Payroll Officer Wrightington Wigan & Leigh Teaching Hospitals NHS Foundation Trust The closing date is 29 April 2026 This is a key role that will work with and support payroll and pension colleagues in providing an accurate and quality payroll service to the Trust and clients. The role will assist the Payroll Team Leaders in the end-to-end monthly processes and procedures in accordance with policies and best practice. Assist in supporting managers to manage; ensuring they have access to the data required to successfully manage their team/s and provide support and guidance, when required. Please note: Applicants who have previously been advised that they do not meet the requirements for this position should not reapply unless they have since taken clear steps to strengthen their application. Reapplications must include evidence demonstrating how the essential criteria are now met. This vacancy may close early if enough suitable applications are received. We encourage interested candidates to apply promptly to avoid disappointment. Main duties of the job Provide an accurate and timely payroll service including the appointments/transfer of staff in the ESR payroll software system. With a high level of accuracy and attention to detail. Process manual calculations of pay, as required, including correct application of Income Tax, National Insurance, Pension contributions, Statutory Sick Pay, Statutory Maternity Pay, Adoption Leave, Parental Leave, Student Loans, Attachment Orders and other statutory/non statutory deductions and allowances. Work to strict deadlines and re-priorities workstreams when the need arises and in accordance with payroll procedures and Trust Standing Financial Instructions (SFI's). Support the development of service delivery throughout the organisation. Ensure that all adjustments to salaries are correctly approved prior to processing, in line with current policies and procedures. Deal sensitively, often in emotional circumstances regarding any queries relating to salary. Maintain knowledge and understanding of National and local terms and conditions i.e., Agenda for Change, Medical and Dental, Consultants, etc., escalating any areas requiring clarification as required, to support the accurate and timely payment of monthly salaries. Act in accordance with Trust policies and procedures, suggesting any improvements, as and when appropriate. Maintain confidential records, both paper and electronic, for all employees, including National Insurance, Income Tax, Pension, Attachment Orders, and other relevant data in accordance with both Trust and Statutory regulations. Resolve queries on all matters relating to pay and pensions, by telephone, in writing, by email and/or in person. Ensure information held in the payroll system is current, enabling other departments to provide statistical data. Maintain an effective working relationship within the team, across the organisation, and with internal and external stakeholders. About us Wrightington, Wigan and Leigh Teaching Hospitals NHS Foundation Trust are the proud providers of acute hospital and community services to the people of the Wigan Borough and surrounding areas. At WWL, we value our staff believing that 'happy staff, makes for happy patients'. We have a recognised track record in staff engagement and living our values. At WWL we value the benefits a rich and diverse workforce brings to our community and therefore welcome applications from all sections of society. Person Specification Qualifications 5 GCSE's grades A-C including Maths and English or equivalent experience (A/C) NVQ level 4, Certificate in Payroll Management, or equivalent level of experience (A/C) ECDL Public Sector Pensions Administration (QPSPA) qualification (A/C) CIPP Membership (A) Experience Income Tax (PAYE) calculations (A/I) Tax Codes (A/I) National Insurance calculations (A/I) Student Loans (A/I) Statutory Sick and Maternity Payments (A/I) Attachment Orders (A/I) Use of computer applications for reporting writing and complex queries (A/I) NHS Payroll (A/I) E-expense system/s (A/I) Electronic Staff Record (ESR), including Business Intelligence Reporting (A/I) Understanding of NHS Terms and Conditions of Service (A/I) Oracle systems (A/I) Pensions Online (POL) (A/I) Skills Complex manual calculation of gross and net salaries (A/I) High level of attention to detail (A/I) Produce and analyse reports (A/I) Customer service focussed (A/I) Prioritise own workload to ensure deadlines are achieved (A/I) Good communication (A/I) Maintain confidentiality and deal sensitively with information (A/I) Able to analyse, interpret, present, and communicate information to staff at all levels (A/I) Good time management (A/I) Ability to manage multiple tasks and change priorities at short notice (A/I) Work under pressure and ability to concentrate for long periods (A/I) Ability to handle difficult and emotional situations (A/I) Advanced IT e.g., Web ADI, Excel (A/I) Knowledge GDPR (A/I) Electronic Staff Record (ESR) (A/I) NHS Terms and Conditions of Service (A/I) Additional Able to work on own initiative (A/I) Effective team player (A/I) Diplomatic, empathetic and tactful (A/I) Flexible attitude to work (A/I) Ability to travel independently between sites when required (A/I) Electronic Staff Record (ESR) (A/I) Continuous improvement attitude (A/I) Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Employer name Wrightington Wigan & Leigh Teaching Hospitals NHS Foundation Trust £28,392 to £31,157 a year per annum, pro rata Contract Permanent Working pattern Full-time, Flexible working, Home or remote working
May 02, 2026
Full time
Payroll Officer Wrightington Wigan & Leigh Teaching Hospitals NHS Foundation Trust The closing date is 29 April 2026 This is a key role that will work with and support payroll and pension colleagues in providing an accurate and quality payroll service to the Trust and clients. The role will assist the Payroll Team Leaders in the end-to-end monthly processes and procedures in accordance with policies and best practice. Assist in supporting managers to manage; ensuring they have access to the data required to successfully manage their team/s and provide support and guidance, when required. Please note: Applicants who have previously been advised that they do not meet the requirements for this position should not reapply unless they have since taken clear steps to strengthen their application. Reapplications must include evidence demonstrating how the essential criteria are now met. This vacancy may close early if enough suitable applications are received. We encourage interested candidates to apply promptly to avoid disappointment. Main duties of the job Provide an accurate and timely payroll service including the appointments/transfer of staff in the ESR payroll software system. With a high level of accuracy and attention to detail. Process manual calculations of pay, as required, including correct application of Income Tax, National Insurance, Pension contributions, Statutory Sick Pay, Statutory Maternity Pay, Adoption Leave, Parental Leave, Student Loans, Attachment Orders and other statutory/non statutory deductions and allowances. Work to strict deadlines and re-priorities workstreams when the need arises and in accordance with payroll procedures and Trust Standing Financial Instructions (SFI's). Support the development of service delivery throughout the organisation. Ensure that all adjustments to salaries are correctly approved prior to processing, in line with current policies and procedures. Deal sensitively, often in emotional circumstances regarding any queries relating to salary. Maintain knowledge and understanding of National and local terms and conditions i.e., Agenda for Change, Medical and Dental, Consultants, etc., escalating any areas requiring clarification as required, to support the accurate and timely payment of monthly salaries. Act in accordance with Trust policies and procedures, suggesting any improvements, as and when appropriate. Maintain confidential records, both paper and electronic, for all employees, including National Insurance, Income Tax, Pension, Attachment Orders, and other relevant data in accordance with both Trust and Statutory regulations. Resolve queries on all matters relating to pay and pensions, by telephone, in writing, by email and/or in person. Ensure information held in the payroll system is current, enabling other departments to provide statistical data. Maintain an effective working relationship within the team, across the organisation, and with internal and external stakeholders. About us Wrightington, Wigan and Leigh Teaching Hospitals NHS Foundation Trust are the proud providers of acute hospital and community services to the people of the Wigan Borough and surrounding areas. At WWL, we value our staff believing that 'happy staff, makes for happy patients'. We have a recognised track record in staff engagement and living our values. At WWL we value the benefits a rich and diverse workforce brings to our community and therefore welcome applications from all sections of society. Person Specification Qualifications 5 GCSE's grades A-C including Maths and English or equivalent experience (A/C) NVQ level 4, Certificate in Payroll Management, or equivalent level of experience (A/C) ECDL Public Sector Pensions Administration (QPSPA) qualification (A/C) CIPP Membership (A) Experience Income Tax (PAYE) calculations (A/I) Tax Codes (A/I) National Insurance calculations (A/I) Student Loans (A/I) Statutory Sick and Maternity Payments (A/I) Attachment Orders (A/I) Use of computer applications for reporting writing and complex queries (A/I) NHS Payroll (A/I) E-expense system/s (A/I) Electronic Staff Record (ESR), including Business Intelligence Reporting (A/I) Understanding of NHS Terms and Conditions of Service (A/I) Oracle systems (A/I) Pensions Online (POL) (A/I) Skills Complex manual calculation of gross and net salaries (A/I) High level of attention to detail (A/I) Produce and analyse reports (A/I) Customer service focussed (A/I) Prioritise own workload to ensure deadlines are achieved (A/I) Good communication (A/I) Maintain confidentiality and deal sensitively with information (A/I) Able to analyse, interpret, present, and communicate information to staff at all levels (A/I) Good time management (A/I) Ability to manage multiple tasks and change priorities at short notice (A/I) Work under pressure and ability to concentrate for long periods (A/I) Ability to handle difficult and emotional situations (A/I) Advanced IT e.g., Web ADI, Excel (A/I) Knowledge GDPR (A/I) Electronic Staff Record (ESR) (A/I) NHS Terms and Conditions of Service (A/I) Additional Able to work on own initiative (A/I) Effective team player (A/I) Diplomatic, empathetic and tactful (A/I) Flexible attitude to work (A/I) Ability to travel independently between sites when required (A/I) Electronic Staff Record (ESR) (A/I) Continuous improvement attitude (A/I) Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Employer name Wrightington Wigan & Leigh Teaching Hospitals NHS Foundation Trust £28,392 to £31,157 a year per annum, pro rata Contract Permanent Working pattern Full-time, Flexible working, Home or remote working
In this role Salesforce isn't just a system - it's the backbone of how customers experience the business. As Salesforce Product Manager, you'll take full ownership of a platform that directly shapes customer journeys, internal efficiency, and overall service quality. You'll be the person connecting vision to delivery - defining the roadmap, aligning stakeholders, and making sure every improvement genuinely moves the needle. The role is based in Sheffield on a hybrid basis but remote working with occasional onsite presence will be considered for the right candidate. What's in it for you Up to £90,000 basic salary Hybrid working model 25 days holiday Company pension Wider benefits package Ongoing training and development The opportunity to shape and own a key customer platform What you'll be doing as Salesforce Product Manager Own and evolve the Salesforce Service Cloud product roadmap Work with stakeholders across customer service, operations and digital teams to understand priorities Translate business and user needs into clear features and delivery backlogs Define user stories, acceptance criteria and priorities to maximise customer value Collaborate with delivery teams and third-party partners to ensure high-quality outcomes Use data, insight and feedback to drive continuous platform improvement Maintain product documentation, release notes and adoption materials Support the rollout and adoption of new Salesforce functionality Coach and mentor Salesforce administrators and platform users What you'll bring to the team as Salesforce Product Manager Proven experience as a Product Manager or Product Owner Strong hands-on experience with Salesforce Service Cloud Experience working in customer-focused environments Ability to translate complex requirements into clear, prioritised outcomes Strong stakeholder engagement and communication skills A product-led, outcome-focused mindset Experience working with cross-functional teams and delivery partners To apply for this role as Salesforce Product Manager, please click apply online and upload an updated copy of your CV.Candidate Source Ltd is an advertising agency. Once you have submitted your application it will be passed to the third party Recruiter who is responsible for processing your application. This will include holding and sharing your personal data, our legal basis for this is legitimate interest subject to your declared interest in a job. Our privacy policy can be found on our website and we can be contacted to confirm who your application has been forwarded to.
