About the Role: We are seeking an experienced Electrical Supervisor to oversee works on a residential construction project. This role requires a strong leader with hands on supervisory experience and a solid background in Quality Assurance (QA). You will be responsible for ensuring electrical installations are delivered safely, on time, and to the highest quality standards. Key Responsibilities: Supervise and coordinate electrical operatives and subcontractors on site Ensure all electrical works are carried out in compliance with current regulations and project specifications Implement and maintain QA procedures, including inspections, test plans, and documentation Conduct regular quality checks and audits to ensure high standards are met Liaise with project managers, site managers, and other trades to ensure smooth workflow Review drawings, specifications, and method statements to ensure accuracy and compliance Identify and resolve technical issues in a timely manner Maintain site records, including progress reports, QA documentation, and health & safety records Ensure adherence to health & safety policies and promote a safe working environment Requirements: Proven experience as an Electrical Supervisor on residential projects Strong knowledge of electrical systems, installations, and regulations (e.g., BS 7671) Demonstrable experience in Quality Assurance / Quality Control processes Relevant electrical qualifications (e.g., NVQ Level 3, City & Guilds, or equivalent) SSSTS or SMSTS certification preferred ECS/CSCS card (or equivalent) Strong leadership and communication skills Ability to read and interpret technical drawings and specifications Detail oriented with a proactive approach to problem solving To Apply Please up load your up to date CV to apply for the Electrical Supervisor position.
May 01, 2026
Contractor
About the Role: We are seeking an experienced Electrical Supervisor to oversee works on a residential construction project. This role requires a strong leader with hands on supervisory experience and a solid background in Quality Assurance (QA). You will be responsible for ensuring electrical installations are delivered safely, on time, and to the highest quality standards. Key Responsibilities: Supervise and coordinate electrical operatives and subcontractors on site Ensure all electrical works are carried out in compliance with current regulations and project specifications Implement and maintain QA procedures, including inspections, test plans, and documentation Conduct regular quality checks and audits to ensure high standards are met Liaise with project managers, site managers, and other trades to ensure smooth workflow Review drawings, specifications, and method statements to ensure accuracy and compliance Identify and resolve technical issues in a timely manner Maintain site records, including progress reports, QA documentation, and health & safety records Ensure adherence to health & safety policies and promote a safe working environment Requirements: Proven experience as an Electrical Supervisor on residential projects Strong knowledge of electrical systems, installations, and regulations (e.g., BS 7671) Demonstrable experience in Quality Assurance / Quality Control processes Relevant electrical qualifications (e.g., NVQ Level 3, City & Guilds, or equivalent) SSSTS or SMSTS certification preferred ECS/CSCS card (or equivalent) Strong leadership and communication skills Ability to read and interpret technical drawings and specifications Detail oriented with a proactive approach to problem solving To Apply Please up load your up to date CV to apply for the Electrical Supervisor position.
NEW VACANCY! (PK9264) QUALITY MANAGER - FOOD OR PACKAGING BACKGROUND Commutable from; Derbyshire, Cheshire, Staffordshire, Greater Manchester, Yorkshire For Full Location details please get in touch! UPTO 50K (DOE) + 24 Days Holiday + Bank Holiday + Christmas Close Down + Bonus + Company Sick Pay Scheme + Benefits Hours: Monday - Friday 8:30am - 4:30pm My client is a leading packaging manufacturer producing high-quality flexible packaging products to the food, beverage and household sectors. They are currently recruiting a Quality Manager to join their team. The chosen candidate will have experience in BRC & ISO9001 and come from a food / food manufacturing or packaging background Role / Responsibilities: Ensure compliance with specific external and internal standards including BRC, ISO 9001, 14001 and A2 permit. Specifically manage and improve procedures, documentation & auditing of the quality management system. Work closely with operational and technical colleagues to ensure understanding and responsibilities. Understand the needs and expectations of customers regarding product quality, ensuring these expectations are a core part of the quality management system. Ensure the internal audit schedule is kept fully updated and all recommendations and NCR's are relayed back to the relevant business areas, actioned and closed off accordingly. Ensure the site is always at 'Audit Ready' status. Effectively investigate and process customer complaints, managing the process for any corrective and preventative action. Develop and maintain quality assurance metrics and reporting for both internal and external purposes including complaints, internal NCR's, in-house rejects, customer returns and cost of all errors and waste. Together with Line Managers, identify training needs to meet quality requirements and deliver internal training where appropriate. Regularly communicate with Operations regarding quality issues, attending daily operations meetings to report any relevant Quality issues. Help develop a culture of compliance, quality and continuous improvement across the site. Deliver site Quality induction to all new employees. Continuously develop own knowledge on best practice, networking with colleagues at other sites and by keeping abreast of industry and legislative developments. Lead and develop Quality team members, ensuring individuals have the appropriate level of support, 1:1's and training to enable them to perform effectively. Ensure team members receive regular feedback and that all performance appraisals and development plans are up to date. Skills/qualifications/training Must have experience of working in the food industry, audit experience and BRC Fully qualified BSI Lead Auditor Competent user of MS Office, in particular Word, Excel, PowerPoint & Outlook Experience of ERP systems, preferably EFI Radius and SAP Extensive experience of developing and managing quality systems and audit processes with previous experience of BRC, ISO & food safety standards Proven ability to implement process improvement initiatives Strong knowledge of operational/production KPIS previous experience of line managing or supervising teams
May 01, 2026
Full time
