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
Kent Social Care Professionals Limited
Hawkhurst, Kent
Company Description Care Assistant - Make Every Moment Matter Location: Hawkhurst and nearby areas Pay: £12.77 per hour + Paid Mileage. Hours: 7am until 3pm, 2pm until 10pm. Other hours available covering sickness and holidays. What if your next job didn't feel like just a job? What if it meant more? More purpose. More people. More pride in what you do. At Kent Social Care (a part of CCH Group) , we're not looking for just anyone. We're building a team of everyday superheroes - the kind who don't wear capes but do change lives. And guess what? You don't need experience. Just a big heart, a willing spirit, and the drive to make someone's day better. Why This Role Will Hug Your Soul (And Boost Your Bank Account) Local Work + Paid Mileage - No more long commutes or dry sandwiches in car parks You Choose Your Hours - Work that fits around your life Paid Training + Real Qualifications - We invest in you Career Growth - Fancy becoming a team leader or manager? We'll help you get there Enhanced Maternity/Paternity Pay - We support your family as much as you support ours Refer a Friend - Earn £300 - Just for recommending someone as fabulous as you Blue Light Card Access - Flash it for discounts at top UK brands Exclusive App Access - Stay connected, informed, and organised Cycle to Work Scheme - Save cash, stay fit, be smug Job Description What You'll Actually Do (aka The Life-Changing Bit) Be a warm, reliable face in someone's day Support clients with washing, dressing, and taking medication Help with meals, light housework, and errands Provide real companionship - because loneliness is a beast Keep people safe, independent, and happy in their own homes Qualifications You'll Be a Great Fit If You Are Naturally caring and kind (you make tea for guests without asking) Calm under pressure Ready to learn - we've got your back from Day One Happy to chat, smile, and share the occasional terrible joke Driving licence + access to a vehicle? Even better. Additional Information No CV? No Drama. Book an interview online at a time that suits you - zero faff, all welcome. This Isn't Just a Job. It's a Mission. With over 20,000 carers across the UK, we're proud to be the UK's largest care company - and we're just getting started. Join us in rewriting the future of care. APPLY NOW - Don't scroll past purpose. You bring the heart. We'll bring the training, perks, and unstoppable support. Together? We make magic happen.
May 02, 2026
Full time
Company Description Care Assistant - Make Every Moment Matter Location: Hawkhurst and nearby areas Pay: £12.77 per hour + Paid Mileage. Hours: 7am until 3pm, 2pm until 10pm. Other hours available covering sickness and holidays. What if your next job didn't feel like just a job? What if it meant more? More purpose. More people. More pride in what you do. At Kent Social Care (a part of CCH Group) , we're not looking for just anyone. We're building a team of everyday superheroes - the kind who don't wear capes but do change lives. And guess what? You don't need experience. Just a big heart, a willing spirit, and the drive to make someone's day better. Why This Role Will Hug Your Soul (And Boost Your Bank Account) Local Work + Paid Mileage - No more long commutes or dry sandwiches in car parks You Choose Your Hours - Work that fits around your life Paid Training + Real Qualifications - We invest in you Career Growth - Fancy becoming a team leader or manager? We'll help you get there Enhanced Maternity/Paternity Pay - We support your family as much as you support ours Refer a Friend - Earn £300 - Just for recommending someone as fabulous as you Blue Light Card Access - Flash it for discounts at top UK brands Exclusive App Access - Stay connected, informed, and organised Cycle to Work Scheme - Save cash, stay fit, be smug Job Description What You'll Actually Do (aka The Life-Changing Bit) Be a warm, reliable face in someone's day Support clients with washing, dressing, and taking medication Help with meals, light housework, and errands Provide real companionship - because loneliness is a beast Keep people safe, independent, and happy in their own homes Qualifications You'll Be a Great Fit If You Are Naturally caring and kind (you make tea for guests without asking) Calm under pressure Ready to learn - we've got your back from Day One Happy to chat, smile, and share the occasional terrible joke Driving licence + access to a vehicle? Even better. Additional Information No CV? No Drama. Book an interview online at a time that suits you - zero faff, all welcome. This Isn't Just a Job. It's a Mission. With over 20,000 carers across the UK, we're proud to be the UK's largest care company - and we're just getting started. Join us in rewriting the future of care. APPLY NOW - Don't scroll past purpose. You bring the heart. We'll bring the training, perks, and unstoppable support. Together? We make magic happen.
General Manager - West Croydon - Croydon GENERAL MANAGER COMPETITIVE SALARY & BENEFITS LONDON WEST CROYDON Here at The Gym Group we believe we are simply the best in our industry! Our amazing teams have skills, abilities and can-do attitudes that make this such a great place to work! We have strong, embedded values and an easy-going culture which ensures we put our people first. We pride ourselves on being fun, innovative, inclusive and engaging. Due to exciting growth we are now on the lookout for a General Manager to join our amazing team. So, what's stopping you? Apply today! What you need to know about us We're not like any other gym company; we are The Gym Group , a place where you can and perform to your absolute best. We are successful; by membership we're the 2nd largest gym business in the UK and the 4th largest in Europe. We hire people with real passion, positivity and enthusiasm which motivates and inspire those around them. We actively invest in our employees; it's so important to us that our people can thrive in our environment and can make the most of the flexibility and support we offer to all of our teams. We have been recognised as in our industry by Glass Door and in the Top 50 Best Places to work in 2022 which is all down to our great leaders and exceptional teams. We have held the prestigious Investors in People Gold Award for 2 years and were recent winners of an amazing award for all of the work and support we did through the pandemic. We are proud of our people and our Gym teams are phenomenal; you want to be a part of that, we know you do! So let us tell you what we are looking for To enrich our great team, we are looking for a General Manager, someone who embraces our members, the team and our culture. You're perfect for the job if you Have a passion for health, fitness, well-being and all-round excellence. Are driven, energetic and you share that energy with your team. Lead from the front and by example, happy to get stuck in and set the standard for service Have an unwavering commitment to understand the expectations of your members and having a continuous improvement plan in place to exceed those. Are a great leader, engaging and inspirational, setting a high-level example to those around you; your team and members alike. Can navigate the P&L figures, have an eye for detail and can take a strategic approach to maximising your gym's potential Can manage compliance whilst delivering the highest service levels possible during the day to day running of your gym. Have an instinct for being on the gym floor, working with a fully engaged team to deliver excellence, whilst being equally at home sharing best practice with your peers. Have a proven track record of success and are eager to bring that winning attitude to The Gym. Can engage and influence when needed and can form strategic plans to reinforce your business decisions Have a positive approach to team development and continuously look for ways in which to maximise their potential That's you right? Thought so. Now we know you are probably already hitting that APPLY button but if not here's the juicy bit the perks Competitive bonus 33 days holiday (Inc Bank Holidays) 'In-house development opportunities as well as support with your career adventure' Company Share Plan Flexibility & freedom - we welcome discussions around working flexibly at the gym Discounts with 'MY PT Hub', 'Fit Pro', 'Financial Fitness' and leading training providers Pension scheme A fantastic online social communication and engagement platform with access to amazing benefits and discounts Cycle to work scheme Season ticket loans Employee Assistant Programme supported by our Wellbeing hub A free gym membership for yourself and a friend or family member So, we've told you all about us and our amazing new opportunity; now it's your turn to hit 'Apply' and tell us about YOU. We also want to put it out there that we actively encourage applications from a diverse demographic and we are passionate about your culture and value alignment. We want this to be a match that works for you as much as for us - when we say be YOU with us we really do mean it! If you have a disability that makes it difficult for you to complete your application online please email your cv to or alternatively call the TGG Recruitment team on and someone will be more than happy to support you.