May 02, 2026
Full time
In this role Salesforce isn't just a system - it's the backbone of how customers experience the business. As Salesforce Product Manager, you'll take full ownership of a platform that directly shapes customer journeys, internal efficiency, and overall service quality. You'll be the person connecting vision to delivery - defining the roadmap, aligning stakeholders, and making sure every improvement genuinely moves the needle. The role is based in Sheffield on a hybrid basis but remote working with occasional onsite presence will be considered for the right candidate. What's in it for you Up to £90,000 basic salary Hybrid working model 25 days holiday Company pension Wider benefits package Ongoing training and development The opportunity to shape and own a key customer platform What you'll be doing as Salesforce Product Manager Own and evolve the Salesforce Service Cloud product roadmap Work with stakeholders across customer service, operations and digital teams to understand priorities Translate business and user needs into clear features and delivery backlogs Define user stories, acceptance criteria and priorities to maximise customer value Collaborate with delivery teams and third-party partners to ensure high-quality outcomes Use data, insight and feedback to drive continuous platform improvement Maintain product documentation, release notes and adoption materials Support the rollout and adoption of new Salesforce functionality Coach and mentor Salesforce administrators and platform users What you'll bring to the team as Salesforce Product Manager Proven experience as a Product Manager or Product Owner Strong hands-on experience with Salesforce Service Cloud Experience working in customer-focused environments Ability to translate complex requirements into clear, prioritised outcomes Strong stakeholder engagement and communication skills A product-led, outcome-focused mindset Experience working with cross-functional teams and delivery partners To apply for this role as Salesforce Product Manager, please click apply online and upload an updated copy of your CV.Candidate Source Ltd is an advertising agency. Once you have submitted your application it will be passed to the third party Recruiter who is responsible for processing your application. This will include holding and sharing your personal data, our legal basis for this is legitimate interest subject to your declared interest in a job. Our privacy policy can be found on our website and we can be contacted to confirm who your application has been forwarded to.
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
May 02, 2026
Full time
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
Business Development Representative (BDR) / Sales Development Representative (SDR) Central London (Hybrid - 3 days office / 2 days remote) £35,000 base + uncapped commission (OTE £45,000+) + benefits Kickstart Your Sales Career in a Global Financial Subscription Business This is an exciting opportunity to join a leading financial data, news, and business intelligence provider , working with top-tier banks and investment firms across global markets. With a clear progression path into a Business Development Manager role within 6-12 months , this role is ideal for someone looking to build a long-term career in B2B sales. The Role As a BDR / SDR (Business Development Representative / Sales Development Representative , you'll play a key role in driving pipeline and revenue growth by identifying opportunities within existing accounts and generating new business. You'll work closely with international sales teams across EMEA, APAC, and the US, engaging senior stakeholders and building relationships within major financial institutions. Key responsibilities: Researching and mapping target accounts Generating qualified leads through outbound outreach Engaging decision-makers across financial services Supporting cross-sell and upsell opportunities Managing activity across phone, email, and LinkedIn Achieving and exceeding pipeline targets What's On Offer £35,000 base salary + uncapped commission (OTE £45,000+) Fast-track progression to Business Development Manager Hybrid working (Central London) Private healthcare, pension & life assurance 25 days holiday + bank holidays Ongoing training and structured career development Collaborative, high-performance team culture What We're Looking For 6-12 months+ experience in BDR/SDR or sales (or transferable roles like recruitment, estate agency, etc.) Proven track record of hitting targets Strong communication and relationship-building skills Commercial mindset with ambition to progress Interest in financial markets (Economics degree advantageous) Apply now or send your CV for more details. ABR Associates Ltd is acting as an Employment Agency in relation to this role. We specialise in placing candidates into permanent positions across Media, Digital, Technology/SaaS, Market Research, Events, and Business Information. Due to high application volumes, only shortlisted candidates will be contacted. If you have not heard from us within two weeks, please assume your application has been unsuccessful on this occasion.
May 02, 2026
Full time
Business Development Representative (BDR) / Sales Development Representative (SDR) Central London (Hybrid - 3 days office / 2 days remote) £35,000 base + uncapped commission (OTE £45,000+) + benefits Kickstart Your Sales Career in a Global Financial Subscription Business This is an exciting opportunity to join a leading financial data, news, and business intelligence provider , working with top-tier banks and investment firms across global markets. With a clear progression path into a Business Development Manager role within 6-12 months , this role is ideal for someone looking to build a long-term career in B2B sales. The Role As a BDR / SDR (Business Development Representative / Sales Development Representative , you'll play a key role in driving pipeline and revenue growth by identifying opportunities within existing accounts and generating new business. You'll work closely with international sales teams across EMEA, APAC, and the US, engaging senior stakeholders and building relationships within major financial institutions. Key responsibilities: Researching and mapping target accounts Generating qualified leads through outbound outreach Engaging decision-makers across financial services Supporting cross-sell and upsell opportunities Managing activity across phone, email, and LinkedIn Achieving and exceeding pipeline targets What's On Offer £35,000 base salary + uncapped commission (OTE £45,000+) Fast-track progression to Business Development Manager Hybrid working (Central London) Private healthcare, pension & life assurance 25 days holiday + bank holidays Ongoing training and structured career development Collaborative, high-performance team culture What We're Looking For 6-12 months+ experience in BDR/SDR or sales (or transferable roles like recruitment, estate agency, etc.) Proven track record of hitting targets Strong communication and relationship-building skills Commercial mindset with ambition to progress Interest in financial markets (Economics degree advantageous) Apply now or send your CV for more details. ABR Associates Ltd is acting as an Employment Agency in relation to this role. We specialise in placing candidates into permanent positions across Media, Digital, Technology/SaaS, Market Research, Events, and Business Information. Due to high application volumes, only shortlisted candidates will be contacted. If you have not heard from us within two weeks, please assume your application has been unsuccessful on this occasion.