NEW VACANCY! (PK9264) QUALITY MANAGER - FOOD OR PACKAGING BACKGROUND Commutable from; Derbyshire, Cheshire, Staffordshire, Greater Manchester, Yorkshire For Full Location details please get in touch! UPTO 50K (DOE) + 24 Days Holiday + Bank Holiday + Christmas Close Down + Bonus + Company Sick Pay Scheme + Benefits Hours: Monday - Friday 8:30am - 4:30pm My client is a leading packaging manufacturer producing high-quality flexible packaging products to the food, beverage and household sectors. They are currently recruiting a Quality Manager to join their team. The chosen candidate will have experience in BRC & ISO9001 and come from a food / food manufacturing or packaging background Role / Responsibilities: Ensure compliance with specific external and internal standards including BRC, ISO 9001, 14001 and A2 permit. Specifically manage and improve procedures, documentation & auditing of the quality management system. Work closely with operational and technical colleagues to ensure understanding and responsibilities. Understand the needs and expectations of customers regarding product quality, ensuring these expectations are a core part of the quality management system. Ensure the internal audit schedule is kept fully updated and all recommendations and NCR's are relayed back to the relevant business areas, actioned and closed off accordingly. Ensure the site is always at 'Audit Ready' status. Effectively investigate and process customer complaints, managing the process for any corrective and preventative action. Develop and maintain quality assurance metrics and reporting for both internal and external purposes including complaints, internal NCR's, in-house rejects, customer returns and cost of all errors and waste. Together with Line Managers, identify training needs to meet quality requirements and deliver internal training where appropriate. Regularly communicate with Operations regarding quality issues, attending daily operations meetings to report any relevant Quality issues. Help develop a culture of compliance, quality and continuous improvement across the site. Deliver site Quality induction to all new employees. Continuously develop own knowledge on best practice, networking with colleagues at other sites and by keeping abreast of industry and legislative developments. Lead and develop Quality team members, ensuring individuals have the appropriate level of support, 1:1's and training to enable them to perform effectively. Ensure team members receive regular feedback and that all performance appraisals and development plans are up to date. Skills/qualifications/training Must have experience of working in the food industry, audit experience and BRC Fully qualified BSI Lead Auditor Competent user of MS Office, in particular Word, Excel, PowerPoint & Outlook Experience of ERP systems, preferably EFI Radius and SAP Extensive experience of developing and managing quality systems and audit processes with previous experience of BRC, ISO & food safety standards Proven ability to implement process improvement initiatives Strong knowledge of operational/production KPIS previous experience of line managing or supervising teams
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
May 01, 2026
Full time
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
May 01, 2026
Full time
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
May 01, 2026
Full time
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
May 01, 2026
Full time
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
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
Elvet Recruitment are recruiting for an experienced Site Agent / Site Manager on behalf of a civil engineering main contractor to work on projects across West Yorkshire This large main contractor have been established over 50 years and are a well-known contractor in North of England. They've developed a strong name in Yorkshire having undergone significant regional growth in recent years, they now need a Site Agent to join them. 5 new sites to start shortly in West Yorkshire alongside ongoing work and a full order book for 2026 & most of 2027. Looking like it's going to be a very busy couple of years for them! Projects: highways, s278 works, deep drainage, public realm / streetworks, flood defence, bridges / structures etc. General Civil Engineering works. Projects 5m- 15m. Please note: all work is regional, they aim to keep staff within 1 hour of home where possible. Responsibilities as Agent / Manager: Manage project at all setup & site stages Writing & updating site documentation Cost control with QS Attend & hold meetings on sites with stakeholders Temporary Works management Management of sub-contractors Project & progress reports H&S file updates & audits on site Coordination of site team: General Foremen & Site Engineers Keeping site file up to date regularly Experience required: Candidates must have proven experience at Site Manager / Site Agent level with a principal contractor on Civil Engineering / Highways projects (values 5m+) Site Engineer background is advantageous Basic knowledge of contract changes, NEC3 / NEC4 desired Industry related qualification is beneficial (HNC/HND or Degree) Must hold: SMSTS, CSCS, First Aid and Full Driver's License Remuneration: A salary of up to 62,000 (dependent upon experience) plus: Company vehicle or circa. 7k per annum allowance Fuel card for business milage incl. personal mileage compensation 28 days + stat annual leave Up to 9% pension contribution Medical care Discretionary bonus And more For more info contact Andy Gray at Elvet Recruitment.
May 01, 2026
Full time
Elvet Recruitment are recruiting for an experienced Site Agent / Site Manager on behalf of a civil engineering main contractor to work on projects across West Yorkshire This large main contractor have been established over 50 years and are a well-known contractor in North of England. They've developed a strong name in Yorkshire having undergone significant regional growth in recent years, they now need a Site Agent to join them. 5 new sites to start shortly in West Yorkshire alongside ongoing work and a full order book for 2026 & most of 2027. Looking like it's going to be a very busy couple of years for them! Projects: highways, s278 works, deep drainage, public realm / streetworks, flood defence, bridges / structures etc. General Civil Engineering works. Projects 5m- 15m. Please note: all work is regional, they aim to keep staff within 1 hour of home where possible. Responsibilities as Agent / Manager: Manage project at all setup & site stages Writing & updating site documentation Cost control with QS Attend & hold meetings on sites with stakeholders Temporary Works management Management of sub-contractors Project & progress reports H&S file updates & audits on site Coordination of site team: General Foremen & Site Engineers Keeping site file up to date regularly Experience required: Candidates must have proven experience at Site Manager / Site Agent level with a principal contractor on Civil Engineering / Highways projects (values 5m+) Site Engineer background is advantageous Basic knowledge of contract changes, NEC3 / NEC4 desired Industry related qualification is beneficial (HNC/HND or Degree) Must hold: SMSTS, CSCS, First Aid and Full Driver's License Remuneration: A salary of up to 62,000 (dependent upon experience) plus: Company vehicle or circa. 7k per annum allowance Fuel card for business milage incl. personal mileage compensation 28 days + stat annual leave Up to 9% pension contribution Medical care Discretionary bonus And more For more info contact Andy Gray at Elvet Recruitment.
