Contact Centre Manager in Peterborough

Over 175 years ago, our founder Thomas Cook began this company with a vision to ‘broaden the mind of others and break down the partition walls of prejudice.'

Once describing himself as ‘the willing and devoted servant of the travelling public,’ Thomas Cook was a true pioneer of the travel industry, opening up a world of new destinations and new travel experiences to everyone. By obtaining the best services and prices for his customers, he laid the foundations of the company that still bears his name today.

Thomas Cook is now one of the world’s leading leisure travel groups, supported by around 22,000 colleagues and operating from 15 countries.

Our vision today remains true to Thomas Cook’s ambitions - to be the world’s most loved holiday company.

Contact Centre Manager

Peterborough

Job purpose

An exciting opportunity to lead the Operations Teams, creating a culture that exceeds customer expectations through effective people management and leadership. To improve productivity and efficiency, ensuring that the team achieve their KPI’s and deliver cost reductions.  You will work closely with teams across the business as the voice of the customer to remove customer pain points, improve processes and implement strategic design for operational areas, in conjunction with the Contact Centre Transformation programme.

Key accountabilities and decision ownership:

The Contact centre Manager will create a high performing culture supporting Talent Management, with clear development and succession plans in place at all levels with focus on coaching,  feedback and Team engagement. Take ownership for the Team Mangers and support their on-going development. Other duties will include but not be limited to:

• Commercial and Risk Management - Highlight commercial risks and respond/react to commercial issues quickly. Working with the commercial team and challenge decisions made where necessary.  Proactively become the voice of the customer, to drive customer retention and reduce pre and post departure complaints.
• Liaise with the Contact Centre Operations Manager and assist in the development of the strategic plans for the Operational activity, implement and manage operational plans and effectively communicate plans to key stakeholders.
• Ownership of budgets and achievement of agreed targets, e.g. service levels, turnaround times, PCA’s, to deliver YOY efficiency gains, customer retention,  cost reductions and minimise losses through daily performance management
• Support Contact Centre Transformation programme by delivering Projects and leading  work streams, provide specific knowledge, recommendations and communicate to key and senior stakeholders.
• Responsible for identifying key stakeholders and managing effective on-going relationships across the business (e.g. Customer Experience, Product, Retail, HR, Finance).
• Leadership of all teams within Operations. Lead by example, effectively coaches direct reports in addition to day-to-day line management for teams, e.g. managing behaviours, absence, Lateness, compliance, performance and service
• Responsible for optimising the customer experience by proactively responding to customer feedback and driving improvements to processes and systems to enhance the overall service.
• Deputise for the Contact Centre Operations Manager when required and takes leadership for the whole Contact Centre when required by the business.

Skills and experience

Must have:

• Leadership, including communication and coaching
• Stakeholders management
• Commercial and Risk Management
• Strategic thinking
• Change Management

Preferred:

• Strong understanding of Products, service and processes
• Knowledge of the Travel Industry

Life at Thomas Cook is fast-paced and full of opportunities. We’re a leading international travel company that believes in empowering our people, so when you join us, you’ll be given the chance to create, learn and innovate. You’ll also be given the support and training you need to develop your career in the direction you choose.

As you might expect, our holiday benefits are something special. We’ll give you an allowance towards your holiday every year, depending on how long you’ve been with us.  There are also special last minute employee deals, which give you the opportunity to pick up a holiday at an outstanding price. Working for Thomas Cook, you can travel the world for less.

We also offer a flexible benefits package that gives you a range of options to ensure your benefits match your lifestyle.