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
May 02, 2026
Full time
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
Cyber Security Consultant (Cyber Incident Response Manager) - Inside IR35 - Remote with occasional travel to London or Gloucester - 3 Months initial contract with potential to extend. We're supporting a major, ZERO CARBON energy organisation at the forefront of building a secure and resilient energy future in the appointment of a Cyber Incident Response Manager. This is a high-impact role focused on evolving and optimising an already established cyber incident management capability. You'll take ownership of the strategy, maturity, and continuous improvement of the organisation's incident response and crisis management function-ensuring it is robust, scalable, and aligned to the threat landscape facing critical national infrastructure. This is not a purely operational role. It's about transformation, governance, and embedding best-in-class incident management practices across a complex enterprise environment. The Role - Sitting within the Enterprise IT function, you will lead the development and execution of the organisation's Cyber Incident Management strategy, ensuring readiness across the full incident lifecycle-from preparation and detection through to response, recovery, and lessons learned. You'll work across technical and non-technical teams, engaging senior stakeholders and external partners to ensure the organisation is fully prepared to respond to incidents ranging from routine events through to major crises impacting business continuity. Key Responsibilities- Strategy, Transformation & Governance - Define and deliver a multi-tier Cyber Incident Management strategy, aligned to enterprise risk and integrated with wider incident and crisis frameworks Drive the maturity and optimisation of the existing incident management function, identifying gaps and implementing improvements Own and maintain the Incident Management standards, policies, and processes within the ISMS, ensuring alignment with best practice and regulatory expectations Establish metrics, KPIs, and reporting to measure capability effectiveness and drive continuous improvement Manage budgets and resource planning to support capability development and ongoing optimisation Preparedness & Exercising - Ensure comprehensive incident response and crisis management plans are in place across all levels of the organisation Design and deliver a structured exercising programme (tabletop, simulation, red team scenarios) aligned to real-world threats in the energy sector Embed a culture of continuous learning, ensuring lessons learned are captured and translated into measurable improvements Crisis Management & Stakeholder Engagement - Develop executive-level communication strategies, including briefing packs and reporting frameworks for major incidents Act as a key point of coordination during high-severity incidents and crisis scenarios Build and maintain strong relationships with internal stakeholders and external partners Influence and engage senior leadership to ensure organisation-wide alignment and readiness What Good Looks Like - Proven experience in cyber incident response, crisis management, or incident management leadership roles Demonstrated success in transforming or maturing an incident management capability within a complex organisation Strong understanding of the incident management lifecycle, including preparation, detection, response, and post-incident improvement Experience operating within regulated or critical infrastructure environments (energy, utilities, government, etc.) is highly desirable Ability to translate complex technical incidents into clear, actionable insights for senior stakeholders Strong stakeholder management skills, with the ability to influence across technical and business teams Familiarity with frameworks such as ISO 27001, NIST, or similar Why Apply? Opportunity to shape and evolve cyber resilience within a critical national infrastructure environment High-visibility role with direct impact on enterprise-wide risk and operational continuity Strong focus on strategy, transformation, and continuous improvement, not just BAU operations Collaborative environment with access to senior leadership and key decision-makers
May 02, 2026
Contractor
Cyber Security Consultant (Cyber Incident Response Manager) - Inside IR35 - Remote with occasional travel to London or Gloucester - 3 Months initial contract with potential to extend. We're supporting a major, ZERO CARBON energy organisation at the forefront of building a secure and resilient energy future in the appointment of a Cyber Incident Response Manager. This is a high-impact role focused on evolving and optimising an already established cyber incident management capability. You'll take ownership of the strategy, maturity, and continuous improvement of the organisation's incident response and crisis management function-ensuring it is robust, scalable, and aligned to the threat landscape facing critical national infrastructure. This is not a purely operational role. It's about transformation, governance, and embedding best-in-class incident management practices across a complex enterprise environment. The Role - Sitting within the Enterprise IT function, you will lead the development and execution of the organisation's Cyber Incident Management strategy, ensuring readiness across the full incident lifecycle-from preparation and detection through to response, recovery, and lessons learned. You'll work across technical and non-technical teams, engaging senior stakeholders and external partners to ensure the organisation is fully prepared to respond to incidents ranging from routine events through to major crises impacting business continuity. Key Responsibilities- Strategy, Transformation & Governance - Define and deliver a multi-tier Cyber Incident Management strategy, aligned to enterprise risk and integrated with wider incident and crisis frameworks Drive the maturity and optimisation of the existing incident management function, identifying gaps and implementing improvements Own and maintain the Incident Management standards, policies, and processes within the ISMS, ensuring alignment with best practice and regulatory expectations Establish metrics, KPIs, and reporting to measure capability effectiveness and drive continuous improvement Manage budgets and resource planning to support capability development and ongoing optimisation Preparedness & Exercising - Ensure comprehensive incident response and crisis management plans are in place across all levels of the organisation Design and deliver a structured exercising programme (tabletop, simulation, red team scenarios) aligned to real-world threats in the energy sector Embed a culture of continuous learning, ensuring lessons learned are captured and translated into measurable improvements Crisis Management & Stakeholder Engagement - Develop executive-level communication strategies, including briefing packs and reporting frameworks for major incidents Act as a key point of coordination during high-severity incidents and crisis scenarios Build and maintain strong relationships with internal stakeholders and external partners Influence and engage senior leadership to ensure organisation-wide alignment and readiness What Good Looks Like - Proven experience in cyber incident response, crisis management, or incident management leadership roles Demonstrated success in transforming or maturing an incident management capability within a complex organisation Strong understanding of the incident management lifecycle, including preparation, detection, response, and post-incident improvement Experience operating within regulated or critical infrastructure environments (energy, utilities, government, etc.) is highly desirable Ability to translate complex technical incidents into clear, actionable insights for senior stakeholders Strong stakeholder management skills, with the ability to influence across technical and business teams Familiarity with frameworks such as ISO 27001, NIST, or similar Why Apply? Opportunity to shape and evolve cyber resilience within a critical national infrastructure environment High-visibility role with direct impact on enterprise-wide risk and operational continuity Strong focus on strategy, transformation, and continuous improvement, not just BAU operations Collaborative environment with access to senior leadership and key decision-makers
Join AdviserPlus and Help Transform the Future of HR At AdviserPlus , we empower organisations to unlock the full potential of their people through innovative HR solutions and cutting-edge technology. As a trusted partner to some of the UK s most well-known brands, we re on a mission to simplify HR and make it more impactful. We re now looking for a passionate and proactive Senior Customer Success Manager to join our growing team . If you have a strong background in SaaS customer success - ideally within the HR / ER / People Tech space - and thrive on building meaningful client relationships, driving value, and delivering outstanding customer experiences, we d love to hear from you . The Role at a Glance: Senior Customer Success Manager Remote Working 1 day in the Ellesmere Port, Cheshire office every 2 weeks mandatory £50,454 - £65,454 Plus Benefits Package Including Pension, Life Assurance, Employee Assistance Programme, Discounted Gym Memberships and More Hours: 37.5 hours per week with the ability to work flexible hours between 08:00-18:00, Monday - Friday Reporting to: Customer Success Director Company: Leading Provider on HR Tech, Consulting and Advice Clients Include: Currys, Wickes, Virgin Atlantic, Network Rail, BT Group, Sainsbury s, Post Office, Pret and More Your Background / Skills: HR Tech, Rec Tech, SaaS, Customer Success, Customer Support, Human Resources, Employee Relations, Account Management About us: We are the UK s leading provider of Award-Winning HR technology , consulting and advisory services. We help build a positive culture where people can give their best to drive business success. We do this by taking the complexity out of the HR experience, making it simple, easy to access and agile. By combining cloud technology, data insight and expert guidance, we help our clients empower their leaders, engage their people and drive efficiency. We re not just another tech company or consulting business pretending to understand HR. We do know HR; we live and breathe it. Our Tech: Our award-winning employee relations case management system, empower , is designed to transform how HR leaders and line managers manage people matters. Supported by HR experts and robust HR analytics, we simplify employee relations case management, enabling organisations to drive a positive culture, improve employee experiences, and empower HR leaders to drive an agile, thriving business. Empower is a SaaS cloud platform that enables managers to own 90% of people matters and delivers 8-digit Annual Recurring Revenue. This is what leading retailer Iceland has to say: It s so intuitive. It s built around how HR advice is actually provided. We re not fitting around the software; the software fits around us . The Senior Customer Success Manager Opportunity: As a Senior Customer Success Manager, you ll be the strategic partner to our clients by managing key accounts, supporting the Customer Success Director, and leading on initiatives focused on retention and renewals. You ll build long-term relationships, identify growth opportunities, and ensure strong commercial and contractual governance particularly in HR tech environments. Where you ll add value: • Customer Relationship Management You ll act as a trusted advisor and main point of contact for your clients, building long-term relationships that deliver ongoing value and satisfaction. • Leadership and Line Management You will line manage Customer Success Managers, providing regular 1:1s, performance reviews, and development support. • Revenue & Retention - You ll take ownership of renewal strategies to ensure strong customer retention, while also identifying upsell and cross-sell opportunities to drive account growth. • Internal Collaboration & Strategy - You ll collaborate closely with Sales, Product, Support, and Marketing teams to align efforts and deliver customer success. • Tools & Reporting - Using HubSpot and other tools, you ll maintain accurate records of customer interactions and leverage data to guide decisions. About you: • Proven experience in a Customer Success or account management role, ideally within a HR / ER technology or wider SaaS environment • Excellent communication, presentation, negotiation, and influencing skills • Proactive and customer-centric approach to relationship management • Strong organisational skills with the ability to manage multiple priorities • Commercially aware with strong product and industry knowledge • Ability to interpret data and derive actionable insights • Proficient in Microsoft Office applications (Word, Excel, PowerPoint) What s on Offer: • Life assurance • Pension • Holiday purchase scheme • Volunteering days • Long service awards • Contribution towards professional qualifications • Contribution towards membership fees • Employee assistance programme • Health cashback plan • And more . If you're excited by the opportunity to work at the intersection of technology and people, and you re ready to make a meaningful impact with a company that values innovation, collaboration and customer success - then we d love to hear from you. Apply today and be part of a team that s changing the way organisations support their people. Sounds like a good fit? Apply here for a fast-track path to our Leadership Team. Application notice We take your privacy seriously. As you might expect you may be contacted by email, text or telephone. Your data is processed by our talent partner RR (Recruitment Revolution) on the basis of their legitimate interests in fulfilling the recruitment process. Please refer to their Data Privacy Policy & Notice on their website for further details.