May 02, 2026
Full time
General Manager - West Croydon - Croydon GENERAL MANAGER COMPETITIVE SALARY & BENEFITS LONDON WEST CROYDON Here at The Gym Group we believe we are simply the best in our industry! Our amazing teams have skills, abilities and can-do attitudes that make this such a great place to work! We have strong, embedded values and an easy-going culture which ensures we put our people first. We pride ourselves on being fun, innovative, inclusive and engaging. Due to exciting growth we are now on the lookout for a General Manager to join our amazing team. So, what's stopping you? Apply today! What you need to know about us We're not like any other gym company; we are The Gym Group , a place where you can and perform to your absolute best. We are successful; by membership we're the 2nd largest gym business in the UK and the 4th largest in Europe. We hire people with real passion, positivity and enthusiasm which motivates and inspire those around them. We actively invest in our employees; it's so important to us that our people can thrive in our environment and can make the most of the flexibility and support we offer to all of our teams. We have been recognised as in our industry by Glass Door and in the Top 50 Best Places to work in 2022 which is all down to our great leaders and exceptional teams. We have held the prestigious Investors in People Gold Award for 2 years and were recent winners of an amazing award for all of the work and support we did through the pandemic. We are proud of our people and our Gym teams are phenomenal; you want to be a part of that, we know you do! So let us tell you what we are looking for To enrich our great team, we are looking for a General Manager, someone who embraces our members, the team and our culture. You're perfect for the job if you Have a passion for health, fitness, well-being and all-round excellence. Are driven, energetic and you share that energy with your team. Lead from the front and by example, happy to get stuck in and set the standard for service Have an unwavering commitment to understand the expectations of your members and having a continuous improvement plan in place to exceed those. Are a great leader, engaging and inspirational, setting a high-level example to those around you; your team and members alike. Can navigate the P&L figures, have an eye for detail and can take a strategic approach to maximising your gym's potential Can manage compliance whilst delivering the highest service levels possible during the day to day running of your gym. Have an instinct for being on the gym floor, working with a fully engaged team to deliver excellence, whilst being equally at home sharing best practice with your peers. Have a proven track record of success and are eager to bring that winning attitude to The Gym. Can engage and influence when needed and can form strategic plans to reinforce your business decisions Have a positive approach to team development and continuously look for ways in which to maximise their potential That's you right? Thought so. Now we know you are probably already hitting that APPLY button but if not here's the juicy bit the perks Competitive bonus 33 days holiday (Inc Bank Holidays) 'In-house development opportunities as well as support with your career adventure' Company Share Plan Flexibility & freedom - we welcome discussions around working flexibly at the gym Discounts with 'MY PT Hub', 'Fit Pro', 'Financial Fitness' and leading training providers Pension scheme A fantastic online social communication and engagement platform with access to amazing benefits and discounts Cycle to work scheme Season ticket loans Employee Assistant Programme supported by our Wellbeing hub A free gym membership for yourself and a friend or family member So, we've told you all about us and our amazing new opportunity; now it's your turn to hit 'Apply' and tell us about YOU. We also want to put it out there that we actively encourage applications from a diverse demographic and we are passionate about your culture and value alignment. We want this to be a match that works for you as much as for us - when we say be YOU with us we really do mean it! If you have a disability that makes it difficult for you to complete your application online please email your cv to or alternatively call the TGG Recruitment team on and someone will be more than happy to support you.
Content below for Recruitment purposes only You've got opportunities in store. From wowing customers to nurturing colleagues, this is a role where you can make a difference - all while perfecting the skills you'll need to one day have a store of your own. As one of our Assistant Store Managers, you'll make our customers feel comfortable and your team feel right at home. Helping them to hit their targets and get up to speed on the latest tech, you'll find out how amazing it feels when a plan comes together. So, no more counting down the clock. Your future starts here. What you'll do: Lead, engage and develop your team of tech-whizzes and people pros Empower that team to reach their ambitious targets Create an environment where every customer feels at ease Support the Store Manager with the day-to-day running of the store You'll definitely: Have some experience of coaching and building capability in a team Have an ability to lead teams to strong commercial and customer results Have some experience of managing your store in your Store Managers absence Have experience of driving customer service in a sales and service environment Be self-motivated and proactive You might even: Possess an ability to set and carry out long-term plans Have established coaching and development skills What's in it for you? Exceptional career progression in Retail and to other areas of BT with our Aspire internal development programme Competitive salary The opportunity to significantly increase your earnings, depending on your store and team performance Competitive healthcare and BT share plans 50% discount on an EE mobile package (30% for Friends and Family) 25 days' holiday (pro-rata) with the opportunity to buy a further 5 days, plus your birthday off The chance to win once-in-a-lifetime all-expense-paid trips and prizes BT TV, including BT Sport and NOW Entertainment Membership About EE Empowered, challenged, supported and rewarded, our people are the key to our success. Our people keep customers happy with great service, and our network, named best in the UK, is keeping their digital lives connected. Since becoming part of the BT family, we've focused on creating an energising culture that makes EE an even better place to build a career. We're at the top of our game, and this is your chance to join us. At EE, we're creating an inclusive working environment where people from all backgrounds can succeed. Diversity makes sense for us, for our customers and for our future. We value different perspectives, skills and experiences, and welcome applications from all sections of the community. We're therefore open to considering flexible working, things like part-time hours or other flexible options. We also offer emergency time off for dependants in addition to generous maternity and paternity leave. It's our way of helping people find a job that suits them, so talk to us during the recruitment process to find out where you could fit in. This a regulated role and is subject to a bankruptcy check in addition to our regular pre employment checks.
May 02, 2026
Full time
Content below for Recruitment purposes only You've got opportunities in store. From wowing customers to nurturing colleagues, this is a role where you can make a difference - all while perfecting the skills you'll need to one day have a store of your own. As one of our Assistant Store Managers, you'll make our customers feel comfortable and your team feel right at home. Helping them to hit their targets and get up to speed on the latest tech, you'll find out how amazing it feels when a plan comes together. So, no more counting down the clock. Your future starts here. What you'll do: Lead, engage and develop your team of tech-whizzes and people pros Empower that team to reach their ambitious targets Create an environment where every customer feels at ease Support the Store Manager with the day-to-day running of the store You'll definitely: Have some experience of coaching and building capability in a team Have an ability to lead teams to strong commercial and customer results Have some experience of managing your store in your Store Managers absence Have experience of driving customer service in a sales and service environment Be self-motivated and proactive You might even: Possess an ability to set and carry out long-term plans Have established coaching and development skills What's in it for you? Exceptional career progression in Retail and to other areas of BT with our Aspire internal development programme Competitive salary The opportunity to significantly increase your earnings, depending on your store and team performance Competitive healthcare and BT share plans 50% discount on an EE mobile package (30% for Friends and Family) 25 days' holiday (pro-rata) with the opportunity to buy a further 5 days, plus your birthday off The chance to win once-in-a-lifetime all-expense-paid trips and prizes BT TV, including BT Sport and NOW Entertainment Membership About EE Empowered, challenged, supported and rewarded, our people are the key to our success. Our people keep customers happy with great service, and our network, named best in the UK, is keeping their digital lives connected. Since becoming part of the BT family, we've focused on creating an energising culture that makes EE an even better place to build a career. We're at the top of our game, and this is your chance to join us. At EE, we're creating an inclusive working environment where people from all backgrounds can succeed. Diversity makes sense for us, for our customers and for our future. We value different perspectives, skills and experiences, and welcome applications from all sections of the community. We're therefore open to considering flexible working, things like part-time hours or other flexible options. We also offer emergency time off for dependants in addition to generous maternity and paternity leave. It's our way of helping people find a job that suits them, so talk to us during the recruitment process to find out where you could fit in. This a regulated role and is subject to a bankruptcy check in addition to our regular pre employment checks.