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
Our client, situated near Littlehampton UK, is currently seeking an Indirect Tax Analyst to join their finance team. This permanent role offers a chance to work within the finance sector, focusing on accounting and tax-related responsibilities. Key Responsibilities: People / Process Management Manage outsourced service providers, ensuring timely and high-standard delivery within budget. Provide support to the Senior Accountant (Tax). Statutory Reporting & Tax Filings Review indirect tax returns for assigned counties prepared by the Senior Accountant (Tax), ensuring accuracy. Provide day-to-day tax advice and recommend actions to manage VAT liability. Monitor vendor invoice transactions to ensure proper recording of indirect tax. Manage the UK IPR process and customs document alterations through the freight forwarder. Ensure high-standard balance sheet reconciliations. Book entries into the ERP system, maintaining correct VAT accounts. Support tax audits to achieve favourable outcomes. Address and resolve system, process, and invoice issues. Monitor VAT regulations for EMEA and ensure necessary implementations. Research EMEA implementation of E-invoicing and work with IT on implementation. Support the Senior Manager, Finance in global implementation of "indirect tax" of S4 Hana. Assist with ad-hoc tasks as requested by the Senior Manager, Finance. Other Responsibilities Enforce corporate and local policies, procedures, and controls. Support development of the European finance function. Assist the Senior Manager, Finance and regional teams with initiatives. Job Requirements: Experience in managing multiple priorities and tasks Strong ability to influence others Excellent attention to detail and communication skills Proficiency in global indirect tax/VAT Working knowledge of US GAAP, other GAAP experience advantageous Fluency in English, a second language is advantageous Advanced Excel capabilities Qualified Accountant ACCA, CTA, or ICAEW (or equivalent) Degree (or equivalent) Experience: Substantial experience in indirect tax reporting International/European exposure Experience in manufacturing organisations is highly desired Experience with US-led multi-nationals is strongly preferred Significant experience with SAP (ECC & S4) with a focus on tax-related settings Benefits: Competitive salary Opportunities for professional development Supportive and collaborative working environment Employee benefits package If you have a strong background in finance and a passion for indirect tax analysis, we would love to hear from you. Apply now to join our client's dedicated team in Littlehampton, UK.
May 01, 2026
Full time
Our client, situated near Littlehampton UK, is currently seeking an Indirect Tax Analyst to join their finance team. This permanent role offers a chance to work within the finance sector, focusing on accounting and tax-related responsibilities. Key Responsibilities: People / Process Management Manage outsourced service providers, ensuring timely and high-standard delivery within budget. Provide support to the Senior Accountant (Tax). Statutory Reporting & Tax Filings Review indirect tax returns for assigned counties prepared by the Senior Accountant (Tax), ensuring accuracy. Provide day-to-day tax advice and recommend actions to manage VAT liability. Monitor vendor invoice transactions to ensure proper recording of indirect tax. Manage the UK IPR process and customs document alterations through the freight forwarder. Ensure high-standard balance sheet reconciliations. Book entries into the ERP system, maintaining correct VAT accounts. Support tax audits to achieve favourable outcomes. Address and resolve system, process, and invoice issues. Monitor VAT regulations for EMEA and ensure necessary implementations. Research EMEA implementation of E-invoicing and work with IT on implementation. Support the Senior Manager, Finance in global implementation of "indirect tax" of S4 Hana. Assist with ad-hoc tasks as requested by the Senior Manager, Finance. Other Responsibilities Enforce corporate and local policies, procedures, and controls. Support development of the European finance function. Assist the Senior Manager, Finance and regional teams with initiatives. Job Requirements: Experience in managing multiple priorities and tasks Strong ability to influence others Excellent attention to detail and communication skills Proficiency in global indirect tax/VAT Working knowledge of US GAAP, other GAAP experience advantageous Fluency in English, a second language is advantageous Advanced Excel capabilities Qualified Accountant ACCA, CTA, or ICAEW (or equivalent) Degree (or equivalent) Experience: Substantial experience in indirect tax reporting International/European exposure Experience in manufacturing organisations is highly desired Experience with US-led multi-nationals is strongly preferred Significant experience with SAP (ECC & S4) with a focus on tax-related settings Benefits: Competitive salary Opportunities for professional development Supportive and collaborative working environment Employee benefits package If you have a strong background in finance and a passion for indirect tax analysis, we would love to hear from you. Apply now to join our client's dedicated team in Littlehampton, UK.