May 02, 2026
Full time
Join AdviserPlus and Help Transform the Future of HR At AdviserPlus , we empower organisations to unlock the full potential of their people through innovative HR solutions and cutting-edge technology. As a trusted partner to some of the UK s most well-known brands, we re on a mission to simplify HR and make it more impactful. We re now looking for a passionate and proactive Senior Customer Success Manager to join our growing team . If you have a strong background in SaaS customer success - ideally within the HR / ER / People Tech space - and thrive on building meaningful client relationships, driving value, and delivering outstanding customer experiences, we d love to hear from you . The Role at a Glance: Senior Customer Success Manager Remote Working 1 day in the Ellesmere Port, Cheshire office every 2 weeks mandatory £50,454 - £65,454 Plus Benefits Package Including Pension, Life Assurance, Employee Assistance Programme, Discounted Gym Memberships and More Hours: 37.5 hours per week with the ability to work flexible hours between 08:00-18:00, Monday - Friday Reporting to: Customer Success Director Company: Leading Provider on HR Tech, Consulting and Advice Clients Include: Currys, Wickes, Virgin Atlantic, Network Rail, BT Group, Sainsbury s, Post Office, Pret and More Your Background / Skills: HR Tech, Rec Tech, SaaS, Customer Success, Customer Support, Human Resources, Employee Relations, Account Management About us: We are the UK s leading provider of Award-Winning HR technology , consulting and advisory services. We help build a positive culture where people can give their best to drive business success. We do this by taking the complexity out of the HR experience, making it simple, easy to access and agile. By combining cloud technology, data insight and expert guidance, we help our clients empower their leaders, engage their people and drive efficiency. We re not just another tech company or consulting business pretending to understand HR. We do know HR; we live and breathe it. Our Tech: Our award-winning employee relations case management system, empower , is designed to transform how HR leaders and line managers manage people matters. Supported by HR experts and robust HR analytics, we simplify employee relations case management, enabling organisations to drive a positive culture, improve employee experiences, and empower HR leaders to drive an agile, thriving business. Empower is a SaaS cloud platform that enables managers to own 90% of people matters and delivers 8-digit Annual Recurring Revenue. This is what leading retailer Iceland has to say: It s so intuitive. It s built around how HR advice is actually provided. We re not fitting around the software; the software fits around us . The Senior Customer Success Manager Opportunity: As a Senior Customer Success Manager, you ll be the strategic partner to our clients by managing key accounts, supporting the Customer Success Director, and leading on initiatives focused on retention and renewals. You ll build long-term relationships, identify growth opportunities, and ensure strong commercial and contractual governance particularly in HR tech environments. Where you ll add value: • Customer Relationship Management You ll act as a trusted advisor and main point of contact for your clients, building long-term relationships that deliver ongoing value and satisfaction. • Leadership and Line Management You will line manage Customer Success Managers, providing regular 1:1s, performance reviews, and development support. • Revenue & Retention - You ll take ownership of renewal strategies to ensure strong customer retention, while also identifying upsell and cross-sell opportunities to drive account growth. • Internal Collaboration & Strategy - You ll collaborate closely with Sales, Product, Support, and Marketing teams to align efforts and deliver customer success. • Tools & Reporting - Using HubSpot and other tools, you ll maintain accurate records of customer interactions and leverage data to guide decisions. About you: • Proven experience in a Customer Success or account management role, ideally within a HR / ER technology or wider SaaS environment • Excellent communication, presentation, negotiation, and influencing skills • Proactive and customer-centric approach to relationship management • Strong organisational skills with the ability to manage multiple priorities • Commercially aware with strong product and industry knowledge • Ability to interpret data and derive actionable insights • Proficient in Microsoft Office applications (Word, Excel, PowerPoint) What s on Offer: • Life assurance • Pension • Holiday purchase scheme • Volunteering days • Long service awards • Contribution towards professional qualifications • Contribution towards membership fees • Employee assistance programme • Health cashback plan • And more . If you're excited by the opportunity to work at the intersection of technology and people, and you re ready to make a meaningful impact with a company that values innovation, collaboration and customer success - then we d love to hear from you. Apply today and be part of a team that s changing the way organisations support their people. Sounds like a good fit? Apply here for a fast-track path to our Leadership Team. Application notice We take your privacy seriously. As you might expect you may be contacted by email, text or telephone. Your data is processed by our talent partner RR (Recruitment Revolution) on the basis of their legitimate interests in fulfilling the recruitment process. Please refer to their Data Privacy Policy & Notice on their website for further details.
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
May 02, 2026
Full time
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
May 02, 2026
Full time
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
AV Business Development Manager Covering UK - Ideally based local to London or North West England £40,000 £55,000 basic + Uncapped commission The Role: The AV Business Development Manager will take on new business focused role with the aim of bringing in new business opportunities for LED and AV solution sales with clients across commercial sectors including retail and hospitality. Key Responsibilities: Proactively hunt for new business opportunities. To create innovative methods to generate new sales pipeline via your own network, cold calling, email outreach and social media. Pitch and sell AV solutions with a strong focus on LED a digital signage systems. Attend client meetings and site visits across the UK Assist the technical team in converting the client s vision into implementable designs. Running client meetings, site visits and solution-led proposals. Working alongside presales and design teams to build viable AV solutions to meet client requirements. Put together and present quotations to clients. Closing deals and handing over to delivery teams. Requirements: 3+ years B2B sales experience within AV or LED / digital signage Proven track record of hitting / exceeding targets Strong new business mindset (must be comfortable targeting and winning new clients from initial cold outreach.) Full UK Driving License Right to work within the UK Package £40K £55K basic salary DOE Commission scheme OTE (£10K - £20K) Car allowance Flexible working / Remote work Paid mileage expenses 25 days holiday + bank holidays Laptop, phone Pension Interested? Click apply or contact Jake Voisey on the details provided SER-IN
May 02, 2026
Full time
AV Business Development Manager Covering UK - Ideally based local to London or North West England £40,000 £55,000 basic + Uncapped commission The Role: The AV Business Development Manager will take on new business focused role with the aim of bringing in new business opportunities for LED and AV solution sales with clients across commercial sectors including retail and hospitality. Key Responsibilities: Proactively hunt for new business opportunities. To create innovative methods to generate new sales pipeline via your own network, cold calling, email outreach and social media. Pitch and sell AV solutions with a strong focus on LED a digital signage systems. Attend client meetings and site visits across the UK Assist the technical team in converting the client s vision into implementable designs. Running client meetings, site visits and solution-led proposals. Working alongside presales and design teams to build viable AV solutions to meet client requirements. Put together and present quotations to clients. Closing deals and handing over to delivery teams. Requirements: 3+ years B2B sales experience within AV or LED / digital signage Proven track record of hitting / exceeding targets Strong new business mindset (must be comfortable targeting and winning new clients from initial cold outreach.) Full UK Driving License Right to work within the UK Package £40K £55K basic salary DOE Commission scheme OTE (£10K - £20K) Car allowance Flexible working / Remote work Paid mileage expenses 25 days holiday + bank holidays Laptop, phone Pension Interested? Click apply or contact Jake Voisey on the details provided SER-IN
Enterprise Inside Sales Manager Join a new UK team to support TP to develop opportunities with enterprise-level B2B targets L ocation: Remote or Hybrid (Flexible) Department: Business Development Reports to: Director of Market Engagement Hours: Full time (37.5 hours per week) Role Overview With a focus on building a rich pipeline of opportunities, the Enterprise Inside Sales Manager leverages various channels such as calls, emails, LinkedIn, and other prospecting tools to identify and engage potential clients for TP. Previous experience in sourcing and developing Enterprise-scale deals is essential for this role. The Enterprise Inside Sales Manager is responsible for conducting in-depth research to target ideal customer profiles, crafting personalised outreach messages, and prequalifying leads by understanding their needs and pain points. By nurturing relationships and coordinating initial meetings, the Enterprise Inside Sales Manager plays a critical role in driving the early stages of the sales process and ensuring a seamless handoff to the account executives. This new role will be critical in helping TP expand its client base and achieve revenue targets. Role Outline & Responsibilities Prospecting and Lead Generation Research and identify target companies and decision-makers clients across target sectors, including Banking, Insurance, Retail, Automotive, Travel, Logistics, Telco, Media, Retail, and FMCG. Build and maintain a list of potential leads using tools like LinkedIn, sales prospecting platforms (e.g., Sales Navigator, ZoomInfo), and CRM databases. Qualify leads to ensure they align with the company's target audience and needs. Outreach Initiate contact with potential clients through calls, emails, and LinkedIn messages to uncover their business needs and challenges. Manages virtually (by phone, e-mail, or social media) a set of assigned or acquired accounts (suspects; not in sales engagement nor current clients) to spur interest and create a lead opportunity. Craft personalised and compelling outreach messages tailored to each prospect's industry, role, and potential pain points. Effectively communicate Teleperformance's value proposition, highlighting key solutions tailored to prospects organisation's business challenges and requirements. Follow-Up and Nurturing Follow up consistently with leads who don't respond initially, utilising multi-channel communication strategies. Nurture prospects by providing relevant resources (e.g., case studies, whitepapers) to build interest. Appointment Setting Schedule discovery calls or meetings between the prospect and the sales team. Confirm meeting details, including timing and agenda, while ensuring prospects are adequately briefed. Data Management Keep the CRM (e.g., Salesforce, HubSpot) updated with lead information, outreach activities, and interactions. Track and report key metrics such as response rates, conversion rates, and meetings scheduled. Market and Industry Research Stay informed about industry trends, competitor offerings, and market changes to tailor outreach effectively, working with the Marketing team to identify new sales opportunities and potential market segments. Understand the prospect's business challenges and goals to position the company's solution effectively. Stay updated on industry trends and competitor activities to better position Teleperformance's offerings. Collaboration Work closely with account executives and the broader sales team to align on strategies and handoff of qualified leads. Provide actionable insights from prospect interactions to inform sales strategies. Continuous Improvement Analyse the effectiveness of outreach campaigns and refine approaches based on performance metrics. Continuously improve communication, objection-handling, and personalization skills through training and self-learning. Key Requirements Previous experience in sourcing and developing Enterprise-scale deals is essential for this role. Degree in Business, Sales, or a related field (preferred but not essential). 1-2 years of experience in B2BSales, Business Development, or a similar client-facing role, with a focus on prospecting and lead generation. Experience in BPO, CX management, or a related field is a strong advantage. Strong communication and interpersonal skills with a persuasive and professional demeanour. Proven ability to generate, qualify, and progress leads within a sales framework. Experience with CRM tools (e.g., Salesforce, HubSpot) and sales prospecting platforms (e.g., Sales Navigator, ZoomInfo). Goal-oriented, with a proven ability to meet or exceed sales targets. Ability to execute structured outreach campaigns with a limited amount