As a Care Team Leader at Runwood Homes, you'll be all about professionalism, kindness, and compassion. The Care Team Leader role requires you to plan and provide high-quality care that makes our residents feel safe, respected, and independent. You will lead a team of Care Assistants, ensuring they are keeping up with the highest care standards. Keeping accurate records and communicating well with your colleagues are key parts of your role. Our Care Team Leaders also support the Home Manager and Deputy Manager, giving physical, social, and emotional care to residents. You will handle medication and make sure everything is in order with medication audits. Benefits of working with Runwood Homes 28 days Paid Holiday Weekly Pay Pension Scheme Blue Light Card and access to various other discounts on travel, restaurants, days out and leisure Employee Assistance Scheme that is also available to immediate family members Comprehensive induction and ongoing training Free DBS Check and uniform Funding and support towards obtaining NVQs Opportunities to progress your career within the company Free, on-site parking Employee of the Month awards About you We are seeking a dynamic Care Team Leader who excels in person-centred care planning, possesses expertise in dementia care, and has experience of leading teams to deliver exceptional care. The ideal Care Team Leader will exude a positive energy, be competent in building strong relationships, and demonstrate outstanding organisational skills. Holding an NVQ Level 3 Diploma in Health & Social Care is advantageous but not essential. About Runwood Homes Established in 1987, Runwood Homes is a leading provider of residential care, dementia care, and nursing care services, with a portfolio of over 59 homes across the UK. Our commitment to delivering personalised care is at the core of our mission, as we strive to celebrate the lives of each and every one of our residents. At Runwood Homes, we prioritise the professional development of our staff by investing in comprehensive internal, external, and e training programs at all levels. This dedication to continuous learning and growth ensures that our team is equipped to provide the highest quality of care to our residents. As we look towards the future, our reputation for delivering innovative care for individuals living with dementia continues to flourish. We are dedicated to pushing the boundaries of care excellence and setting new standards in the industry. All appointments are subject to safer recruitment requirements to ensure the safeguarding of adults. All positions will involve appropriate checks and clearances.
May 02, 2026
Full time
As a Care Team Leader at Runwood Homes, you'll be all about professionalism, kindness, and compassion. The Care Team Leader role requires you to plan and provide high-quality care that makes our residents feel safe, respected, and independent. You will lead a team of Care Assistants, ensuring they are keeping up with the highest care standards. Keeping accurate records and communicating well with your colleagues are key parts of your role. Our Care Team Leaders also support the Home Manager and Deputy Manager, giving physical, social, and emotional care to residents. You will handle medication and make sure everything is in order with medication audits. Benefits of working with Runwood Homes 28 days Paid Holiday Weekly Pay Pension Scheme Blue Light Card and access to various other discounts on travel, restaurants, days out and leisure Employee Assistance Scheme that is also available to immediate family members Comprehensive induction and ongoing training Free DBS Check and uniform Funding and support towards obtaining NVQs Opportunities to progress your career within the company Free, on-site parking Employee of the Month awards About you We are seeking a dynamic Care Team Leader who excels in person-centred care planning, possesses expertise in dementia care, and has experience of leading teams to deliver exceptional care. The ideal Care Team Leader will exude a positive energy, be competent in building strong relationships, and demonstrate outstanding organisational skills. Holding an NVQ Level 3 Diploma in Health & Social Care is advantageous but not essential. About Runwood Homes Established in 1987, Runwood Homes is a leading provider of residential care, dementia care, and nursing care services, with a portfolio of over 59 homes across the UK. Our commitment to delivering personalised care is at the core of our mission, as we strive to celebrate the lives of each and every one of our residents. At Runwood Homes, we prioritise the professional development of our staff by investing in comprehensive internal, external, and e training programs at all levels. This dedication to continuous learning and growth ensures that our team is equipped to provide the highest quality of care to our residents. As we look towards the future, our reputation for delivering innovative care for individuals living with dementia continues to flourish. We are dedicated to pushing the boundaries of care excellence and setting new standards in the industry. All appointments are subject to safer recruitment requirements to ensure the safeguarding of adults. All positions will involve appropriate checks and clearances.
Senior Quantity Surveyor Location : East Midlands regional office, Castle Donington Salary: Competitive Reports to: Commercial Manager Hours : Full time, Permanent About the Role: At Allison Homes, we pride ourselves on being an award-winning private housebuilder dedicated to creating beautiful homes and communities across the Central and East of England, the East Midlands and the South West of England. Our mission is to provide affordable yet aspirational homes to our communities, ensuring that new homes are accessible and attainable for all with a quality product suitable for everyone. We are proud of our people, and collaboration and teamwork are key to everything we do. Our Values are at our heart and centre around Kindness, Trust, Teamwork, Passion and Performance. We are looking for enthusiastic individuals to help us achieve our ambitious growth plans and goals, to be part of our journey and to grow their career along with our success. In line with our ambitious growth strategy, we are seeking a Senior Quantity Surveyor to strengthen our Commercial Team in our East Midlands region. This key position will oversee cost management, procurement strategy, and overall commercial performance across our developments. You will also provide leadership and mentoring to junior colleagues while supporting strategic planning and commercial reporting initiatives across the business. Key Responsibilities Lead on cost planning, budgeting, and commercial management for a flagship development, ensuring profitability, value for money, and quality standards. Provide strategic commercial support to the Commercial Manager, contributing to the region s financial performance and long-term planning. Take ownership of subcontract procurement, including preparing tender documentation, conducting analysis, negotiating terms, and finalising appointments. Mentor and support Quantity Surveyors and Assistant Quantity Surveyors in their professional development, offering guidance and reviews. Provide commercial input during land acquisition, design development, and value engineering exercises to ensure schemes are commercially viable. Maintain budget control throughout project lifecycles, managing cost variations, forecasting, and reporting against key financial KPIs. Attend and lead regular site and commercial review meetings, supporting effective collaboration between commercial, technical, and construction teams. Attend progress meetings with third parties/clients, ensuring terms of the contract as well as financial targets are met. Analyse and evaluate subcontractor performance, participating in supplier reviews and contributing to the development of preferred supplier relationships. Ensure full compliance with internal procedures, external regulations, NHBC/LABC requirements, and industry best practices. Champion continual improvement and innovation in procurement, cost management, and commercial reporting processes. Support in resolving disputes, final accounts, and contract administration in line with legal and business requirements. Contribute to and present monthly and quarterly commercial reports and forecasts to senior management. Essential Skills & Experience Proven experience working as a Senior Quantity Surveyor or an experienced Quantity Surveyor ready to step up, ideally within the housebuilding or residential development sector. Deep understanding of quantity surveying, cost control, subcontract management, and commercial reporting. Proven experience in cost planning, procurement, and contract administration. Experience managing multiple developments concurrently and working with cross-functional project teams. Establish, develop, and maintain strong working relationships with subcontractors, Registered Providers (RPs), and consultants across the East Midlands region to ensure effective collaboration and successful project delivery. Strong leadership and mentoring skills, with the ability to guide and develop junior colleagues. Excellent negotiation, analytical, and communication skills. Commercially astute with strong attention to detail and problem-solving capabilities. Proficient in relevant IT systems (ideally COINS or similar commercial management software), MS Excel, and reporting tools. Professional qualification in Quantity Surveying or a related field (HNC, HND, BSc) preferred. Member of or working towards RICS or equivalent professional body desirable. Full UK driving licence. A commitment to role model Allison Homes values Kindness, Trust, Teamwork, Passion and Performance. The benefit package for this role includes: Competitive salary. Discretionary Bonus Scheme. Car allowance (with option to join the company salary sacrifice car scheme, T&Cs apply). 25 days holiday (increasing to 27 days after two years continuous service) Pension Scheme. Group Life Assurance. Group Income Protection Scheme. Smart Health Employee Assistance Programme. Simply Health Cash Plan (opt in). Allison Homes House purchase discount scheme. To Apply If you feel you are a suitable candidate and would like to work for Allison Homes, please do not hesitate to apply. We welcome applications from people of all backgrounds and experiences and are committed to creating a workplace where everyone feels they belong. We may close this advert earlier than the stated closing date if we receive a strong response.
