Customer Contact Leader — Strategy, Service & Change

Maritime and Coastguard Agency; Southampton; On-site; GBP 32,000 - 39,000; Full time

Benefits offered by this job

Civil Service pension 28.97%

Flexible working

Staff discount portal

Professional qualifications funded

Employee Assistance Program

Job summary

Maritime and Coastguard Agency in the United Kingdom is seeking a Customer Contact Manager to shape and lead customer service delivery within the agency. You will drive a customer-focused strategy, lead high-performing teams, and collaborate with senior leaders to improve performance and the overall customer experience.

You will manage 5 Customer Managers, monitor service standards, and drive continuous improvement across Seafarer Operations, with a strong emphasis on stakeholder engagement and

Qualifications

• Experience managing a contact centre and monitoring KPIs.
• Knowledge of process improvement, e.g., Lean Six Sigma.
• Strong stakeholder engagement with internal/external partners.

Responsibilities

• Direct line management of 5 Customer Managers and performance oversight.
• Report to Head of Customer Operations on risks, opportunities and performance.
• Maintain relationships with colleagues and stakeholders relevant to the team’s work.
• Measure Seafarer Operations Customer Service and drive continuous improvement.

Skills

Contact Centre management

KPI monitoring

Stakeholder engagement

Lean Six Sigma

Job description

Maritime and Coastguard Agency in the United Kingdom is seeking a Customer Contact Manager to shape and lead customer service delivery within the agency. You will drive a customer-focused strategy, lead high-performing teams, and collaborate with senior leaders to improve performance and the overall customer experience.

You will manage 5 Customer Managers, monitor service standards, and drive continuous improvement across Seafarer Operations, with a strong emphasis on stakeholder engagement and