May 02, 2026
Full time
Enterprise Inside Sales Manager Join a new UK team to support TP to develop opportunities with enterprise-level B2B targets L ocation: Remote or Hybrid (Flexible) Department: Business Development Reports to: Director of Market Engagement Hours: Full time (37.5 hours per week) Role Overview With a focus on building a rich pipeline of opportunities, the Enterprise Inside Sales Manager leverages various channels such as calls, emails, LinkedIn, and other prospecting tools to identify and engage potential clients for TP. Previous experience in sourcing and developing Enterprise-scale deals is essential for this role. The Enterprise Inside Sales Manager is responsible for conducting in-depth research to target ideal customer profiles, crafting personalised outreach messages, and prequalifying leads by understanding their needs and pain points. By nurturing relationships and coordinating initial meetings, the Enterprise Inside Sales Manager plays a critical role in driving the early stages of the sales process and ensuring a seamless handoff to the account executives. This new role will be critical in helping TP expand its client base and achieve revenue targets. Role Outline & Responsibilities Prospecting and Lead Generation Research and identify target companies and decision-makers clients across target sectors, including Banking, Insurance, Retail, Automotive, Travel, Logistics, Telco, Media, Retail, and FMCG. Build and maintain a list of potential leads using tools like LinkedIn, sales prospecting platforms (e.g., Sales Navigator, ZoomInfo), and CRM databases. Qualify leads to ensure they align with the company's target audience and needs. Outreach Initiate contact with potential clients through calls, emails, and LinkedIn messages to uncover their business needs and challenges. Manages virtually (by phone, e-mail, or social media) a set of assigned or acquired accounts (suspects; not in sales engagement nor current clients) to spur interest and create a lead opportunity. Craft personalised and compelling outreach messages tailored to each prospect's industry, role, and potential pain points. Effectively communicate Teleperformance's value proposition, highlighting key solutions tailored to prospects organisation's business challenges and requirements. Follow-Up and Nurturing Follow up consistently with leads who don't respond initially, utilising multi-channel communication strategies. Nurture prospects by providing relevant resources (e.g., case studies, whitepapers) to build interest. Appointment Setting Schedule discovery calls or meetings between the prospect and the sales team. Confirm meeting details, including timing and agenda, while ensuring prospects are adequately briefed. Data Management Keep the CRM (e.g., Salesforce, HubSpot) updated with lead information, outreach activities, and interactions. Track and report key metrics such as response rates, conversion rates, and meetings scheduled. Market and Industry Research Stay informed about industry trends, competitor offerings, and market changes to tailor outreach effectively, working with the Marketing team to identify new sales opportunities and potential market segments. Understand the prospect's business challenges and goals to position the company's solution effectively. Stay updated on industry trends and competitor activities to better position Teleperformance's offerings. Collaboration Work closely with account executives and the broader sales team to align on strategies and handoff of qualified leads. Provide actionable insights from prospect interactions to inform sales strategies. Continuous Improvement Analyse the effectiveness of outreach campaigns and refine approaches based on performance metrics. Continuously improve communication, objection-handling, and personalization skills through training and self-learning. Key Requirements Previous experience in sourcing and developing Enterprise-scale deals is essential for this role. Degree in Business, Sales, or a related field (preferred but not essential). 1-2 years of experience in B2BSales, Business Development, or a similar client-facing role, with a focus on prospecting and lead generation. Experience in BPO, CX management, or a related field is a strong advantage. Strong communication and interpersonal skills with a persuasive and professional demeanour. Proven ability to generate, qualify, and progress leads within a sales framework. Experience with CRM tools (e.g., Salesforce, HubSpot) and sales prospecting platforms (e.g., Sales Navigator, ZoomInfo). Goal-oriented, with a proven ability to meet or exceed sales targets. Ability to execute structured outreach campaigns with a limited amount
HR Consultant 12-Month Contract 25 per hour Hybrid - 2-3 days per week in the Whitley office, Coventry The Opportunity My client is seeking an experienced HR Consultant to join a dynamic HR Direct Contact Centre team on a 12-month contract . This is a hybrid role, combining remote working with 2-3 days per week on site at the Whitley office . As the first point of contact for employees and managers, you'll play a critical role in delivering accurate, timely, and employee-focused HR guidance across a wide range of people-related queries. If you enjoy fast-paced environments, problem-solving, and making a direct impact on employee experience, this role offers the perfect platform. The Role Working within the HR Direct Contact Centre, you will manage and resolve HR queries covering areas such as recruitment, performance, reward, absence, and employee relations. Queries are received via email, portal, and virtual assistant, with outbound calls made where deeper discussion is required. You'll also support daily operational activity, including absence reporting and managing inbox queries, ensuring all interactions meet agreed service levels and quality standards. Key Responsibilities Act as the first point of contact for UK-based employees and managers on HR policies and procedures Diagnose queries effectively, identify relevant policies, and guide employees and managers on correct application Coach managers using sound employment law knowledge to ensure consistent and compliant decision-making Manage HR cases through to resolution within service level agreements Respond to enquiries via email, portal, virtual assistant, and outbound calls where required Build rapport and trust to fully understand and resolve employee issues Maintain strong working relationships across the wider HR community and business Support operational delivery of transactional and administrative HR processes Contribute to the development, maintenance, and deployment of HR policies Pull and manage absence reporting and oversee non-employee query inboxes Work collaboratively within the HR Direct team to deliver a high-quality service Knowledge, Skills & Experience Essential Proven experience in an HR advisory or employee relations role Strong generalist HR knowledge, including disciplinary, grievance, absence, and performance management Good working knowledge of UK employment law Excellent written and verbal communication skills Degree-qualified or equivalent practical HR experience Strong IT skills, particularly Microsoft Word, PowerPoint, and Excel Desirable Experience working in a high-volume HR Contact Centre Stakeholder management and process improvement experience Project management experience (planning, risk management, delivery) Experience using HR systems such as SAP and SuccessFactors Familiarity with ticketing systems (e.g. Cloud for Service) Experience managing chat or virtual assistant escalations About You Results-driven and resilient, with the ability to perform under pressure A natural problem-solver with a pragmatic, solutions-focused mindset Confident communicating complex information clearly and empathetically Organised, proactive, and capable of balancing short-term priorities with long-term thinking A collaborative team player who builds credibility and trust quickly If you're an HR professional who thrives in a fast-moving, employee-focused environment and enjoys delivering high-quality advisory support, this contract role offers an excellent opportunity to make a real impact.
May 02, 2026
Contractor
HR Consultant 12-Month Contract 25 per hour Hybrid - 2-3 days per week in the Whitley office, Coventry The Opportunity My client is seeking an experienced HR Consultant to join a dynamic HR Direct Contact Centre team on a 12-month contract . This is a hybrid role, combining remote working with 2-3 days per week on site at the Whitley office . As the first point of contact for employees and managers, you'll play a critical role in delivering accurate, timely, and employee-focused HR guidance across a wide range of people-related queries. If you enjoy fast-paced environments, problem-solving, and making a direct impact on employee experience, this role offers the perfect platform. The Role Working within the HR Direct Contact Centre, you will manage and resolve HR queries covering areas such as recruitment, performance, reward, absence, and employee relations. Queries are received via email, portal, and virtual assistant, with outbound calls made where deeper discussion is required. You'll also support daily operational activity, including absence reporting and managing inbox queries, ensuring all interactions meet agreed service levels and quality standards. Key Responsibilities Act as the first point of contact for UK-based employees and managers on HR policies and procedures Diagnose queries effectively, identify relevant policies, and guide employees and managers on correct application Coach managers using sound employment law knowledge to ensure consistent and compliant decision-making Manage HR cases through to resolution within service level agreements Respond to enquiries via email, portal, virtual assistant, and outbound calls where required Build rapport and trust to fully understand and resolve employee issues Maintain strong working relationships across the wider HR community and business Support operational delivery of transactional and administrative HR processes Contribute to the development, maintenance, and deployment of HR policies Pull and manage absence reporting and oversee non-employee query inboxes Work collaboratively within the HR Direct team to deliver a high-quality service Knowledge, Skills & Experience Essential Proven experience in an HR advisory or employee relations role Strong generalist HR knowledge, including disciplinary, grievance, absence, and performance management Good working knowledge of UK employment law Excellent written and verbal communication skills Degree-qualified or equivalent practical HR experience Strong IT skills, particularly Microsoft Word, PowerPoint, and Excel Desirable Experience working in a high-volume HR Contact Centre Stakeholder management and process improvement experience Project management experience (planning, risk management, delivery) Experience using HR systems such as SAP and SuccessFactors Familiarity with ticketing systems (e.g. Cloud for Service) Experience managing chat or virtual assistant escalations About You Results-driven and resilient, with the ability to perform under pressure A natural problem-solver with a pragmatic, solutions-focused mindset Confident communicating complex information clearly and empathetically Organised, proactive, and capable of balancing short-term priorities with long-term thinking A collaborative team player who builds credibility and trust quickly If you're an HR professional who thrives in a fast-moving, employee-focused environment and enjoys delivering high-quality advisory support, this contract role offers an excellent opportunity to make a real impact.