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
Manpower are currently seeking an interim part-time Industrial HR Delivery Consultant, to work with our global FMCG client in Seacroft, Leeds. This is a part-time temporary ongoing role requiring 20 hours per week (7am-11am), Monday to Friday. Compensation for this role is competitive, paying up to 13.33 per hour, depending upon experience. Job Purpose To ensure the effective fulfilment of client orders at the Seacroft site through high-quality recruitment, HR casework ownership, employee relations support, and strong onsite client engagement. This role holds responsibility for delivering accurate onboarding, maintaining compliance, proactively managing people matters, and supporting operational success. The ideal candidate will have UK HR experience in an industrial setting, to complement the strengths of the existing members of the team. Key Performance Measures Fulfilment of recruitment orders within agreed SLA standards. All new starters fully compliant (RTW, referencing, induction, onboarding). Strength of onsite client relationships and client satisfaction feedback. Accurate MI reporting including headcount changes, absence, and disciplinary updates. HR and people matters are handled with speed, consistency and professionalism, ensuring fair outcomes, clear documentation and adherence to policy. Full ownership of HR casework, ensuring employee relations issues are managed promptly, documented thoroughly and escalated appropriately. Principal Accountabilities Recruitment & Onboarding Fulfil all recruitment requirements within agreed SLAs. Manage end-to-end recruitment: advertising, screening, interviews, pre-employment checks and onboarding. Ensure all employee files meet compliance standards. Coordinate site-specific induction processes and ensure accurate assignment creation within Manpower systems. Employee & HR Process Management Proactively manage employee relations issues including attendance, RTWs, welfare, grievances, disciplinaries and investigations. Handle HR matters with professionalism, fairness, and consistency, ensuring accurate documentation and compliance with legislation and policy. Resolve worker queries promptly while maintaining strong communication channels. Provide structured support for performance conversations and HR-driven process requirements. Client Management Act as one of the daily onsite contacts for client stakeholders. Provide updates on recruitment activity, workforce performance, HR casework and operational changes. Support delivery of agreed KPIs and service standards through proactive communication and issue escalation. Financial & Payroll Accuracy Ensure employee payroll is run efficiently with minimal errors. Complete ad hoc requests for expenses, uniform billing and other invoicing requirements. Support the Client Account Manager with billing queries and audit compliance requests. Compliance & Data Integrity Maintain high standards of legislative and administrative compliance including RTW, AWR and WTR. Ensure all documentation is securely stored and accurately updated. Maintain accurate headcount reporting and ensure HR data (absence, performance, ER cases) is up to date. General Duties Provide support to the Client Account Manager and the wider onsite team as required. Attend and contribute to weekly operational and client meetings. Undertake ad-hoc duties and project work as required.
May 01, 2026
Full time
Manpower are currently seeking an interim part-time Industrial HR Delivery Consultant, to work with our global FMCG client in Seacroft, Leeds. This is a part-time temporary ongoing role requiring 20 hours per week (7am-11am), Monday to Friday. Compensation for this role is competitive, paying up to 13.33 per hour, depending upon experience. Job Purpose To ensure the effective fulfilment of client orders at the Seacroft site through high-quality recruitment, HR casework ownership, employee relations support, and strong onsite client engagement. This role holds responsibility for delivering accurate onboarding, maintaining compliance, proactively managing people matters, and supporting operational success. The ideal candidate will have UK HR experience in an industrial setting, to complement the strengths of the existing members of the team. Key Performance Measures Fulfilment of recruitment orders within agreed SLA standards. All new starters fully compliant (RTW, referencing, induction, onboarding). Strength of onsite client relationships and client satisfaction feedback. Accurate MI reporting including headcount changes, absence, and disciplinary updates. HR and people matters are handled with speed, consistency and professionalism, ensuring fair outcomes, clear documentation and adherence to policy. Full ownership of HR casework, ensuring employee relations issues are managed promptly, documented thoroughly and escalated appropriately. Principal Accountabilities Recruitment & Onboarding Fulfil all recruitment requirements within agreed SLAs. Manage end-to-end recruitment: advertising, screening, interviews, pre-employment checks and onboarding. Ensure all employee files meet compliance standards. Coordinate site-specific induction processes and ensure accurate assignment creation within Manpower systems. Employee & HR Process Management Proactively manage employee relations issues including attendance, RTWs, welfare, grievances, disciplinaries and investigations. Handle HR matters with professionalism, fairness, and consistency, ensuring accurate documentation and compliance with legislation and policy. Resolve worker queries promptly while maintaining strong communication channels. Provide structured support for performance conversations and HR-driven process requirements. Client Management Act as one of the daily onsite contacts for client stakeholders. Provide updates on recruitment activity, workforce performance, HR casework and operational changes. Support delivery of agreed KPIs and service standards through proactive communication and issue escalation. Financial & Payroll Accuracy Ensure employee payroll is run efficiently with minimal errors. Complete ad hoc requests for expenses, uniform billing and other invoicing requirements. Support the Client Account Manager with billing queries and audit compliance requests. Compliance & Data Integrity Maintain high standards of legislative and administrative compliance including RTW, AWR and WTR. Ensure all documentation is securely stored and accurately updated. Maintain accurate headcount reporting and ensure HR data (absence, performance, ER cases) is up to date. General Duties Provide support to the Client Account Manager and the wider onsite team as required. Attend and contribute to weekly operational and client meetings. Undertake ad-hoc duties and project work as required.
Our client, a leading name in the energy sector, is currently seeking an Indirect Tax Manager to join their team in Warwick permanently. This is a fantastic opportunity to step into a hands-on indirect tax role within a prominent FTSE 30 organisation, working closely with the Indirect Tax Senior Manager to support the delivery of the indirect tax strategy, whilst providing practical advice and ensuring the business stays compliant in a fast-moving regulatory landscape. Key Responsibilities: Provide high-quality indirect tax advice and analysis to support commercial decision-making across the business. Support VAT treatment for new services, cross-border activities, property income, and business operations to optimise VAT recovery. Maintain the property register and work closely with property teams to ensure accurate reporting. Assess the indirect tax impact of new legislation and regulatory changes, clearly communicating risks and opportunities. Support the delivery and review of UK VAT returns, including for National Grid Ventures entities. Manage the Group's partial exemption position, considering both existing and new sources of exempt income. Assist with compliance obligations across other indirect taxes, including CBAM, CCL and red diesel. Develop and maintain internal policies, guidance, and training to strengthen tax governance. Coordinate responses to HMRC and other tax authority queries, audits, and information requests. Build strong relationships with Finance, Legal, Shared Services, operational teams, and external advisers, supporting wider tax projects and risk initiatives. Job Requirements: Strong VAT technical knowledge with the experience to operate confidently at a managerial level. CTA qualification is desirable, but not essential. Ability to work effectively both independently and collaboratively within a team. Strong interpersonal skills with a natural ability to build trusted relationships across the business. Benefits: Competitive salary with performance-based bonuses Generous contributory pension scheme Access to flexible benefits such as a share incentive plan, salary sacrifice car, and technology schemes Support via employee assistance lines Matched charity giving If you are an experienced indirect tax professional looking for a new opportunity to further develop your career in the energy sector, we would love to hear from you. Apply now to join our client's dynamic and driven team in Warwick.