May 02, 2026
Full time
Senior Quantity Surveyor Location : East Midlands regional office, Castle Donington Salary: Competitive Reports to: Commercial Manager Hours : Full time, Permanent About the Role: At Allison Homes, we pride ourselves on being an award-winning private housebuilder dedicated to creating beautiful homes and communities across the Central and East of England, the East Midlands and the South West of England. Our mission is to provide affordable yet aspirational homes to our communities, ensuring that new homes are accessible and attainable for all with a quality product suitable for everyone. We are proud of our people, and collaboration and teamwork are key to everything we do. Our Values are at our heart and centre around Kindness, Trust, Teamwork, Passion and Performance. We are looking for enthusiastic individuals to help us achieve our ambitious growth plans and goals, to be part of our journey and to grow their career along with our success. In line with our ambitious growth strategy, we are seeking a Senior Quantity Surveyor to strengthen our Commercial Team in our East Midlands region. This key position will oversee cost management, procurement strategy, and overall commercial performance across our developments. You will also provide leadership and mentoring to junior colleagues while supporting strategic planning and commercial reporting initiatives across the business. Key Responsibilities Lead on cost planning, budgeting, and commercial management for a flagship development, ensuring profitability, value for money, and quality standards. Provide strategic commercial support to the Commercial Manager, contributing to the region s financial performance and long-term planning. Take ownership of subcontract procurement, including preparing tender documentation, conducting analysis, negotiating terms, and finalising appointments. Mentor and support Quantity Surveyors and Assistant Quantity Surveyors in their professional development, offering guidance and reviews. Provide commercial input during land acquisition, design development, and value engineering exercises to ensure schemes are commercially viable. Maintain budget control throughout project lifecycles, managing cost variations, forecasting, and reporting against key financial KPIs. Attend and lead regular site and commercial review meetings, supporting effective collaboration between commercial, technical, and construction teams. Attend progress meetings with third parties/clients, ensuring terms of the contract as well as financial targets are met. Analyse and evaluate subcontractor performance, participating in supplier reviews and contributing to the development of preferred supplier relationships. Ensure full compliance with internal procedures, external regulations, NHBC/LABC requirements, and industry best practices. Champion continual improvement and innovation in procurement, cost management, and commercial reporting processes. Support in resolving disputes, final accounts, and contract administration in line with legal and business requirements. Contribute to and present monthly and quarterly commercial reports and forecasts to senior management. Essential Skills & Experience Proven experience working as a Senior Quantity Surveyor or an experienced Quantity Surveyor ready to step up, ideally within the housebuilding or residential development sector. Deep understanding of quantity surveying, cost control, subcontract management, and commercial reporting. Proven experience in cost planning, procurement, and contract administration. Experience managing multiple developments concurrently and working with cross-functional project teams. Establish, develop, and maintain strong working relationships with subcontractors, Registered Providers (RPs), and consultants across the East Midlands region to ensure effective collaboration and successful project delivery. Strong leadership and mentoring skills, with the ability to guide and develop junior colleagues. Excellent negotiation, analytical, and communication skills. Commercially astute with strong attention to detail and problem-solving capabilities. Proficient in relevant IT systems (ideally COINS or similar commercial management software), MS Excel, and reporting tools. Professional qualification in Quantity Surveying or a related field (HNC, HND, BSc) preferred. Member of or working towards RICS or equivalent professional body desirable. Full UK driving licence. A commitment to role model Allison Homes values Kindness, Trust, Teamwork, Passion and Performance. The benefit package for this role includes: Competitive salary. Discretionary Bonus Scheme. Car allowance (with option to join the company salary sacrifice car scheme, T&Cs apply). 25 days holiday (increasing to 27 days after two years continuous service) Pension Scheme. Group Life Assurance. Group Income Protection Scheme. Smart Health Employee Assistance Programme. Simply Health Cash Plan (opt in). Allison Homes House purchase discount scheme. To Apply If you feel you are a suitable candidate and would like to work for Allison Homes, please do not hesitate to apply. We welcome applications from people of all backgrounds and experiences and are committed to creating a workplace where everyone feels they belong. We may close this advert earlier than the stated closing date if we receive a strong response.
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
Content below for Recruitment purposes only You've got opportunities in store. From wowing customers to nurturing colleagues, this is a role where you can make a difference - all while perfecting the skills you'll need to one day have a store of your own. As one of our Assistant Store Managers, you'll make our customers feel comfortable and your team feel right at home. Helping them to hit their targets and get up to speed on the latest tech, you'll find out how amazing it feels when a plan comes together. So, no more counting down the clock. Your future starts here. What you'll do: Lead, engage and develop your team of tech-whizzes and people pros Empower that team to reach their ambitious targets Create an environment where every customer feels at ease Support the Store Manager with the day-to-day running of the store You'll definitely: Have some experience of coaching and building capability in a team Have an ability to lead teams to strong commercial and customer results Have some experience of managing your store in your Store Managers absence Have experience of driving customer service in a sales and service environment Be self-motivated and proactive You might even: Possess an ability to set and carry out long-term plans Have established coaching and development skills What's in it for you? Exceptional career progression in Retail and to other areas of BT with our Aspire internal development programme Competitive salary The opportunity to significantly increase your earnings, depending on your store and team performance Competitive healthcare and BT share plans 50% discount on an EE mobile package (30% for Friends and Family) 25 days' holiday (pro-rata) with the opportunity to buy a further 5 days, plus your birthday off The chance to win once-in-a-lifetime all-expense-paid trips and prizes BT TV, including BT Sport and NOW Entertainment Membership About EE Empowered, challenged, supported and rewarded, our people are the key to our success. Our people keep customers happy with great service, and our network, named best in the UK, is keeping their digital lives connected. Since becoming part of the BT family, we've focused on creating an energising culture that makes EE an even better place to build a career. We're at the top of our game, and this is your chance to join us. At EE, we're creating an inclusive working environment where people from all backgrounds can succeed. Diversity makes sense for us, for our customers and for our future. We value different perspectives, skills and experiences, and welcome applications from all sections of the community. We're therefore open to considering flexible working, things like part-time hours or other flexible options. We also offer emergency time off for dependants in addition to generous maternity and paternity leave. It's our way of helping people find a job that suits them, so talk to us during the recruitment process to find out where you could fit in. This a regulated role and is subject to a bankruptcy check in addition to our regular pre employment checks.
May 02, 2026
Full time
Content below for Recruitment purposes only You've got opportunities in store. From wowing customers to nurturing colleagues, this is a role where you can make a difference - all while perfecting the skills you'll need to one day have a store of your own. As one of our Assistant Store Managers, you'll make our customers feel comfortable and your team feel right at home. Helping them to hit their targets and get up to speed on the latest tech, you'll find out how amazing it feels when a plan comes together. So, no more counting down the clock. Your future starts here. What you'll do: Lead, engage and develop your team of tech-whizzes and people pros Empower that team to reach their ambitious targets Create an environment where every customer feels at ease Support the Store Manager with the day-to-day running of the store You'll definitely: Have some experience of coaching and building capability in a team Have an ability to lead teams to strong commercial and customer results Have some experience of managing your store in your Store Managers absence Have experience of driving customer service in a sales and service environment Be self-motivated and proactive You might even: Possess an ability to set and carry out long-term plans Have established coaching and development skills What's in it for you? Exceptional career progression in Retail and to other areas of BT with our Aspire internal development programme Competitive salary The opportunity to significantly increase your earnings, depending on your store and team performance Competitive healthcare and BT share plans 50% discount on an EE mobile package (30% for Friends and Family) 25 days' holiday (pro-rata) with the opportunity to buy a further 5 days, plus your birthday off The chance to win once-in-a-lifetime all-expense-paid trips and prizes BT TV, including BT Sport and NOW Entertainment Membership About EE Empowered, challenged, supported and rewarded, our people are the key to our success. Our people keep customers happy with great service, and our network, named best in the UK, is keeping their digital lives connected. Since becoming part of the BT family, we've focused on creating an energising culture that makes EE an even better place to build a career. We're at the top of our game, and this is your chance to join us. At EE, we're creating an inclusive working environment where people from all backgrounds can succeed. Diversity makes sense for us, for our customers and for our future. We value different perspectives, skills and experiences, and welcome applications from all sections of the community. We're therefore open to considering flexible working, things like part-time hours or other flexible options. We also offer emergency time off for dependants in addition to generous maternity and paternity leave. It's our way of helping people find a job that suits them, so talk to us during the recruitment process to find out where you could fit in. This a regulated role and is subject to a bankruptcy check in addition to our regular pre employment checks.