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
May 01, 2026
Full time
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
May 01, 2026
Full time
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
May 01, 2026
Full time
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
May 01, 2026
Full time
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
Enterprise Inside Sales Manager Join a new UK team to support TP to develop opportunities with enterprise-level B2B targets L ocation: Remote or Hybrid (Flexible) Department: Business Development Reports to: Director of Market Engagement Hours: Full time (37.5 hours per week) Role Overview With a focus on building a rich pipeline of opportunities, the Enterprise Inside Sales Manager leverages various channels such as calls, emails, LinkedIn, and other prospecting tools to identify and engage potential clients for TP. Previous experience in sourcing and developing Enterprise-scale deals is essential for this role. The Enterprise Inside Sales Manager is responsible for conducting in-depth research to target ideal customer profiles, crafting personalised outreach messages, and prequalifying leads by understanding their needs and pain points. By nurturing relationships and coordinating initial meetings, the Enterprise Inside Sales Manager plays a critical role in driving the early stages of the sales process and ensuring a seamless handoff to the account executives. This new role will be critical in helping TP expand its client base and achieve revenue targets. Role Outline & Responsibilities Prospecting and Lead Generation Research and identify target companies and decision-makers clients across target sectors, including Banking, Insurance, Retail, Automotive, Travel, Logistics, Telco, Media, Retail, and FMCG. Build and maintain a list of potential leads using tools like LinkedIn, sales prospecting platforms (e.g., Sales Navigator, ZoomInfo), and CRM databases. Qualify leads to ensure they align with the company's target audience and needs. Outreach Initiate contact with potential clients through calls, emails, and LinkedIn messages to uncover their business needs and challenges. Manages virtually (by phone, e-mail, or social media) a set of assigned or acquired accounts (suspects; not in sales engagement nor current clients) to spur interest and create a lead opportunity. Craft personalised and compelling outreach messages tailored to each prospect's industry, role, and potential pain points. Effectively communicate Teleperformance's value proposition, highlighting key solutions tailored to prospects organisation's business challenges and requirements. Follow-Up and Nurturing Follow up consistently with leads who don't respond initially, utilising multi-channel communication strategies. Nurture prospects by providing relevant resources (e.g., case studies, whitepapers) to build interest. Appointment Setting Schedule discovery calls or meetings between the prospect and the sales team. Confirm meeting details, including timing and agenda, while ensuring prospects are adequately briefed. Data Management Keep the CRM (e.g., Salesforce, HubSpot) updated with lead information, outreach activities, and interactions. Track and report key metrics such as response rates, conversion rates, and meetings scheduled. Market and Industry Research Stay informed about industry trends, competitor offerings, and market changes to tailor outreach effectively, working with the Marketing team to identify new sales opportunities and potential market segments. Understand the prospect's business challenges and goals to position the company's solution effectively. Stay updated on industry trends and competitor activities to better position Teleperformance's offerings. Collaboration Work closely with account executives and the broader sales team to align on strategies and handoff of qualified leads. Provide actionable insights from prospect interactions to inform sales strategies. Continuous Improvement Analyse the effectiveness of outreach campaigns and refine approaches based on performance metrics. Continuously improve communication, objection-handling, and personalization skills through training and self-learning. Key Requirements Previous experience in sourcing and developing Enterprise-scale deals is essential for this role. Degree in Business, Sales, or a related field (preferred but not essential). 1-2 years of experience in B2BSales, Business Development, or a similar client-facing role, with a focus on prospecting and lead generation. Experience in BPO, CX management, or a related field is a strong advantage. Strong communication and interpersonal skills with a persuasive and professional demeanour. Proven ability to generate, qualify, and progress leads within a sales framework. Experience with CRM tools (e.g., Salesforce, HubSpot) and sales prospecting platforms (e.g., Sales Navigator, ZoomInfo). Goal-oriented, with a proven ability to meet or exceed sales targets. Ability to execute structured outreach campaigns with a limited amount
May 01, 2026
Full time
Enterprise Inside Sales Manager Join a new UK team to support TP to develop opportunities with enterprise-level B2B targets L ocation: Remote or Hybrid (Flexible) Department: Business Development Reports to: Director of Market Engagement Hours: Full time (37.5 hours per week) Role Overview With a focus on building a rich pipeline of opportunities, the Enterprise Inside Sales Manager leverages various channels such as calls, emails, LinkedIn, and other prospecting tools to identify and engage potential clients for TP. Previous experience in sourcing and developing Enterprise-scale deals is essential for this role. The Enterprise Inside Sales Manager is responsible for conducting in-depth research to target ideal customer profiles, crafting personalised outreach messages, and prequalifying leads by understanding their needs and pain points. By nurturing relationships and coordinating initial meetings, the Enterprise Inside Sales Manager plays a critical role in driving the early stages of the sales process and ensuring a seamless handoff to the account executives. This new role will be critical in helping TP expand its client base and achieve revenue targets. Role Outline & Responsibilities Prospecting and Lead Generation Research and identify target companies and decision-makers clients across target sectors, including Banking, Insurance, Retail, Automotive, Travel, Logistics, Telco, Media, Retail, and FMCG. Build and maintain a list of potential leads using tools like LinkedIn, sales prospecting platforms (e.g., Sales Navigator, ZoomInfo), and CRM databases. Qualify leads to ensure they align with the company's target audience and needs. Outreach Initiate contact with potential clients through calls, emails, and LinkedIn messages to uncover their business needs and challenges. Manages virtually (by phone, e-mail, or social media) a set of assigned or acquired accounts (suspects; not in sales engagement nor current clients) to spur interest and create a lead opportunity. Craft personalised and compelling outreach messages tailored to each prospect's industry, role, and potential pain points. Effectively communicate Teleperformance's value proposition, highlighting key solutions tailored to prospects organisation's business challenges and requirements. Follow-Up and Nurturing Follow up consistently with leads who don't respond initially, utilising multi-channel communication strategies. Nurture prospects by providing relevant resources (e.g., case studies, whitepapers) to build interest. Appointment Setting Schedule discovery calls or meetings between the prospect and the sales team. Confirm meeting details, including timing and agenda, while ensuring prospects are adequately briefed. Data Management Keep the CRM (e.g., Salesforce, HubSpot) updated with lead information, outreach activities, and interactions. Track and report key metrics such as response rates, conversion rates, and meetings scheduled. Market and Industry Research Stay informed about industry trends, competitor offerings, and market changes to tailor outreach effectively, working with the Marketing team to identify new sales opportunities and potential market segments. Understand the prospect's business challenges and goals to position the company's solution effectively. Stay updated on industry trends and competitor activities to better position Teleperformance's offerings. Collaboration Work closely with account executives and the broader sales team to align on strategies and handoff of qualified leads. Provide actionable insights from prospect interactions to inform sales strategies. Continuous Improvement Analyse the effectiveness of outreach campaigns and refine approaches based on performance metrics. Continuously improve communication, objection-handling, and personalization skills through training and self-learning. Key Requirements Previous experience in sourcing and developing Enterprise-scale deals is essential for this role. Degree in Business, Sales, or a related field (preferred but not essential). 1-2 years of experience in B2BSales, Business Development, or a similar client-facing role, with a focus on prospecting and lead generation. Experience in BPO, CX management, or a related field is a strong advantage. Strong communication and interpersonal skills with a persuasive and professional demeanour. Proven ability to generate, qualify, and progress leads within a sales framework. Experience with CRM tools (e.g., Salesforce, HubSpot) and sales prospecting platforms (e.g., Sales Navigator, ZoomInfo). Goal-oriented, with a proven ability to meet or exceed sales targets. Ability to execute structured outreach campaigns with a limited amount
Job Title: Social Mobility Sourcing Manager Department: Recruitment Travel Required : Occasional as required for role Reports to : Director of Recruitment UK Location: UK - Mix of onsite and WAH Contract Type: Permanent Job Summary / Overview The Social Mobility Recruitment Manager is responsible for driving social mobility recruitment and diverse sourcing channels including managing relationships with third-party organizations. This role aims to develop and enhance our social mobility recruitment strategy by managing partnerships, leveraging external programs and government funding and understanding government employability schemes. The ideal candidate will possess strong organizational skills, a passion for social equity, and some experience in account management. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Social Mobility Recruitment: Develop, build and deliver a social mobility sourcing strategy Monitor and evaluate the impact of the social mobility sourcing strategy, making data-driven adjustments as necessary Ensure candidate quality through careful monitoring and cross departmental reviews To be an SME in government funded training and work initiatives Promote fair outcomes for those with barriers to employment Third Party Account Management: Serve as the primary point of contact for third-party recruitment partners. Develop and maintain strong relationships with key stakeholders in third-party organisations. Negotiate contracts and manage agreements with third-party partners to ensure mutual benefits. Monitor the performance of third-party partners and ensure compliance with organisational standards and policies. Strategic Partnerships: Identify and cultivate new partnership opportunities that support social mobility objectives. Work with marketing and communications teams to promote partnership initiatives. Represent the organisation at relevant events, conferences, and meetings. Reporting and Analysis: Prepare regular reports on the progress and impact of social mobility sourcing strategy Analyse data to identify trends, opportunities, and areas for improvement. Provide insights and recommendations to senior management based on analysis. Main Requirements Education: Bachelor's degree in Business Administration, Social Sciences, Public Policy, or a related field preferred. Experience: Minimum of 1 year of experience in either account management, social mobility programs, recruitment sourcing or relevant related areas. Proven track record of managing partnerships and delivering successful sourcing strategies or a solid background in a social mobility setting. Skills and Competencies: Strong project management skills with the ability to manage multiple initiatives simultaneously. Excellent communication and interpersonal skills. Ability to analyse data and generate actionable insights. Negotiation skills and experience managing contracts. Knowledge of social mobility issues and best practices. Proficiency in Microsoft Office Suite and CRM software. Personal Attributes: Passion for social equity and community development. Strategic thinker with the ability to see the big picture. Detail-oriented and highly organised. Ability to work independently and as part of a team. Flexibility and adaptability in a fast-paced environment.