May 01, 2026
Full time
Our client, a leading name in the energy sector, is currently seeking an Indirect Tax Manager to join their team in Warwick permanently. This is a fantastic opportunity to step into a hands-on indirect tax role within a prominent FTSE 30 organisation, working closely with the Indirect Tax Senior Manager to support the delivery of the indirect tax strategy, whilst providing practical advice and ensuring the business stays compliant in a fast-moving regulatory landscape. Key Responsibilities: Provide high-quality indirect tax advice and analysis to support commercial decision-making across the business. Support VAT treatment for new services, cross-border activities, property income, and business operations to optimise VAT recovery. Maintain the property register and work closely with property teams to ensure accurate reporting. Assess the indirect tax impact of new legislation and regulatory changes, clearly communicating risks and opportunities. Support the delivery and review of UK VAT returns, including for National Grid Ventures entities. Manage the Group's partial exemption position, considering both existing and new sources of exempt income. Assist with compliance obligations across other indirect taxes, including CBAM, CCL and red diesel. Develop and maintain internal policies, guidance, and training to strengthen tax governance. Coordinate responses to HMRC and other tax authority queries, audits, and information requests. Build strong relationships with Finance, Legal, Shared Services, operational teams, and external advisers, supporting wider tax projects and risk initiatives. Job Requirements: Strong VAT technical knowledge with the experience to operate confidently at a managerial level. CTA qualification is desirable, but not essential. Ability to work effectively both independently and collaboratively within a team. Strong interpersonal skills with a natural ability to build trusted relationships across the business. Benefits: Competitive salary with performance-based bonuses Generous contributory pension scheme Access to flexible benefits such as a share incentive plan, salary sacrifice car, and technology schemes Support via employee assistance lines Matched charity giving If you are an experienced indirect tax professional looking for a new opportunity to further develop your career in the energy sector, we would love to hear from you. Apply now to join our client's dynamic and driven team in Warwick.
We're recruiting an experienced Resident Liaison Officer to support a programme of construction and refurbishment works, acting as the key link between residents and delivery teams. This is a resident-focused role ensuring clear communication, strong engagement and effective resolution of issues throughout project delivery. The successful candidate will play a vital role in minimising disruption and maintaining positive relationships with residents during works. The Role - Act as the primary point of contact for residents, providing clear and regular updates on works, timelines and project progress. - Build and maintain positive relationships with residents, ensuring they feel informed, supported and engaged throughout the programme. - Manage and resolve resident enquiries and complaints promptly and professionally, minimising disruption and escalation. - Conduct site and home visits to discuss works, address concerns and gather feedback from residents. - Liaise closely with contractors, site teams and project managers to ensure consistent communication and service delivery. - Maintain accurate records of all resident interactions, complaints and outcomes, ensuring a clear audit trail. - Provide feedback to project teams on recurring issues, trends and opportunities for service improvement. - Support vulnerable residents, ensuring additional needs are identified and appropriate support is in place. - Ensure all communication is clear, accessible and tailored to meet the needs of a diverse resident base. - Contribute to a positive customer experience, ensuring works are delivered with minimal impact on residents. Key Requirements - Experience working in a Resident Liaison Officer, customer service or housing-related role within construction, housing or property services. - Strong communication skills, both verbal and written, with the ability to engage confidently with residents and stakeholders. - Excellent interpersonal skills, with the ability to build trust and manage relationships effectively. - Experience handling complaints and resolving issues in a professional and proactive manner. - Strong organisational skills, with the ability to manage multiple tasks and maintain accurate records. - Ability to work collaboratively with contractors, site teams and internal stakeholders. - Experience supporting residents in a customer-facing environment, ideally within housing or construction. - Full UK driving licence and access to a vehicle is essential. - Ability to be site-based 3-4 days per week. What You Need to Do Now If you are interested in this role and meet the criteria above, please click APPLY NOW and send us your application today. If you do not hear from us within 48 hours of applying, your application has been unsuccessful. Footnote If you feel that this job matches your skills but not the rate, location or seniority, please feel free to send us your CV anyway. We constantly recruit for similar roles across all levels, UK-wide, and would be pleased to speak with you confidentially about your employment status. Even if you're currently satisfied in your role, we welcome calls from Resident Liaison Officers, Housing Officers and Customer Service professionals looking to make future connections. Our specialist team at Carrington West has over 100 years of combined experience in housing recruitment. For more information, call Zubair at Carrington West on (phone number removed). By applying for this position, you agree for Carrington West to hold and process your personal data in accordance with our Data Protection Policy. Your data will only be shared with third-party clients for roles relevant to your application. You may withdraw consent at any time by contacting us.