Research and Publishing Assistant If you are keen to begin your career in educational publishing, product development or research, and you can see the big picture while keeping an eye on detail, then Oriel Square will give you the opportunity to shine. Some applicants for this role may have some research or publishing experience, and others might have none: we will invest in the candidate we expect to grow into the role. Oriel Square is an equal opportunity employer. We want to contribute to a diverse and equal workforce in educational publishing, and we encourage applications regardless of age, gender, race, sexuality or any other protected characteristic. The role The Research and Publishing Assistant will support our Communications Manager, Publishers and Programme Managers, Commissioning Editor and Directors in ensuring the smooth running of a wide portfolio of research and publishing projects, covering curriculum and ELT products and services in the UK and internationally. They will take on a wide range of research and publishing tasks, from desk research through QA of print and digital learning objects and assets, to writing reports, editing our weekly newsletter and getting involved in the detailed content and consultancy work we take on for our clients. They will work closely with the Communications Manager and colleagues in and out of house to ensure excellence in content and presentation. They will help out from time to time with administrative tasks across the company. About you An ambitious and motivated individual looking to build a career in educational policy and research or educational publishing. You should be motivated by a passion for education. About Oriel Square Oriel Square is a well-established and highly-regarded company delivering high-quality consultancy services to the commercial and charity education sector. From large-scale education course development to bespoke smaller projects, we provide analysis, insight, skill and creativity wherever it's needed in education. We're located in central Oxford, and have well-established links with the major UK-based global educational publishers, charities, awarding bodies and EdTechs across the world. You should expect this role to develop as we do. Role responsibilities Work with the team to coordinate and report on projects, and keep schedules and budgets up to date. Undertake publishing and research work across a range of content types and competencies. Manage, maintain and add to our list of contacts and relevant freelancers. Support the company in an administrative capacity from time to time. Your skills Excellent spoken and written communication skills Organised and reliable Proactive communicator with a creative streak Some experience of working in education, educational or social / public sector or policy research or in publishing, which may include work experience or employment; or demonstrable transferable skills. This job would suit a graduate, but also anyone who can demonstrate equivalent relevant skills. Development Oriel Square is active in many aspects of educational research and product development. We are looking for perceptive and creative input into these activities, and all members of staff can expect involvement as we develop. We will invest in the right candidates to make sure that you and we remain properly informed, experienced and skilled to react to change in the market and growth in our business and scope. Conditions and pay Oriel Square believes in productive hours, not long hours. This informs our 28 hour full-time policy. Full time (28 hours/4 days) £28,000 p.a. 20 days' holiday (equivalent to 5 weeks) + public holiday allowance Workplace pension Our full-time 28-hour working week Our working week is shorter than that of many employers, but we get at least as much done without sacrificing quality. We believe there are huge benefits both at work and at home from keeping to regular, focused working hours. While there will always be occasions when private life can intrude, we believe that our week makes plenty of time for regular life admin to happen outside work time. And our 28-hour week doesn't mean working less - this is a full-time job. Our offices Oriel Square has an office close to the centre of Oxford. We welcome our team to the office as many days a week as they want to work there, with an expectation of two days a week as normal practice. We expect any employee wanting to work from home to have an appropriate workspace in line with good health and safety practice and excellent, reliable wifi. We will provide a laptop as part of your role, and in the office you will have a dedicated work station including monitor and other peripherals.
May 02, 2026
Full time
Research and Publishing Assistant If you are keen to begin your career in educational publishing, product development or research, and you can see the big picture while keeping an eye on detail, then Oriel Square will give you the opportunity to shine. Some applicants for this role may have some research or publishing experience, and others might have none: we will invest in the candidate we expect to grow into the role. Oriel Square is an equal opportunity employer. We want to contribute to a diverse and equal workforce in educational publishing, and we encourage applications regardless of age, gender, race, sexuality or any other protected characteristic. The role The Research and Publishing Assistant will support our Communications Manager, Publishers and Programme Managers, Commissioning Editor and Directors in ensuring the smooth running of a wide portfolio of research and publishing projects, covering curriculum and ELT products and services in the UK and internationally. They will take on a wide range of research and publishing tasks, from desk research through QA of print and digital learning objects and assets, to writing reports, editing our weekly newsletter and getting involved in the detailed content and consultancy work we take on for our clients. They will work closely with the Communications Manager and colleagues in and out of house to ensure excellence in content and presentation. They will help out from time to time with administrative tasks across the company. About you An ambitious and motivated individual looking to build a career in educational policy and research or educational publishing. You should be motivated by a passion for education. About Oriel Square Oriel Square is a well-established and highly-regarded company delivering high-quality consultancy services to the commercial and charity education sector. From large-scale education course development to bespoke smaller projects, we provide analysis, insight, skill and creativity wherever it's needed in education. We're located in central Oxford, and have well-established links with the major UK-based global educational publishers, charities, awarding bodies and EdTechs across the world. You should expect this role to develop as we do. Role responsibilities Work with the team to coordinate and report on projects, and keep schedules and budgets up to date. Undertake publishing and research work across a range of content types and competencies. Manage, maintain and add to our list of contacts and relevant freelancers. Support the company in an administrative capacity from time to time. Your skills Excellent spoken and written communication skills Organised and reliable Proactive communicator with a creative streak Some experience of working in education, educational or social / public sector or policy research or in publishing, which may include work experience or employment; or demonstrable transferable skills. This job would suit a graduate, but also anyone who can demonstrate equivalent relevant skills. Development Oriel Square is active in many aspects of educational research and product development. We are looking for perceptive and creative input into these activities, and all members of staff can expect involvement as we develop. We will invest in the right candidates to make sure that you and we remain properly informed, experienced and skilled to react to change in the market and growth in our business and scope. Conditions and pay Oriel Square believes in productive hours, not long hours. This informs our 28 hour full-time policy. Full time (28 hours/4 days) £28,000 p.a. 20 days' holiday (equivalent to 5 weeks) + public holiday allowance Workplace pension Our full-time 28-hour working week Our working week is shorter than that of many employers, but we get at least as much done without sacrificing quality. We believe there are huge benefits both at work and at home from keeping to regular, focused working hours. While there will always be occasions when private life can intrude, we believe that our week makes plenty of time for regular life admin to happen outside work time. And our 28-hour week doesn't mean working less - this is a full-time job. Our offices Oriel Square has an office close to the centre of Oxford. We welcome our team to the office as many days a week as they want to work there, with an expectation of two days a week as normal practice. We expect any employee wanting to work from home to have an appropriate workspace in line with good health and safety practice and excellent, reliable wifi. We will provide a laptop as part of your role, and in the office you will have a dedicated work station including monitor and other peripherals.
We're looking for an inspirational people person to join us as a Assistant Shop Manager in our St John's Wood shop. This is an exciting opportunity, and we'd like you to join us to help raise vital funds for homeless and badly housed people. You will work closely with the Shop Manager to ensure the shop looks welcoming, visually appealing and the team of volunteers are motivated and keen to engage with customers and maximise sales. About the role You will assist the Shop Manager in the recruitment, support and development of a strong community focused shop team and empower them to maximise Shelter's income. Representing Shelter in your local community, ensuring that you and your team share your knowledge of Shelter's cause with customers, volunteers, donors and potential Shelter clients will also be important aspects of the role. You will always ensure a safe, clean, bright and happy environment for your team to work in and for your customers to shop in, in turn attracting potential donors and volunteers. About you You are a naturally energetic person with an enthusiasm for managing and empowering people. You know how to recruit and develop a team of volunteers, and your extraordinary motivational skills will enable you to inspire your team to increase sales and control costs. Above all, you are ready to take on a new challenge and have a keen interest in Shelter's cause. Apply to be part of our team and be the change you want to see in society. Benefits We offer a wide range of benefits, including 30 days of annual leave, enhanced family friendly policies, pension and interest free travel loans. Our employees also have access to a tenancy deposit loan, payroll giving, cycle to work scheme and an employee assistance programme. Shelter helps millions of people every year struggling with bad housing or homelessness through our advice, support and legal services. And we campaign to make sure that, one day, no one will have to turn to us for help. We re here so no one has to fight bad housing or homelessness on their own. We are happy to talk about flexible working, personal growth, and to promote a workplace where you can be yourself and achieve success based only on your merit. How to Apply Please click Apply for Job below. You are required to submit a work history and a supporting statement. Please provide specific examples of how you meet the criteria in the 'About you' section of this advert, following the STAR format, and ensure you demonstrate how you address the behaviours below throughout your responses: We prioritise diversity and have an inclusive and open mindset Any applications submitted without a supporting statement will not be considered About Shelter Home is a human right. It s our foundation and where we thrive. Yet everyday millions of people are being devastated by the housing emergency. We exist to defend the right to a safe home. Because home is everything, We need ambitious, passionate people to join us. This is your chance to play a part in the fundamental change we are striving to achieve. Our enemy is the social injustice at the core of the escalating housing emergency. To win this fight, we must be representative of the people we are here to help and those who support our movement. In all our people decisions, we take pride in being inclusive, equitable and transparent. We are committed to combating racism both within and outside Shelter. We welcome you on our journey to becoming truly anti-racist. Safeguarding statement Safeguarding is everyone's business. Shelter is committed to protecting the health, wellbeing and human rights of those we support, and enabling them to live free from harm, abuse and neglect. All our staff will be expected to observe professional standards of behaviour and conduct their work in line with our Safeguarding Policies. Shelter does not accept unsolicited CVs from external recruitment agencies nor accept the fees associated with them.
