Contact Team Delivery Manager

We're looking for a Contact Team Delivery Manager to join our IMA OMC team based in Huntingdon.

Location: Huntingdon
Hours: 12 month Fixed Term Contract -  45 hours per week - some flexibility on hours available if desired, just let us know when you speak to us.

We are unable to offer certificates of sponsorship to any candidates in this role.

This is an exciting opportunity to join the IMA OMC management team, where you'll play a fundamental role in delivering outbound contact and appointment booking services. As Contact Team Delivery Manager, you'll lead the outbound appointment team, ensuring exceptional customer satisfaction and service levels across all metering activities. This role offers the chance to make a real impact on customer experience while developing and coaching a talented team in a dynamic, collaborative environment.

What will you be responsible for?

As a Contact Team Delivery Manager, you'll be working within the IMA OMC team, supporting them in delivering outstanding customer appointment services and achieving operational excellence. Your day to day will include:

• Overseeing all customer appointment activities and managing call rates to meet expectations and targets
• Leading and coaching the outbound appointment team to maximise efficiency and customer satisfaction
• Managing the implementation of new telephony initiatives and self-service processes
• Collaborating with Planning and Change teams to deliver the Smart Metering programme and other key projects
• Analysing data to drive improvements, achieve KPI targets, and support resource planning

What are we looking for?

This role of Contact Team Delivery Manager is great for you if:

• You have a degree or equivalent qualification and strong IT skills, particularly with SAP and Oracle systems
• You bring proven experience in service management and operational customer service environments
• You have demonstrable coaching skills and the ability to performance manage and motivate teams effectively
• You possess excellent communication skills and can think strategically to challenge and improve working practices
• You demonstrate strong analytical and problem-solving abilities with experience in short, medium, and long-term planning

Rewards and benefits

We're proud to be able to offer our brilliant people a wide variety of benefits that you can tailor to your needs. You can see more information of benefits here.

Diversity and inclusion

Making Kier a diverse and inclusive place to work is a huge priority for us. We're proud of the steps we've taken so far, but we know we must always do more. Our employees are key in shaping Kier's diversity and inclusion initiatives and our people have made a huge impact on how we work, by using their experiences to shape our policies. You can see our D&I action plan here.

As a Disability Confident employer, we will ensure that a fair and proportionate number of disabled applicants that meet the minimum criteria for this role will be offered an interview.

Due to the nature of this role, you will also be required to complete a Basic Disclosure and Barring Service Check (applicants with convictions will be treated on a case-by-case basis. We do not discriminate based on an applicant's conviction history or the details of any convictions disclosed to us). Some roles may also be subject to further pre-employment checks.

We look forward to seeing your application to #joinkier.