Senior Contact Centre Manager Full Time

Location Cromwell Road, London

This is a Fixed Term Contract, Full Time vacancy that will close in 14 days at 23:59 BST.

The Role

We are looking for an experienced Senior Contact Centre Manager to deliver first class service to the public.

In this role, you will lead an established and skilled contact centre team. You are responsible for ensuring public enquiries are handled in a welcoming, proactive and efficient manner. You will set clear service standards and inspire high performance, to ensure an exceptional customer experience at all times.

You will be accountable for meeting key service levels and driving continuous improvement.

Through effective leadership and efficient working practices, you will embed a culture focused on quality, consistency and customer satisfaction.

Key Responsibilities Include

• Leading and motivating a high performing contact centre team
• Setting and maintaining customer service standards
• Monitoring performance against key service levels and KPIs
• Driving efficiency through effective processes and ways of working
• Promoting a culture of continuous improvement and service excellence

This is an excellent opportunity for a customer focused leader who is passionate about delivering outstanding public service and making a real impact.

The V&A

The V&A is the world’s leading museum of art and design, housing a permanent collection of over 2.8 million objects, books and archives that span over 5,000 years of human creativity. The museum holds many of the UK’s national collections and houses some of the greatest resources for the study of architecture, furniture, fashion, textiles, photography, sculpture, painting, jewellery, glass, ceramics, book arts, Asian art and design, theatre and performance.

Our Mission Is To Be Recognised As The World’s Leading Museum Of Art, Design And Performance, And To Enrich People’s Lives By Promoting Research, Knowledge And Enjoyment Of The Designed World To The Widest Possible Audience. We Strive To Make The V&A Matter To More People And In That Context We Work To The Following Six Strategic Objectives

• To create a world class visitor and learning experience across all V&A sites and collections.
• Focus and deepen the relevance of our collections to the UK creative and knowledge economy.
• Expand the V&A’s international reach, reputation and impact.
• To operate with financial and organisational initiative and efficiency.
• Showcase the best of digital design and deliver an outstanding digital experience.
• Diversify and increase private and commercial funding sources.

The Benefits

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Benefits

Generous pension scheme

29 days plus bank holidays

Flexible working

Tickets to V&A exhibitions

Subsidised staff canteen

25% discount in V&A shops

Give as you earn scheme

Bicycle loan

Interest-free season ticket

Interest-free rental deposit loan

Free safety checks and small repairs to your bike with Doctor Bike

Wide range of training and professional development opportunities

Employee Assistance Programme

Staff diversity networks

ED&I at The V&A

At The V&A, We Are Committed To Equality, Diversity And Inclusion (EDI) For All And Strive To Go Above And Beyond Public Duty Placed Upon Us By The Equality Act 2010. As Such, We Are Delighted To Share That We Are a Disability Confident Employer Level 2. The V&A Makes The Following Commitments To All Applications

• The Disability Confident Employer scheme offers guaranteed interviews – Interviewing applicants with a disability who successfully evidence the essential criteria on a person specification and consider them on their abilities;
• Providing an inclusive and accessible recruitment process.
• Making reasonable adjustments during the recruitment process so disabled job applicants have the best opportunity to demonstrate that they can do the job.
• Supporting employees and adjustments during employment.

In some circumstances, such as when we receive a high volume of applications that meet the minimum criteria, we may not be able to guarantee an interview under the scheme. In these cases, we will interview only the highest-scoring applicants, from both people with disabilities and people without a disability.

Job Descriptions are currently uploaded as PDF’s, if for any reason you require the documents in Word Format, please email careers@vam.ac.uk with your request.

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