May 01, 2026
Contractor
We're recruiting an experienced Resident Liaison Officer to support a programme of construction and refurbishment works, acting as the key link between residents and delivery teams. This is a resident-focused role ensuring clear communication, strong engagement and effective resolution of issues throughout project delivery. The successful candidate will play a vital role in minimising disruption and maintaining positive relationships with residents during works. The Role - Act as the primary point of contact for residents, providing clear and regular updates on works, timelines and project progress. - Build and maintain positive relationships with residents, ensuring they feel informed, supported and engaged throughout the programme. - Manage and resolve resident enquiries and complaints promptly and professionally, minimising disruption and escalation. - Conduct site and home visits to discuss works, address concerns and gather feedback from residents. - Liaise closely with contractors, site teams and project managers to ensure consistent communication and service delivery. - Maintain accurate records of all resident interactions, complaints and outcomes, ensuring a clear audit trail. - Provide feedback to project teams on recurring issues, trends and opportunities for service improvement. - Support vulnerable residents, ensuring additional needs are identified and appropriate support is in place. - Ensure all communication is clear, accessible and tailored to meet the needs of a diverse resident base. - Contribute to a positive customer experience, ensuring works are delivered with minimal impact on residents. Key Requirements - Experience working in a Resident Liaison Officer, customer service or housing-related role within construction, housing or property services. - Strong communication skills, both verbal and written, with the ability to engage confidently with residents and stakeholders. - Excellent interpersonal skills, with the ability to build trust and manage relationships effectively. - Experience handling complaints and resolving issues in a professional and proactive manner. - Strong organisational skills, with the ability to manage multiple tasks and maintain accurate records. - Ability to work collaboratively with contractors, site teams and internal stakeholders. - Experience supporting residents in a customer-facing environment, ideally within housing or construction. - Full UK driving licence and access to a vehicle is essential. - Ability to be site-based 3-4 days per week. What You Need to Do Now If you are interested in this role and meet the criteria above, please click APPLY NOW and send us your application today. If you do not hear from us within 48 hours of applying, your application has been unsuccessful. Footnote If you feel that this job matches your skills but not the rate, location or seniority, please feel free to send us your CV anyway. We constantly recruit for similar roles across all levels, UK-wide, and would be pleased to speak with you confidentially about your employment status. Even if you're currently satisfied in your role, we welcome calls from Resident Liaison Officers, Housing Officers and Customer Service professionals looking to make future connections. Our specialist team at Carrington West has over 100 years of combined experience in housing recruitment. For more information, call Zubair at Carrington West on (phone number removed). By applying for this position, you agree for Carrington West to hold and process your personal data in accordance with our Data Protection Policy. Your data will only be shared with third-party clients for roles relevant to your application. You may withdraw consent at any time by contacting us.
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
Payroll Operations Lead Salary: 50-55k depending on experience Location: East London Industry: Construction Hours: 8am-5pm Monday - Friday. This role will be full time office based Office Angels London Bridge are delighted to be recruiting a Payroll Operations Lead for our client's dynamic and growing team based in East London. In this role, you'll take ownership of the end-to-end payroll process across the UK and Europe, ensuring accuracy, compliance, and operational excellence. If you're passionate about payroll governance, process efficiency, and leading high-performing teams, this is an excellent opportunity to take the next step in your career. What You'll Do : Lead the accurate and timely processing of two UK payrolls and three European payrolls. Manage and mentor a team of two Payroll Managers, ensuring high performance and service delivery standards. Ensure all payroll activities align with statutory requirements, company policies, and audit controls. Oversee payroll changes stemming from restructures, acquisitions, and system enhancements. Serve as the escalation point for complex payroll matters, maintaining effective relationships with Finance and external payroll providers. Implementing new procedures and controls to improve service delivery. Supporting HR transformation initiatives and continuous improvement programmes. optimising HR systems and enhancing reporting capabilities. Providing operational expertise to managers and internal stakeholders. Collaborating with cross-functional teams to guarantee smooth delivery of payroll and HR services. What We're Looking For : Experience in managing payroll operations Proven track record of leading and developing team members Strong understanding of UK payroll legislation and compliance requirements; European experience is a plus. Strong organisational, analytical, and stakeholder management skills. Office Angels is an employment agency and business. We are an equal-opportunities employer who puts expertise, energy and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. By showcasing talents, skills and unique experiences in an inclusive environment, we help individuals thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you. Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer. By applying for this role your details will be submitted to Office Angels. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.
May 01, 2026
Full time
Payroll Operations Lead Salary: 50-55k depending on experience Location: East London Industry: Construction Hours: 8am-5pm Monday - Friday. This role will be full time office based Office Angels London Bridge are delighted to be recruiting a Payroll Operations Lead for our client's dynamic and growing team based in East London. In this role, you'll take ownership of the end-to-end payroll process across the UK and Europe, ensuring accuracy, compliance, and operational excellence. If you're passionate about payroll governance, process efficiency, and leading high-performing teams, this is an excellent opportunity to take the next step in your career. What You'll Do : Lead the accurate and timely processing of two UK payrolls and three European payrolls. Manage and mentor a team of two Payroll Managers, ensuring high performance and service delivery standards. Ensure all payroll activities align with statutory requirements, company policies, and audit controls. Oversee payroll changes stemming from restructures, acquisitions, and system enhancements. Serve as the escalation point for complex payroll matters, maintaining effective relationships with Finance and external payroll providers. Implementing new procedures and controls to improve service delivery. Supporting HR transformation initiatives and continuous improvement programmes. optimising HR systems and enhancing reporting capabilities. Providing operational expertise to managers and internal stakeholders. Collaborating with cross-functional teams to guarantee smooth delivery of payroll and HR services. What We're Looking For : Experience in managing payroll operations Proven track record of leading and developing team members Strong understanding of UK payroll legislation and compliance requirements; European experience is a plus. Strong organisational, analytical, and stakeholder management skills. Office Angels is an employment agency and business. We are an equal-opportunities employer who puts expertise, energy and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. By showcasing talents, skills and unique experiences in an inclusive environment, we help individuals thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you. Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer. By applying for this role your details will be submitted to Office Angels. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.
