight any issues with regards to quality, in not only systems but output from the contact centre team and develop and implement improvements
Produce accurate workstream plans, resource plans, business plan reports to reflect progress of workstreams, highlight any risks and issues and mitigation plans and escalate as appropriate
Ensure resources are deployed effectively to meet performance and service delivery targets
Take responsibility for identifying, driving and supporting change and continuous improvement
Develop and maintain effective working relationships with other workstreams within the Commission to ensure a co-ordinated approach to regulation and early sight of future policy changes
Provide advice, guidance and support on complex contact queries to Commissioners, staff and stakeholders – often leading on and taking responsibility for high profile cases within delegated authority.
Demonstrable experience of stakeholder management at a senior level both internally and externally.
Ensure that MP enquiries and all complaints (including those made to the CEO) are dealt with to high standards and to deadlines, liaising with relevant parties to resolve issues and foster a “right first time” culture
Manage customers experience by understanding their needs, gathering information and data, identifying root causes and taking action to meet and surpass their expectations
Prepare, plan and manage the department budget to ensure that a quality and value for money service is provided in line with the strategic objectives
Ensure resource planning incorporates adequate numbers of trained and qualified staff who are available to meet workload.
Ensure the provision of the necessary training, motivation and recruitment to develop a team of employees capable of delivering exceptional service focusing on their problem solving, customer experience and communication skills.
Skills, knowledge and experience (and qualifications if required)
Proven ability to lead, plan and manage the delivery of workstreams to agreed outcomes, deadlines and budgets
Experience in developing and managing business process systems
A thorough understanding of resource planning & control including forecasting demand and trends.
Strong experience managing and developing staff to improve business performance and build staff potential and in effectively addressing performance, and other disciplinary issues
Passionate about the provision of the highest levels of Customer Service – used to being the voice of the customer.
Ability to demonstrate a full understanding of the process followed to understand and enhance the customer journey
Proven ability to engage and communicate whilst raising standards
Proven experience of managing and embedding change
Proven experience in a regulatory environment or similar with ability to make risk based decisions
Proven experience of strategic leadership – identifying underlying problems and their causes, developing solutions and initiating and supervising work to address them
Proven experience of developing, maintaining and making best use of effective stakeholder relationships, both internally and externally
Excellent information gathering and analytical skills
Strong written and oral communication skills at all levels.
Previous senior management experience within a customer service/complaints handling/contact centre environment is essential
Excellent analysis and problem-solving skills
Ability to embrace and drive change
Result oriented and driven by goal achievement with strong focus on high quality service performance
Ability to influence and persuade at all levels
Strong understanding of Customer Service principles
Knowledge of workforce management tools and contact centre telephony software an advantage)
Security clearance policy – security screening
As an independent regulator, and particularly given the information to which Commission employees have access, it is important that the people we employ operate to the highest standards of honesty and integrity. This role will therefore require security screening and vetting as part of the recruitment process.