Senior Multichannel Customer Contact Manager (Regulated)

Mercedes-Benz Group; Milton Keynes; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading automotive company in Milton Keynes is seeking a Customer Contact Centre Manager to lead a regulated multi-channel customer operation. The role involves ensuring compliance with FCA regulations, driving performance management, and leading strategic initiatives for continuous improvement. Ideal candidates will have experience in managing customer service operations, strong leadership skills, and a commitment to delivering exceptional customer experience. The position offers a competitive salary, comprehensive benefits, and opportunities for professional development.

Benefits

Competitive salary

Discretionary bonus

Pension scheme

Flexible benefits package

Qualifications

• Proven experience managing large, regulated customer service operations.
• Strong track record in embedding performance-management frameworks.
• Experience leading quality-assurance and conduct-risk monitoring programmes.
• Strategic thinker skilled in change management.
• Excellent interpersonal skills.

Responsibilities

• Lead and govern a regulated, multi-channel customer contact operation.
• Drive performance and mitigate risks to enhance customer experience.
• Manage departmental budgets and achieve monthly OPEX targets.
• Lead operational strategy implementation and continuous improvement.
• Build a high-performing, customer-centric team culture.

Skills

Regulatory compliance

Performance management

Change management

Leadership skills

Data analysis

Customer focus

Tools

CRM systems

Microsoft Office

Job description

A leading automotive company in Milton Keynes is seeking a Customer Contact Centre Manager to lead a regulated multi-channel customer operation. The role involves ensuring compliance with FCA regulations, driving performance management, and leading strategic initiatives for continuous improvement. Ideal candidates will have experience in managing customer service operations, strong leadership skills, and a commitment to delivering exceptional customer experience. The position offers a competitive salary, comprehensive benefits, and opportunities for professional development.