HR Advisor 6 months FTC Dudley - Fully Office Based circa 35,000 A highly reputable, collaborative and family feel manufacturing firm based in Dudley are seeking an immediately available HR Advisor to join them on an initial 6 months FTC basis. Supporting the Regional HR Manager with all things HR Generalist for the Dudley site of around 350 employees, the successful candidate will provide advisory support to employees and line managers, managing a high volume of ER cases. This is a fantastic for someone with solid HR Advisory experience who ideally has worked in a multi site environment, ideally from within the manufacturing or similar sector. You must be happy to commit to the duration of the contract and be happy to work full time, fully office-based Monday to Friday. Day to day duties may include: Provided day-to-day HR support to managers and employees across a fast-paced manufacturing environment, advising on policies, procedures, and best practice. Managed employee relations cases including disciplinaries, grievances, absence management, and performance issues, ensuring fair and consistent outcomes. Supported recruitment and onboarding processes for production and operational roles, including coordinating interviews and conducting inductions. Maintained accurate HR records and ensured compliance with employment law, health & safety standards, and internal audit requirements. Partnered with line managers to drive employee engagement, workforce planning, and continuous improvement initiatives on the shop floor. The successful candidate will be CIPD qualified (or similar) and have solid HR Advisor experience ideally from within the manufacturing or similar sector. You will be a strong team player, have first class communication and organisational skills alongside an ability to work at pace and to volumes. At Gleeson Recruitment Group, we embrace inclusivity and welcome applicants of all backgrounds, experiences, and abilities. We are proud to be a disability confident employer. By applying you will be registered as a candidate with Gleeson Recruitment Limited. Our Privacy Policy is available on our website and explains how we will use your data.
May 01, 2026
Contractor
HR Advisor 6 months FTC Dudley - Fully Office Based circa 35,000 A highly reputable, collaborative and family feel manufacturing firm based in Dudley are seeking an immediately available HR Advisor to join them on an initial 6 months FTC basis. Supporting the Regional HR Manager with all things HR Generalist for the Dudley site of around 350 employees, the successful candidate will provide advisory support to employees and line managers, managing a high volume of ER cases. This is a fantastic for someone with solid HR Advisory experience who ideally has worked in a multi site environment, ideally from within the manufacturing or similar sector. You must be happy to commit to the duration of the contract and be happy to work full time, fully office-based Monday to Friday. Day to day duties may include: Provided day-to-day HR support to managers and employees across a fast-paced manufacturing environment, advising on policies, procedures, and best practice. Managed employee relations cases including disciplinaries, grievances, absence management, and performance issues, ensuring fair and consistent outcomes. Supported recruitment and onboarding processes for production and operational roles, including coordinating interviews and conducting inductions. Maintained accurate HR records and ensured compliance with employment law, health & safety standards, and internal audit requirements. Partnered with line managers to drive employee engagement, workforce planning, and continuous improvement initiatives on the shop floor. The successful candidate will be CIPD qualified (or similar) and have solid HR Advisor experience ideally from within the manufacturing or similar sector. You will be a strong team player, have first class communication and organisational skills alongside an ability to work at pace and to volumes. At Gleeson Recruitment Group, we embrace inclusivity and welcome applicants of all backgrounds, experiences, and abilities. We are proud to be a disability confident employer. By applying you will be registered as a candidate with Gleeson Recruitment Limited. Our Privacy Policy is available on our website and explains how we will use your data.
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
A new role, the Finance Manager is responsible for leading all aspects of this small charity's day-to-day finances, contracts, risk management plus managing the financial aspects of a £6.7m capital project. The postholder will ensure that the charity s budget and out turn are closely monitored and that established financial controls, spanning the procurement to payments cycle, are firmly adhered to. They will lead budget setting, forecasting, and financial reporting (including management of the external audit and production of the annual report and accounts) and will support wider work programme-planning for the charity, setting the foundations for financial success and sustainability. They will lead the preparation for, and presentations at the charity s Board and related finance committees. In addition, the postholder will act as the central finance liaison with the Inns of Court of Inner and Middle Temple TCT s principal funders as well as with other stakeholders, donors and cross-departmentally. Candidates should meet the following essential criteria: CIMA, ACCA or ACA qualified accountant Experience in a senior/ management financial position in a charity/ not for profit Experience of managing cash and investments. Effective communications skills both written and oral Excellent IT skills including MS Office and Finance Systems About us Temple Church is in the Temple, City of London. Known as the Mother Church of the Common Law , and birthplace of Magna Carta, the Church serves the legal colleges of Inner and Middle Temple, two of the four Inns of Court responsible for calling barristers to the Bar of England and Wales. Previous applicants need not reapply. All appointments are subject to acceptable background checks including a basic DBS Disclosure.
May 01, 2026
Full time
A new role, the Finance Manager is responsible for leading all aspects of this small charity's day-to-day finances, contracts, risk management plus managing the financial aspects of a £6.7m capital project. The postholder will ensure that the charity s budget and out turn are closely monitored and that established financial controls, spanning the procurement to payments cycle, are firmly adhered to. They will lead budget setting, forecasting, and financial reporting (including management of the external audit and production of the annual report and accounts) and will support wider work programme-planning for the charity, setting the foundations for financial success and sustainability. They will lead the preparation for, and presentations at the charity s Board and related finance committees. In addition, the postholder will act as the central finance liaison with the Inns of Court of Inner and Middle Temple TCT s principal funders as well as with other stakeholders, donors and cross-departmentally. Candidates should meet the following essential criteria: CIMA, ACCA or ACA qualified accountant Experience in a senior/ management financial position in a charity/ not for profit Experience of managing cash and investments. Effective communications skills both written and oral Excellent IT skills including MS Office and Finance Systems About us Temple Church is in the Temple, City of London. Known as the Mother Church of the Common Law , and birthplace of Magna Carta, the Church serves the legal colleges of Inner and Middle Temple, two of the four Inns of Court responsible for calling barristers to the Bar of England and Wales. Previous applicants need not reapply. All appointments are subject to acceptable background checks including a basic DBS Disclosure.
