Customer Contact Manager

NHS Business Services Authority; Newcastle upon Tyne; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

The NHS Business Services Authority is seeking a Customer Contact Manager to lead strategic management of customer contact channels. This role focuses on enhancing customer experience, improving operational efficiency, and driving innovation in contact centre strategies, while offering a competitive salary and extensive benefits.

Benefits

27 days leave plus 8 bank holidays

Flexible working options

Hybrid working model

Career development opportunities

Excellent pension scheme

NHS Car lease scheme

Access to high street discounts

Qualifications

• Proven track record in contact centre management.
• Strong leadership skills and focus on continuous improvement.
• Ability to innovate and adapt to industry trends.

Responsibilities

• Develop and execute a customer contact strategy.
• Lead integration and optimisation of contact channels.
• Manage the Customer Contact budget and oversee projects.

Skills

Leadership

Customer Service

Data Analysis

Project Management

Education

Experience in contact centre management

Job description

We are seeking an experienced Customer Contact Manager to lead the strategic direction and management of all customer contact channels, including telephony, email, and emerging platforms. This key leadership role will ensure the seamless delivery of high-quality customer service, focusing on enhancing the customer experience, improving operational efficiency, and driving innovation in contact centre strategies.

What do we offer?

• 27 days leave (increasing with length of service) plus 8 bank holidays
• Flexible working (we are happy to discuss options such as compressed hours)
• Hybrid working model (we are currently working largely remotely)
• Career development
• Active wellbeing and inclusion networks
• Excellent pension
• NHS Car lease scheme
• Access to a wide range of benefits and high street discounts!

Main duties of the job

As the line manager for the Telephony Manager and other communication platforms, you will oversee the performance of customer contact systems, ensuring alignment with KPIs, organisational goals, and service level targets. You will develop and execute a comprehensive contact strategy, driving the integration and optimisation of communication tools and technologies.

You'll work closely with internal teams and vendors to ensure effective delivery of SLAs, manage the Customer Contact budget, and lead key projects to improve processes and technologies. Additionally, you'll drive performance maximisation through data analysis, report on KPIs, and provide strategic recommendations to senior management.

This role requires strong leadership skills, a focus on continuous improvement, and a commitment to developing your team. If you have a proven track record in contact centre management, a passion for customer service, and the ability to innovate and adapt to industry trends, we invite you to apply.

About Us

Here at the NHS Business Services Authority (NHSBSA), what we do matters.

We manage the NHS Pension scheme, process prescription payments and much more. Our services are used by NHS organisations, contractors and the public: we're proud to be part of something meaningful, that touches millions of lives.

We design our services around customer needs and place people at the heart of our organisation. That's why when you join us, you'll be empowered and supported to help your career grow.

As one of the UK's Best Big Companies to work for, we're connected to our values: Collaborative, Adventurous, Reliable and Energetic. We care about our people, our purpose, and your progress.

We strive to offer a fantastic colleague experience, where every colleague is heard, supported and respected. Wellbeing, diversity and inclusion is at the centre of this, and you can join our Lived Experience Networks who help us bring our authentic selves to work.

We're committed to being a flexible employer and we try to offer a working pattern that suits you where possible, through hybrid working, flexible hours and more.

Alongside a competitive salary with pay progression, we offer a people-centric benefits package, connecting you to the rewards and benefits you value most!

Ready to join us in delivering business service excellence to the NHS, helping people live longer, healthier lives? Apply today and see where the NHSBSA can take you.

We are people connected to care.

Job Description

In this role, you are accountable for

1. Developing and executing a customer contact strategy that improves customer experience and success across all communication platforms, driving innovation in routing and optimising customer journeys to enhance satisfaction and operational efficiency.

2. Leading the integration and optimisation of all contact channels (including telephony, email, and emerging platforms), ensuring that technology and processes evolve in line with business needs, customer feedback, and technological advancements. This includes regular review of systems and processes to maintain alignment with customer expectations and industry best practices.

3. Managing the implementation and ongoing management of all customer contact solutions, including the identification and rollout of new technologies and processes. You will oversee service requests and changes across the contact centre and back-office functions, ensuring consistency and optimal performance across all channels

4. Building strong relationships with internal and external suppliers to ensure the effective delivery of service-level agreements (SLAs). Regular contract reviews and performance meetings with third-party vendors will ensure all contact services meet agreed standards and improve over time.

5. Overseeing the management of the Customer Contact budget, working closely with the Resource, Planning, and MI teams to monitor costs, identify discrepancies, and manage highly complex communication with internal teams and stakeholders. Ensuring financial oversight while maintaining service levels will be a key priority.

6. Leading and managing contact-related projects, including the introduction of new technologies or process improvements. You will be the lead for all customer contact projects, working with NHSBSAs project teams to set up delivery teams, manage internal user acceptance testing (UAT), and ensure successful project delivery.

7. Overseeing incident investigation and resolution across all customer contact channels, ensuring timely and effective resolution of any issues while maintaining strong communication with the business during incidents.

8. Ensuring the effective implementation of customer satisfaction surveys across all contact channels, including the development of change management processes for feedback collection and analysis, to measure and improve customer service quality.

9. Driving performance maximisation through detailed analysis of highly complex data, balancing traffic across all channels, and presenting complex performance metrics to senior management. You will ensure that KPIs are consistently met and communicate achievements clearly.

10. Ownership of contact centre KPIs and operational standards, ensuring alignment with organisational goals. You will be responsible for weekly and monthly reporting on call response times, service request completion, and overall operational performance across all customer contact channels.

11. Providing strategic recommendations to senior management on improvements to customer contact processes, ensuring targets are met and services are delivered effectively across all channels.

12. Demonstrating exceptional stakeholder management, collaborating with cross-functional teams to ensure all aspects of customer contact services are delivered within defined time, quality, and cost criteria. You will work closely with leadership teams across the organisation to support operational goals.

13. Supporting the overall contact centre vision, ensuring alignment between all communication channels and supporting non-telephony related services, when required, to meet broader organisational objectives.

14. Setting clear, achievable individual and team objectives, conducting regular performance reviews, and leading the development of your team. You will ensure that all staff are supported to meet business objectives while also developing their skills and experience.

15. Developing and managing a customer contact team strategy to ensure that operational goals and objectives are met, driving continuous improvement and operational excellence across all contact channels.

16. Exemplifying leadership and management skills, influencing contact strategy and leading the delivery of business objectives, ensuring your team is motivated, engaged, and aligned with organisational goals.

17. Providing support and guidance for all customer contact teams through effective use of HR planning, absence management, health and safety policies, and other relevant procedures, fostering a supportive and compliant work environment.

18. Identifying personal development needs within your team and ensuring that all staff possess the necessary skills and competencies for success in their roles, providing ongoing coaching and development opportunities.

19. Managing and promoting the Career Pathways programme for customer contact teams, helping individuals develop their skills and progress through different roles to build a strong and capable workforce for the future.

20. Supporting the personal development of your teams, providing coaching and guidance on managerial issues while ensuring a supportive environment that empowers staff to reach their full potential.