Contact Team Delivery Manager

This is a fantastic opportunity for a results-driven professional who thrives on delivering high-quality outcomes, leading teams, and driving continuous improvement. You will lead and manage all outbound appointment makers within the IMA Contact Team. You will ensure that appointments are booked effectively, maximising productivity while maintaining exceptional customer satisfaction. The role is pivotal in managing customer expectations, meeting service level agreements, and fulfilling commitments related to CMEX and RMEX. Here are just some of the daily activities...

• Overseeing the customer contact process, ensuring appointments are scheduled accurately and in line with business objectives.
• Managing team performance to meet internal and external targets, while ensuring compliance with established standards.
• Providing strong leadership, fostering a culture of skill development, and promoting team growth.
• Optimising processes to enhance both effectiveness and efficiency across the outbound contact function.
  
  An excellent communicator, with problem-solving, and data analysis abilities, as well as a proactive approach to handling service delivery changes in a fast-paced environment. Collaboration and a keen eye for improving efficiency are essential.
You will have previous experience managing teams and appointment processes, along with expertise in telephony systems such as SAP, Oracle, and Puzzel. You should be confident in analysing data to drive service improvements, managing performance, and working with multiple stakeholders to achieve business goals. Knowledge of smart metering, resource planning, and cost management while enhancing service delivery will also be highly valued.

Every day we work smarter, greener and use our imaginations. Our purpose at Clancy is simple - we make life better for everyone's growing families. We play a vital role in providing fresh drinking water and power to millions of homes and businesses and so much more. We are one of the biggest family owned construction businesses in the UK and we care about our people, our clients and the environment. What Next You apply, and we respond within two weeks (we know how annoying it is not to hear anything back)! If you don't receive feedback within that timescale, please don't be afraid to chase us - one of our values is to do what we say we will do!

In addition to helping you reach your career goals, a competitive salary, pension, healthcare and holiday allowance starting at 24-26 days per annum, we also offer perks including Clancy Xtras, our employee benefits programme with discounts for numerous well-known retailers such as Tesco, Sainsbury's, Currys PC World and Vue Cinemas, cycle to work scheme as well as an Employee Assistance Programme. Clancy is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all our employees. If you require any reasonable adjustments to be made for you to attend an interview, please do let us know and we will be happy to accommodate.