May 01, 2026
Full time
Job Title: Social Mobility Sourcing Manager Department: Recruitment Travel Required : Occasional as required for role Reports to : Director of Recruitment UK Location: UK - Mix of onsite and WAH Contract Type: Permanent Job Summary / Overview The Social Mobility Recruitment Manager is responsible for driving social mobility recruitment and diverse sourcing channels including managing relationships with third-party organizations. This role aims to develop and enhance our social mobility recruitment strategy by managing partnerships, leveraging external programs and government funding and understanding government employability schemes. The ideal candidate will possess strong organizational skills, a passion for social equity, and some experience in account management. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Social Mobility Recruitment: Develop, build and deliver a social mobility sourcing strategy Monitor and evaluate the impact of the social mobility sourcing strategy, making data-driven adjustments as necessary Ensure candidate quality through careful monitoring and cross departmental reviews To be an SME in government funded training and work initiatives Promote fair outcomes for those with barriers to employment Third Party Account Management: Serve as the primary point of contact for third-party recruitment partners. Develop and maintain strong relationships with key stakeholders in third-party organisations. Negotiate contracts and manage agreements with third-party partners to ensure mutual benefits. Monitor the performance of third-party partners and ensure compliance with organisational standards and policies. Strategic Partnerships: Identify and cultivate new partnership opportunities that support social mobility objectives. Work with marketing and communications teams to promote partnership initiatives. Represent the organisation at relevant events, conferences, and meetings. Reporting and Analysis: Prepare regular reports on the progress and impact of social mobility sourcing strategy Analyse data to identify trends, opportunities, and areas for improvement. Provide insights and recommendations to senior management based on analysis. Main Requirements Education: Bachelor's degree in Business Administration, Social Sciences, Public Policy, or a related field preferred. Experience: Minimum of 1 year of experience in either account management, social mobility programs, recruitment sourcing or relevant related areas. Proven track record of managing partnerships and delivering successful sourcing strategies or a solid background in a social mobility setting. Skills and Competencies: Strong project management skills with the ability to manage multiple initiatives simultaneously. Excellent communication and interpersonal skills. Ability to analyse data and generate actionable insights. Negotiation skills and experience managing contracts. Knowledge of social mobility issues and best practices. Proficiency in Microsoft Office Suite and CRM software. Personal Attributes: Passion for social equity and community development. Strategic thinker with the ability to see the big picture. Detail-oriented and highly organised. Ability to work independently and as part of a team. Flexibility and adaptability in a fast-paced environment.
Established, reputable Tour Operator are seeking an experienced a Head of Product (Long-Haul Destinations) to join their successful Product Department. As Head of Long-Haul Product, you will be responsible for leading the strategy, development, and performance of this luxury Tour Operator's long-haul product portfolio. You will ensure that our offerings remain competitive, innovative, and aligned with customer expectations and business goals. Featuring worldwide product, they are the 'go-to' Tour Operator for many agents! This role is suited to someone who has worked for a tour operator, has previous Product Management and/or Hotel Contracting experience in long haul markets and you will be happy to travel when required, be a great ambassador for the brand and excel at forging and maintaining great relationships with all of their UK trade partners. With a very competitive salary (negotiable) and an comprehensive benefits package, you will work on a hybrid basis office is near Cambridge 3 days a week. JOB DESCRIPTION: Ensure commercial targets, including revenue and margin, are met across all long-haul destinations Review and analyse the existing product portfolio (currently Middle East, Indian Ocean, South East Asia, Australasia, North America, and Southern Africa) from both customer and commercial perspectives Develop and execute a clear product strategy for all long-haul destinations moving forwards with the opportunity to look at expanding into new areas Monitor market trends, competitor activity, and customer feedback to identify opportunities for growth and improvement or differentiation Manage the end-to-end lifecycle of products, from market analysis and contracting to pricing and launch and overseeing operationally thereafter Ensure product contracting levels are in line with budget aspirations and that commercial terms remain optimal, regularly reviewing third party supplier business (direct contracts, bed banks and ground handlers) to evaluate most effective buying Collaborate closely with the Reservations, Pricing, Sales and Marketing Teams highlighting key destinations to focus on and monitoring subsequent sales performance Oversee Customer Health & Safety compliance across all relevant products and operational areas Lead and inspire a small team of Product Managers, assisting with the prioritisation of event diaries and workloads Build and maintain strong senior relationships with key suppliers, tourist boards, and DMCs, travelling to key destinations as and when required Represent the company at trade events and actively network within the travel industry to promote our brand and source new opportunities. Working closely with the Marketing Team and Partnership Marketing Manager to bring products to market and to elevate funding opportunities Overseeing the design layout, format and content of all relevant brochures Ensuring the Web team have the most up to date content for the long haul destination and offer pages plus monitoring long haul bookings on the single centre booking portal (once project complete) EXPERIENCE: We are seeking a Senior Product Manager / Head of Product from a Tour Operator background. You would have managed a small team of product managers and have experience of selecting and contracting product to long-haul destination In-depth knowledge of long-haul destinations and tailor-made travel Ideally have existing commercial relationships and contacts with all the major long haul airlines Commercially minded with experience in driving growth through innovative product development and identifying competitive advantages to increase market share Strong commercial awareness and experience in delivering profitable product strategies PACKAGE: VERY COMPETITVE SALARY HYBRID WORKING - 3 DAYS OFFICE 2 DAYS REMOTE - CAMBRIDGE Hours are 37.5 per week from Monday to Friday from 9am-5.30pm Working from home 2 days per week Performance related bonus Annual company profit share bonus Great discounts on your own holidays (plus generous friends and family discounts) 25 days holiday plus UK bank holidays Standard Life Pension with enhanced employer contribution Regular social events: Summer Party, Christmas Party, Quiz nights, brochure launches and a social fund to spend on team building events Become part of the family and experience a supportive company culture that fosters teamwork and cross-department collaboration Be a person, not a number! We value all of our employees and strive to create an inclusive and welcoming work environment Free onsite Parking Annual Volunteer in your Community Day INTERESTED? Please follow the instructions to apply attaching your CV. This vacancy is being managed by Katy Gaskell. I can be contacted on or Not right for this role, or this role not right for you, but keen to further your career in the Travel Industry? We have a variety of different opportunities so do submit your CV to us! Unfortunately if you are unsuccessful, due to our volume of applications, we are unable to reply to everyone individually.
May 01, 2026
Full time
Established, reputable Tour Operator are seeking an experienced a Head of Product (Long-Haul Destinations) to join their successful Product Department. As Head of Long-Haul Product, you will be responsible for leading the strategy, development, and performance of this luxury Tour Operator's long-haul product portfolio. You will ensure that our offerings remain competitive, innovative, and aligned with customer expectations and business goals. Featuring worldwide product, they are the 'go-to' Tour Operator for many agents! This role is suited to someone who has worked for a tour operator, has previous Product Management and/or Hotel Contracting experience in long haul markets and you will be happy to travel when required, be a great ambassador for the brand and excel at forging and maintaining great relationships with all of their UK trade partners. With a very competitive salary (negotiable) and an comprehensive benefits package, you will work on a hybrid basis office is near Cambridge 3 days a week. JOB DESCRIPTION: Ensure commercial targets, including revenue and margin, are met across all long-haul destinations Review and analyse the existing product portfolio (currently Middle East, Indian Ocean, South East Asia, Australasia, North America, and Southern Africa) from both customer and commercial perspectives Develop and execute a clear product strategy for all long-haul destinations moving forwards with the opportunity to look at expanding into new areas Monitor market trends, competitor activity, and customer feedback to identify opportunities for growth and improvement or differentiation Manage the end-to-end lifecycle of products, from market analysis and contracting to pricing and launch and overseeing operationally thereafter Ensure product contracting levels are in line with budget aspirations and that commercial terms remain optimal, regularly reviewing third party supplier business (direct contracts, bed banks and ground handlers) to evaluate most effective buying Collaborate closely with the Reservations, Pricing, Sales and Marketing Teams highlighting key destinations to focus on and monitoring subsequent sales performance Oversee Customer Health & Safety compliance across all relevant products and operational areas Lead and inspire a small team of Product Managers, assisting with the prioritisation of event diaries and workloads Build and maintain strong senior relationships with key suppliers, tourist boards, and DMCs, travelling to key destinations as and when required Represent the company at trade events and actively network within the travel industry to promote our brand and source new opportunities. Working closely with the Marketing Team and Partnership Marketing Manager to bring products to market and to elevate funding opportunities Overseeing the design layout, format and content of all relevant brochures Ensuring the Web team have the most up to date content for the long haul destination and offer pages plus monitoring long haul bookings on the single centre booking portal (once project complete) EXPERIENCE: We are seeking a Senior Product Manager / Head of Product from a Tour Operator background. You would have managed a small team of product managers and have experience of selecting and contracting product to long-haul destination In-depth knowledge of long-haul destinations and tailor-made travel Ideally have existing commercial relationships and contacts with all the major long haul airlines Commercially minded with experience in driving growth through innovative product development and identifying competitive advantages to increase market share Strong commercial awareness and experience in delivering profitable product strategies PACKAGE: VERY COMPETITVE SALARY HYBRID WORKING - 3 DAYS OFFICE 2 DAYS REMOTE - CAMBRIDGE Hours are 37.5 per week from Monday to Friday from 9am-5.30pm Working from home 2 days per week Performance related bonus Annual company profit share bonus Great discounts on your own holidays (plus generous friends and family discounts) 25 days holiday plus UK bank holidays Standard Life Pension with enhanced employer contribution Regular social events: Summer Party, Christmas Party, Quiz nights, brochure launches and a social fund to spend on team building events Become part of the family and experience a supportive company culture that fosters teamwork and cross-department collaboration Be a person, not a number! We value all of our employees and strive to create an inclusive and welcoming work environment Free onsite Parking Annual Volunteer in your Community Day INTERESTED? Please follow the instructions to apply attaching your CV. This vacancy is being managed by Katy Gaskell. I can be contacted on or Not right for this role, or this role not right for you, but keen to further your career in the Travel Industry? We have a variety of different opportunities so do submit your CV to us! Unfortunately if you are unsuccessful, due to our volume of applications, we are unable to reply to everyone individually.