May 02, 2026
Full time
We're looking for an inspirational people person to join us as a Assistant Shop Manager in our St John's Wood shop. This is an exciting opportunity, and we'd like you to join us to help raise vital funds for homeless and badly housed people. You will work closely with the Shop Manager to ensure the shop looks welcoming, visually appealing and the team of volunteers are motivated and keen to engage with customers and maximise sales. About the role You will assist the Shop Manager in the recruitment, support and development of a strong community focused shop team and empower them to maximise Shelter's income. Representing Shelter in your local community, ensuring that you and your team share your knowledge of Shelter's cause with customers, volunteers, donors and potential Shelter clients will also be important aspects of the role. You will always ensure a safe, clean, bright and happy environment for your team to work in and for your customers to shop in, in turn attracting potential donors and volunteers. About you You are a naturally energetic person with an enthusiasm for managing and empowering people. You know how to recruit and develop a team of volunteers, and your extraordinary motivational skills will enable you to inspire your team to increase sales and control costs. Above all, you are ready to take on a new challenge and have a keen interest in Shelter's cause. Apply to be part of our team and be the change you want to see in society. Benefits We offer a wide range of benefits, including 30 days of annual leave, enhanced family friendly policies, pension and interest free travel loans. Our employees also have access to a tenancy deposit loan, payroll giving, cycle to work scheme and an employee assistance programme. Shelter helps millions of people every year struggling with bad housing or homelessness through our advice, support and legal services. And we campaign to make sure that, one day, no one will have to turn to us for help. We re here so no one has to fight bad housing or homelessness on their own. We are happy to talk about flexible working, personal growth, and to promote a workplace where you can be yourself and achieve success based only on your merit. How to Apply Please click Apply for Job below. You are required to submit a work history and a supporting statement. Please provide specific examples of how you meet the criteria in the 'About you' section of this advert, following the STAR format, and ensure you demonstrate how you address the behaviours below throughout your responses: We prioritise diversity and have an inclusive and open mindset Any applications submitted without a supporting statement will not be considered About Shelter Home is a human right. It s our foundation and where we thrive. Yet everyday millions of people are being devastated by the housing emergency. We exist to defend the right to a safe home. Because home is everything, We need ambitious, passionate people to join us. This is your chance to play a part in the fundamental change we are striving to achieve. Our enemy is the social injustice at the core of the escalating housing emergency. To win this fight, we must be representative of the people we are here to help and those who support our movement. In all our people decisions, we take pride in being inclusive, equitable and transparent. We are committed to combating racism both within and outside Shelter. We welcome you on our journey to becoming truly anti-racist. Safeguarding statement Safeguarding is everyone's business. Shelter is committed to protecting the health, wellbeing and human rights of those we support, and enabling them to live free from harm, abuse and neglect. All our staff will be expected to observe professional standards of behaviour and conduct their work in line with our Safeguarding Policies. Shelter does not accept unsolicited CVs from external recruitment agencies nor accept the fees associated with them.
Content below for Recruitment purposes only You've got opportunities in store. From wowing customers to nurturing colleagues, this is a role where you can make a difference - all while perfecting the skills you'll need to one day have a store of your own. As one of our Assistant Store Managers, you'll make our customers feel comfortable and your team feel right at home. Helping them to hit their targets and get up to speed on the latest tech, you'll find out how amazing it feels when a plan comes together. So, no more counting down the clock. Your future starts here. What you'll do: Lead, engage and develop your team of tech-whizzes and people pros Empower that team to reach their ambitious targets Create an environment where every customer feels at ease Support the Store Manager with the day-to-day running of the store You'll definitely: Have some experience of coaching and building capability in a team Have an ability to lead teams to strong commercial and customer results Have some experience of managing your store in your Store Managers absence Have experience of driving customer service in a sales and service environment Be self-motivated and proactive You might even: Possess an ability to set and carry out long-term plans Have established coaching and development skills What's in it for you? Exceptional career progression in Retail and to other areas of BT with our Aspire internal development programme Competitive salary The opportunity to significantly increase your earnings, depending on your store and team performance Competitive healthcare and BT share plans 50% discount on an EE mobile package (30% for Friends and Family) 25 days' holiday (pro-rata) with the opportunity to buy a further 5 days, plus your birthday off The chance to win once-in-a-lifetime all-expense-paid trips and prizes BT TV, including BT Sport and NOW Entertainment Membership About EE Empowered, challenged, supported and rewarded, our people are the key to our success. Our people keep customers happy with great service, and our network, named best in the UK, is keeping their digital lives connected. Since becoming part of the BT family, we've focused on creating an energising culture that makes EE an even better place to build a career. We're at the top of our game, and this is your chance to join us. At EE, we're creating an inclusive working environment where people from all backgrounds can succeed. Diversity makes sense for us, for our customers and for our future. We value different perspectives, skills and experiences, and welcome applications from all sections of the community. We're therefore open to considering flexible working, things like part-time hours or other flexible options. We also offer emergency time off for dependants in addition to generous maternity and paternity leave. It's our way of helping people find a job that suits them, so talk to us during the recruitment process to find out where you could fit in. This a regulated role and is subject to a bankruptcy check in addition to our regular pre employment checks.
May 02, 2026
Full time
Content below for Recruitment purposes only You've got opportunities in store. From wowing customers to nurturing colleagues, this is a role where you can make a difference - all while perfecting the skills you'll need to one day have a store of your own. As one of our Assistant Store Managers, you'll make our customers feel comfortable and your team feel right at home. Helping them to hit their targets and get up to speed on the latest tech, you'll find out how amazing it feels when a plan comes together. So, no more counting down the clock. Your future starts here. What you'll do: Lead, engage and develop your team of tech-whizzes and people pros Empower that team to reach their ambitious targets Create an environment where every customer feels at ease Support the Store Manager with the day-to-day running of the store You'll definitely: Have some experience of coaching and building capability in a team Have an ability to lead teams to strong commercial and customer results Have some experience of managing your store in your Store Managers absence Have experience of driving customer service in a sales and service environment Be self-motivated and proactive You might even: Possess an ability to set and carry out long-term plans Have established coaching and development skills What's in it for you? Exceptional career progression in Retail and to other areas of BT with our Aspire internal development programme Competitive salary The opportunity to significantly increase your earnings, depending on your store and team performance Competitive healthcare and BT share plans 50% discount on an EE mobile package (30% for Friends and Family) 25 days' holiday (pro-rata) with the opportunity to buy a further 5 days, plus your birthday off The chance to win once-in-a-lifetime all-expense-paid trips and prizes BT TV, including BT Sport and NOW Entertainment Membership About EE Empowered, challenged, supported and rewarded, our people are the key to our success. Our people keep customers happy with great service, and our network, named best in the UK, is keeping their digital lives connected. Since becoming part of the BT family, we've focused on creating an energising culture that makes EE an even better place to build a career. We're at the top of our game, and this is your chance to join us. At EE, we're creating an inclusive working environment where people from all backgrounds can succeed. Diversity makes sense for us, for our customers and for our future. We value different perspectives, skills and experiences, and welcome applications from all sections of the community. We're therefore open to considering flexible working, things like part-time hours or other flexible options. We also offer emergency time off for dependants in addition to generous maternity and paternity leave. It's our way of helping people find a job that suits them, so talk to us during the recruitment process to find out where you could fit in. This a regulated role and is subject to a bankruptcy check in addition to our regular pre employment checks.
