Senior Team Manager - Contact Centre
We are recruiting for a Senior Team Manager to lead and develop our Contact Centre Team Managers and to drive operating efficiencies, manage controls & continually improving staff engagement.
- We currently turnover nearly £7billion per year - it may surprise you to know that we do this with a workforce of only c.750 people. This means that every one of us has a part to play and make a difference.
- Camelot changes lives for the better - not just for the many millionaire winners we create but with the £30 million a week we raise to thousands of good cause projects across the UK
- National-lottery.co.uk is one of the UK's top e-commerce sites - this is measured by web traffic and we have almost 9.5 million registered players.
- We also operate four of the UK's biggest FMCG brands including the iconic Lotto and EuroMillions.
How you'll make a difference
- Defining and leading the Customer Operations strategy to drive contact efficiencies. Delivering outstanding customer experience through voice, webchat, email.
- Providing clarity and direction on the role of contact channels, challenging what BAU looks like, proactive contribution to all areas of the business, sharing ideas and opportunities to drive required change.
- Effective leadership and development of the Team Managers, working on personal development within Team Manager group.
- Day-to-day operational management of the Contact Centre – including monitoring, quality, marketing campaigns, product launches
- Clear understanding of customer operations Gambling Commission targets across all channels, crisis management, recruitment to cover 365 days a year operation.
What we'll give you?
We look after our people. There's a competitive bonus and benefits scheme, 26 days of holiday goodness and a rather generous pension scheme. Thinking about your health? No probs - we'll give you full private medical cover and 50% off your annual gym membership. Finally, we keep it fun. We work with a smile on our faces with loads of social activities, team nights out and outdoor bonding events.