Enterprise Inside Sales Manager Join a new UK team to support TP to develop opportunities with enterprise-level B2B targets L ocation: Remote or Hybrid (Flexible) Department: Business Development Reports to: Director of Market Engagement Hours: Full time (37.5 hours per week) Role Overview With a focus on building a rich pipeline of opportunities, the Enterprise Inside Sales Manager leverages various channels such as calls, emails, LinkedIn, and other prospecting tools to identify and engage potential clients for TP. Previous experience in sourcing and developing Enterprise-scale deals is essential for this role. The Enterprise Inside Sales Manager is responsible for conducting in-depth research to target ideal customer profiles, crafting personalised outreach messages, and prequalifying leads by understanding their needs and pain points. By nurturing relationships and coordinating initial meetings, the Enterprise Inside Sales Manager plays a critical role in driving the early stages of the sales process and ensuring a seamless handoff to the account executives. This new role will be critical in helping TP expand its client base and achieve revenue targets. Role Outline & Responsibilities Prospecting and Lead Generation Research and identify target companies and decision-makers clients across target sectors, including Banking, Insurance, Retail, Automotive, Travel, Logistics, Telco, Media, Retail, and FMCG. Build and maintain a list of potential leads using tools like LinkedIn, sales prospecting platforms (e.g., Sales Navigator, ZoomInfo), and CRM databases. Qualify leads to ensure they align with the company's target audience and needs. Outreach Initiate contact with potential clients through calls, emails, and LinkedIn messages to uncover their business needs and challenges. Manages virtually (by phone, e-mail, or social media) a set of assigned or acquired accounts (suspects; not in sales engagement nor current clients) to spur interest and create a lead opportunity. Craft personalised and compelling outreach messages tailored to each prospect's industry, role, and potential pain points. Effectively communicate Teleperformance's value proposition, highlighting key solutions tailored to prospects organisation's business challenges and requirements. Follow-Up and Nurturing Follow up consistently with leads who don't respond initially, utilising multi-channel communication strategies. Nurture prospects by providing relevant resources (e.g., case studies, whitepapers) to build interest. Appointment Setting Schedule discovery calls or meetings between the prospect and the sales team. Confirm meeting details, including timing and agenda, while ensuring prospects are adequately briefed. Data Management Keep the CRM (e.g., Salesforce, HubSpot) updated with lead information, outreach activities, and interactions. Track and report key metrics such as response rates, conversion rates, and meetings scheduled. Market and Industry Research Stay informed about industry trends, competitor offerings, and market changes to tailor outreach effectively, working with the Marketing team to identify new sales opportunities and potential market segments. Understand the prospect's business challenges and goals to position the company's solution effectively. Stay updated on industry trends and competitor activities to better position Teleperformance's offerings. Collaboration Work closely with account executives and the broader sales team to align on strategies and handoff of qualified leads. Provide actionable insights from prospect interactions to inform sales strategies. Continuous Improvement Analyse the effectiveness of outreach campaigns and refine approaches based on performance metrics. Continuously improve communication, objection-handling, and personalization skills through training and self-learning. Key Requirements Previous experience in sourcing and developing Enterprise-scale deals is essential for this role. Degree in Business, Sales, or a related field (preferred but not essential). 1-2 years of experience in B2BSales, Business Development, or a similar client-facing role, with a focus on prospecting and lead generation. Experience in BPO, CX management, or a related field is a strong advantage. Strong communication and interpersonal skills with a persuasive and professional demeanour. Proven ability to generate, qualify, and progress leads within a sales framework. Experience with CRM tools (e.g., Salesforce, HubSpot) and sales prospecting platforms (e.g., Sales Navigator, ZoomInfo). Goal-oriented, with a proven ability to meet or exceed sales targets. Ability to execute structured outreach campaigns with a limited amount
May 01, 2026
Full time
Enterprise Inside Sales Manager Join a new UK team to support TP to develop opportunities with enterprise-level B2B targets L ocation: Remote or Hybrid (Flexible) Department: Business Development Reports to: Director of Market Engagement Hours: Full time (37.5 hours per week) Role Overview With a focus on building a rich pipeline of opportunities, the Enterprise Inside Sales Manager leverages various channels such as calls, emails, LinkedIn, and other prospecting tools to identify and engage potential clients for TP. Previous experience in sourcing and developing Enterprise-scale deals is essential for this role. The Enterprise Inside Sales Manager is responsible for conducting in-depth research to target ideal customer profiles, crafting personalised outreach messages, and prequalifying leads by understanding their needs and pain points. By nurturing relationships and coordinating initial meetings, the Enterprise Inside Sales Manager plays a critical role in driving the early stages of the sales process and ensuring a seamless handoff to the account executives. This new role will be critical in helping TP expand its client base and achieve revenue targets. Role Outline & Responsibilities Prospecting and Lead Generation Research and identify target companies and decision-makers clients across target sectors, including Banking, Insurance, Retail, Automotive, Travel, Logistics, Telco, Media, Retail, and FMCG. Build and maintain a list of potential leads using tools like LinkedIn, sales prospecting platforms (e.g., Sales Navigator, ZoomInfo), and CRM databases. Qualify leads to ensure they align with the company's target audience and needs. Outreach Initiate contact with potential clients through calls, emails, and LinkedIn messages to uncover their business needs and challenges. Manages virtually (by phone, e-mail, or social media) a set of assigned or acquired accounts (suspects; not in sales engagement nor current clients) to spur interest and create a lead opportunity. Craft personalised and compelling outreach messages tailored to each prospect's industry, role, and potential pain points. Effectively communicate Teleperformance's value proposition, highlighting key solutions tailored to prospects organisation's business challenges and requirements. Follow-Up and Nurturing Follow up consistently with leads who don't respond initially, utilising multi-channel communication strategies. Nurture prospects by providing relevant resources (e.g., case studies, whitepapers) to build interest. Appointment Setting Schedule discovery calls or meetings between the prospect and the sales team. Confirm meeting details, including timing and agenda, while ensuring prospects are adequately briefed. Data Management Keep the CRM (e.g., Salesforce, HubSpot) updated with lead information, outreach activities, and interactions. Track and report key metrics such as response rates, conversion rates, and meetings scheduled. Market and Industry Research Stay informed about industry trends, competitor offerings, and market changes to tailor outreach effectively, working with the Marketing team to identify new sales opportunities and potential market segments. Understand the prospect's business challenges and goals to position the company's solution effectively. Stay updated on industry trends and competitor activities to better position Teleperformance's offerings. Collaboration Work closely with account executives and the broader sales team to align on strategies and handoff of qualified leads. Provide actionable insights from prospect interactions to inform sales strategies. Continuous Improvement Analyse the effectiveness of outreach campaigns and refine approaches based on performance metrics. Continuously improve communication, objection-handling, and personalization skills through training and self-learning. Key Requirements Previous experience in sourcing and developing Enterprise-scale deals is essential for this role. Degree in Business, Sales, or a related field (preferred but not essential). 1-2 years of experience in B2BSales, Business Development, or a similar client-facing role, with a focus on prospecting and lead generation. Experience in BPO, CX management, or a related field is a strong advantage. Strong communication and interpersonal skills with a persuasive and professional demeanour. Proven ability to generate, qualify, and progress leads within a sales framework. Experience with CRM tools (e.g., Salesforce, HubSpot) and sales prospecting platforms (e.g., Sales Navigator, ZoomInfo). Goal-oriented, with a proven ability to meet or exceed sales targets. Ability to execute structured outreach campaigns with a limited amount