Role Overview We are seeking a meticulous and driven Assistant Site Manager / Finishing Foreman for a high-quality timber frame residential development in Sudbury . The successful candidate will take full ownership of residential plots starting from the 1st fix stage through to final handover , ensuring every home meets our exacting standards of finish and safety. Key Responsibilities Quality Control: Manage and oversee all internal finishing trades (joinery, plastering, painting, tiling, etc.) to ensure a snag-free delivery. Program Management: Drive the schedule to ensure plots are delivered on time for CML (Council of Mortgage Lenders) inspections and completions. Health & Safety: Maintain a safe working environment and ensure all subcontractors adhere to site-specific safety protocols. Snagging: Conduct rigorous "pre-snag" inspections and manage the timely closing out of all identified issues. Handover: Liaise with the Site Manager and Customer Care teams to ensure a seamless transition for the new homeowners. Required Experience & Skills Sector Expertise: Proven experience as a Finishing Foreman or Assistant Site Manager on timber frame residential projects. Trade Background: A background in a finishing trade (e.g., Carpentry or Painting) is highly desirable. Technical Knowledge: Deep understanding of the transition from 2nd fix to finals. Soft Skills: Strong communication skills to manage subcontractors effectively and a "thick skin" for maintaining high standards. Qualifications: Valid CSCS Card. First Aid at Work. SSSTS or SMSTS. Project Details Location: Sudbury. Build Type: Timber Frame. Duration: 6-12 months Randstad CPE values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application. Candidates must be eligible to live and work in the UK. For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.
May 02, 2026
Contractor
Role Overview We are seeking a meticulous and driven Assistant Site Manager / Finishing Foreman for a high-quality timber frame residential development in Sudbury . The successful candidate will take full ownership of residential plots starting from the 1st fix stage through to final handover , ensuring every home meets our exacting standards of finish and safety. Key Responsibilities Quality Control: Manage and oversee all internal finishing trades (joinery, plastering, painting, tiling, etc.) to ensure a snag-free delivery. Program Management: Drive the schedule to ensure plots are delivered on time for CML (Council of Mortgage Lenders) inspections and completions. Health & Safety: Maintain a safe working environment and ensure all subcontractors adhere to site-specific safety protocols. Snagging: Conduct rigorous "pre-snag" inspections and manage the timely closing out of all identified issues. Handover: Liaise with the Site Manager and Customer Care teams to ensure a seamless transition for the new homeowners. Required Experience & Skills Sector Expertise: Proven experience as a Finishing Foreman or Assistant Site Manager on timber frame residential projects. Trade Background: A background in a finishing trade (e.g., Carpentry or Painting) is highly desirable. Technical Knowledge: Deep understanding of the transition from 2nd fix to finals. Soft Skills: Strong communication skills to manage subcontractors effectively and a "thick skin" for maintaining high standards. Qualifications: Valid CSCS Card. First Aid at Work. SSSTS or SMSTS. Project Details Location: Sudbury. Build Type: Timber Frame. Duration: 6-12 months Randstad CPE values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application. Candidates must be eligible to live and work in the UK. For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.
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
Adara is where work meets fun. Sure, work can be dull sometimes - but not here. We keep things lively with plenty of laughs along the way. Don t get us wrong - we work hard, but we have a blast doing it. At Adara, we believe great design starts with great people. That s why we foster a culture where creativity is celebrated, innovation is embraced, and career growth is a priority. If you re looking for a workplace as forward-thinking as the designs we create where no two days are the same and problem-solving is part of the everyday then you belong at Adara. You ll be a perfect match if you: Thrive in a fast-paced, dynamic environment Are a proactive multitasker who loves making things happen Want to be part of a collaborative, supportive team where your ideas truly matter You get things done - independently The Role at a Glance: Client Projects Coordinator North London Mill Hill Office Based Minimum 2 Day Per Week / Hybrid Working £30,000 - £35,000 Full Time - Permanent Hours: 37.5 Hours Per Week, Monday - Friday, 9am - 5pm Culture: Trust, Respect, Shared Success, laugh a lot, Work a lot Company: A forward-thinking architecture and planning firm Your Background / Skills: Administration, Coordination, Client Support, Customer Service, Stakeholder Management Skills: Friendly. Great Time management. Organised. Customer focussed. Excellent English oral and written communication. About us: The home of amazing architecture. Adara is a dynamic architectural and planning practice based in London, specializing in high-quality residential projects with select commercial work - we work on some really fun projects. Founded in 2018, our team brings over 20 years of combined experience in planning and design, offering expert guidance to bring our clients' visions to life. We don t just design homes we redefine them. With a perfect blend of planning expertise and creative vision, we push the boundaries of modern architecture to create spaces that are as functional as they are stunning. Our team is made up of innovators, problem-solvers, and passionate designers who thrive on collaboration and fresh ideas. At Adara, we are more than just architects and planners; we are a team driven by passion, collaboration, and excellence. We cultivate a culture of trust, respect, and shared success, where every team member plays a vital role in shaping the future of our practice. We prioritise quality over quantity, carefully selecting projects that inspire us challenging yet rewarding designs that push boundaries and spark creativity. If you're looking to be part of a forward-thinking, supportive, and talented team, then look no further! The Opportunity: We are looking for a highly organised and proactive Client Projects Coordinator / Administrator to join our London-based team. This role is central to keeping our projects moving ensuring smooth communication between clients, architects, planners, and external stakeholders, while managing the day-to-day administration that underpins our success. As the key point of contact for clients, you ll keep them updated on progress, handle queries with professionalism, and provide clear, timely updates. You ll also manage the administrative side of projects from preparing and sending fee proposals, supporting planners with applications, and processing invoices, to maintaining accurate records and keeping deadlines on track using our CRM systems. Once fully trained, you ll enjoy the flexibility of hybrid working (minimum one day per week in the office) while remaining an integral part of our collaborative team. You ll also play an active role in building client relationships handling new enquiries, setting up proposals, dispatching documents, and ensuring smooth onboarding. With over 100 live projects on the go, no two days are ever the same and there s always something exciting to coordinate. Other tasks include: • Generating and issuing invoices; tracking payments • Managing banking and financial transactions • Submitting online applications • Client communication and updates • Vendor coordination and client support • Invoice tracking and follow-ups • Internal project coordination • Scheduling and call coordination • Documenting processes and workflows • Maintaining centralised knowledge sharing & CRM About you: • 3-5 years of demonstrable office-based experience in a fast-paced environment, showcasing strong administrative and coordination skills • Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) with the ability to efficiently manage documents, spreadsheets, and communications • Excellent command of English (both written and spoken) with advanced communication skills to convey information clearly and professionally • Exceptional written and verbal communication skills, ensuring clarity and professionalism in client interactions and internal coordination • Strong attention to detail and accuracy, with a critical eye for reviewing documents, invoices, and correspondence • Excellent interpersonal and relationship-building skills, with a client-focused approach to maintaining strong connections with key clients and service users • Ability to work effectively under pressure, managing multiple tasks and deadlines in a dynamic environment • Team player with a proactive mindset, capable of working collaboratively while also taking initiative and handling responsibilities independently • No prior experience in planning or architecture is required, but a background or interest in the field is a plus Sounds like a good fit? Apply here for a fast-track path to our amazing Founder Dominic. Your Experience / Background / Previous Roles May Include: Administrator, Coordinator, Customer Service, Customer Support, Client Support, Client Success, Office Manager, Team Administrator, Team Coordinator, EA, PA, Executive Assistant, Personal Assistant, Architect Team Assistant. 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 01, 2026
Full time
Adara is where work meets fun. Sure, work can be dull sometimes - but not here. We keep things lively with plenty of laughs along the way. Don t get us wrong - we work hard, but we have a blast doing it. At Adara, we believe great design starts with great people. That s why we foster a culture where creativity is celebrated, innovation is embraced, and career growth is a priority. If you re looking for a workplace as forward-thinking as the designs we create where no two days are the same and problem-solving is part of the everyday then you belong at Adara. You ll be a perfect match if you: Thrive in a fast-paced, dynamic environment Are a proactive multitasker who loves making things happen Want to be part of a collaborative, supportive team where your ideas truly matter You get things done - independently The Role at a Glance: Client Projects Coordinator North London Mill Hill Office Based Minimum 2 Day Per Week / Hybrid Working £30,000 - £35,000 Full Time - Permanent Hours: 37.5 Hours Per Week, Monday - Friday, 9am - 5pm Culture: Trust, Respect, Shared Success, laugh a lot, Work a lot Company: A forward-thinking architecture and planning firm Your Background / Skills: Administration, Coordination, Client Support, Customer Service, Stakeholder Management Skills: Friendly. Great Time management. Organised. Customer focussed. Excellent English oral and written communication. About us: The home of amazing architecture. Adara is a dynamic architectural and planning practice based in London, specializing in high-quality residential projects with select commercial work - we work on some really fun projects. Founded in 2018, our team brings over 20 years of combined experience in planning and design, offering expert guidance to bring our clients' visions to life. We don t just design homes we redefine them. With a perfect blend of planning expertise and creative vision, we push the boundaries of modern architecture to create spaces that are as functional as they are stunning. Our team is made up of innovators, problem-solvers, and passionate designers who thrive on collaboration and fresh ideas. At Adara, we are more than just architects and planners; we are a team driven by passion, collaboration, and excellence. We cultivate a culture of trust, respect, and shared success, where every team member plays a vital role in shaping the future of our practice. We prioritise quality over quantity, carefully selecting projects that inspire us challenging yet rewarding designs that push boundaries and spark creativity. If you're looking to be part of a forward-thinking, supportive, and talented team, then look no further! The Opportunity: We are looking for a highly organised and proactive Client Projects Coordinator / Administrator to join our London-based team. This role is central to keeping our projects moving ensuring smooth communication between clients, architects, planners, and external stakeholders, while managing the day-to-day administration that underpins our success. As the key point of contact for clients, you ll keep them updated on progress, handle queries with professionalism, and provide clear, timely updates. You ll also manage the administrative side of projects from preparing and sending fee proposals, supporting planners with applications, and processing invoices, to maintaining accurate records and keeping deadlines on track using our CRM systems. Once fully trained, you ll enjoy the flexibility of hybrid working (minimum one day per week in the office) while remaining an integral part of our collaborative team. You ll also play an active role in building client relationships handling new enquiries, setting up proposals, dispatching documents, and ensuring smooth onboarding. With over 100 live projects on the go, no two days are ever the same and there s always something exciting to coordinate. Other tasks include: • Generating and issuing invoices; tracking payments • Managing banking and financial transactions • Submitting online applications • Client communication and updates • Vendor coordination and client support • Invoice tracking and follow-ups • Internal project coordination • Scheduling and call coordination • Documenting processes and workflows • Maintaining centralised knowledge sharing & CRM About you: • 3-5 years of demonstrable office-based experience in a fast-paced environment, showcasing strong administrative and coordination skills • Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) with the ability to efficiently manage documents, spreadsheets, and communications • Excellent command of English (both written and spoken) with advanced communication skills to convey information clearly and professionally • Exceptional written and verbal communication skills, ensuring clarity and professionalism in client interactions and internal coordination • Strong attention to detail and accuracy, with a critical eye for reviewing documents, invoices, and correspondence • Excellent interpersonal and relationship-building skills, with a client-focused approach to maintaining strong connections with key clients and service users • Ability to work effectively under pressure, managing multiple tasks and deadlines in a dynamic environment • Team player with a proactive mindset, capable of working collaboratively while also taking initiative and handling responsibilities independently • No prior experience in planning or architecture is required, but a background or interest in the field is a plus Sounds like a good fit? Apply here for a fast-track path to our amazing Founder Dominic. Your Experience / Background / Previous Roles May Include: Administrator, Coordinator, Customer Service, Customer Support, Client Support, Client Success, Office Manager, Team Administrator, Team Coordinator, EA, PA, Executive Assistant, Personal Assistant, Architect Team Assistant. 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 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
Showroom Manager (Full-Time) & Showroom Assistant (Part-Time) Location: Hillers Garden Centre, Fairford Road, Lechlade, GL7 3DP Working Patterns We are hiring for two positions to cover our 7-day showroom operation: Full-Time Showroom Manager Wednesday Saturday: 9:00 AM 5:30 PM Sunday: 10:30 AM 4:30 PM Part-Time Showroom Assistant Monday: 9:00 AM 5:30 PM Tuesday: 9:00 AM 5:30 PM About Us TWC Home Improvements is a growing home improvement company specialising in high-quality windows, doors, and living spaces. We pride ourselves on delivering excellent customer service and helping homeowners transform their properties with stylish, energy-efficient solutions. The Roles We are looking for friendly, approachable, and well-presented individuals to run and support our showroom at Hillers Garden Centre. You will be the first point of contact for visitors creating a welcoming, relaxed environment while identifying opportunities to engage customers and generate leads for our sales team. This is about people skills and timing, not pushy selling. Key Responsibilities Managing and supporting the day-to-day running of the showroom Welcoming and engaging customers Providing guidance on products Booking qualified appointments for the sales team Maintaining a clean, professional showroom Working towards lead-generation targets About You Friendly, confident, and approachable Smart and professional in presentation Good at reading customers and knowing when to engage Motivated by targets and results Customer-facing experience is helpful but not essential Willing to learn and build product knowledge What We Offer Competitive salary (pro rata for part-time) Bonus scheme based on performance Full training provided A supportive and growing company Consistent, structured working days Opportunity to grow within the business Apply Now If you enjoy working with people and want to be part of a growing business, we d love to hear from you. Please send your CV along with a short introduction and confirm whether you are applying for: Full-Time (Wed Sun) Part-Time (Mon Tues) Equals One is an advertising and recruitment agency working on behalf of our client to promote this vacancy. You may be contacted directly by the employer should they wish to progress your application. Due to the number of applications we receive, we are unable to provide specific feedback if your application is unsuccessful.
May 01, 2026
Full time
Showroom Manager (Full-Time) & Showroom Assistant (Part-Time) Location: Hillers Garden Centre, Fairford Road, Lechlade, GL7 3DP Working Patterns We are hiring for two positions to cover our 7-day showroom operation: Full-Time Showroom Manager Wednesday Saturday: 9:00 AM 5:30 PM Sunday: 10:30 AM 4:30 PM Part-Time Showroom Assistant Monday: 9:00 AM 5:30 PM Tuesday: 9:00 AM 5:30 PM About Us TWC Home Improvements is a growing home improvement company specialising in high-quality windows, doors, and living spaces. We pride ourselves on delivering excellent customer service and helping homeowners transform their properties with stylish, energy-efficient solutions. The Roles We are looking for friendly, approachable, and well-presented individuals to run and support our showroom at Hillers Garden Centre. You will be the first point of contact for visitors creating a welcoming, relaxed environment while identifying opportunities to engage customers and generate leads for our sales team. This is about people skills and timing, not pushy selling. Key Responsibilities Managing and supporting the day-to-day running of the showroom Welcoming and engaging customers Providing guidance on products Booking qualified appointments for the sales team Maintaining a clean, professional showroom Working towards lead-generation targets About You Friendly, confident, and approachable Smart and professional in presentation Good at reading customers and knowing when to engage Motivated by targets and results Customer-facing experience is helpful but not essential Willing to learn and build product knowledge What We Offer Competitive salary (pro rata for part-time) Bonus scheme based on performance Full training provided A supportive and growing company Consistent, structured working days Opportunity to grow within the business Apply Now If you enjoy working with people and want to be part of a growing business, we d love to hear from you. Please send your CV along with a short introduction and confirm whether you are applying for: Full-Time (Wed Sun) Part-Time (Mon Tues) Equals One is an advertising and recruitment agency working on behalf of our client to promote this vacancy. You may be contacted directly by the employer should they wish to progress your application. Due to the number of applications we receive, we are unable to provide specific feedback if your application is unsuccessful.
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