Senior Audit Manager- Value For Money Contract type: Permanent Full Time Location : London or Newcastle offices based with a min 2 days a week attendance in either office. Salary : Newcastle salary; circa£67,000 & London salary, circa£74,500 plus Civil Service Employer Pension Contribution of 28.9% The NAO welcomes applications from candidates who work part-time and are keen to support colleagues to work flexibly including on a job share basis. Senior Audit Manager: Value for money (performance audit) Introduction Thank you for your interest in joining the National Audit Office (NAO) as a Senior Audit Manager. This job description will give you a better idea of who we are, what you will do when you join us, and what we offer. It also gives more detail/s about the application process. We are independent of government and the civil service, and we play a critical role supporting Parliament scrutinise how effectively the government spends public money. Our strategy ( ) sets out our ambition to contribute to two distinct outcomes helping to improve the productivity and resilience of public services and supporting better financial management and reporting in government. Our strategy is also clear that government will need to innovate if it is to deliver effective and affordable public services. We will use our public audit perspective to highlight positive examples of innovation within the public sector and take account of government s risk appetite in our audit approach. The recommendations from our work can result in financial savings and positive changes in government to improve services and ensure value for money for taxpayers. You will tackle complex projects that inform debates and influence some of the biggest decisions that government makes. You will work with dedicated and talented people toward shared and important goals. And, by taking on new opportunities and challenges, you ll build a rewarding and fascinating career. We are looking to recruit Senior Audit Managers. We are looking for people with strong analytical and communication skills as well as experience of project and people management, which can be drawn from a range of backgrounds including experienced analysts, value for money (performance audit) auditors, the civil service and internal auditors.If you like what you see and can meet our requirements, then we want to hear from you. The role Each year we publish around 60 major value for money (VFM) reports looking at various government programmes and projects. VFM reports are multi-method reports often delivered at pace to achieve real impact. We write long form reports and other types of written communication on complex subjects in ways that nonspecialist or technical audiences can understand. Our work can cover any area where government spends public money, ranging from government s plans to build new hospitals to the use of data analytics to tackle fraud and error. Our lessons learned reports bring together what we know on important recurring issues to make it easier for others to understand and apply the lessons from our work, such as government s use of external consultants and key findings from the NAO s financial audits. More about the NAO, including some of our recent value for money reports, is available on our website Responsibilities Our Senior Audit Managers play a key role in making sure we achieve our objectives and secure impact from our work. • You will lead our teams to deliver high-quality work that supports improvements in the delivery of public services. This involves planning, researching and drafting our value for money reports, working alongside sector or topic specialists, analysts and qualified accountants as well as applying strong quantitative and qualitative analytical skills. • You will role model behaviours and ways of working to support us as an exemplar organisation. • You will engage with external clients and stakeholders to deliver greater engagement with our work. • You will get involved in other work too, including investigations, correspondence (from the public and MPs) and other work that supports Parliamentary select committees. All Senior Audit Managers are expected to spend part of their time developing their expertise in one or more specialist areas through our networks (Hubs) across the office. This includes providing analytical insight and support to others outside of your team on your areas of expertise such as analytical techniques and methods, commercial and regulatory issues, digital transformation and data use in the public sector, financial risk and management, major project delivery, and people and operational management. Relationships and Accountability You will manage a team to deliver value for money work to time and budget. You will work with other people of all grades. You will work with Senior Auditors and / or Senior Analysts who lead a team of Analysts and accounting trainees to deliver high-quality reports. The Director is accountable for the overall quality and impact of the audit. You will commonly meet and interact with senior people in the NAO and in government bodies. The impact you will make Our work responds to government s plans and particularly those with long-term implications for public spending. You ll contribute to work that examines the cost, effectiveness and efficiency of government programmes and projects. Whatever you work on, it all serves to help hold government to account for the way it uses public money and helps to promote improvements in public service delivery. Our recommendations and reports on good practice help government improve public services, and our work in the last year led to: • Positive financial impacts of £5.3 billion in 2024. • For every £1 spent we delivered an impact of £53 through either reduced costs, improved service delivery or other benefits to people. • 93% of our recommendations to government were accepted or partially accepted. You can find out more about us and our work by visiting The people we are looking for Education /work experience This role operates within the NAO s hybrid working model, with a minimum expectation of two days per week working from the office (or at an audited body), in line with our organisation wide approach. We are committed to supporting flexible ways of working and actively encourage applications from candidates seeking part time hours. Working patterns, including office days, are agreed with the line manager. Based in either our London or Newcastle office, you ll join a collaborative and supportive environment that values work life balance, flexibility and professional development. A strong academic background and experience in managing audit projects and producing high quality, accessible written outputs. For individuals with an audit background this means: • An ACA or other professional qualification (e.g. ACCA, CIPFA, CIA, MIIA, CIMA) with relevant experience. For individuals with other backgrounds this means either: • A minimum of a 2:1 degree or a relevant post-graduate qualification and relevant experience We are keen to hear from people who have experience shaping and evaluating public policy, leading change in organisations, or making a difference through impactful projects, no matter what sector those skills were gained in. Abilities It will be essential that you can demonstrate the ability to: • Lead, develop and motivate diverse teams and support all colleagues to deliver great work and achieve their potential. • Support and manage teams ensure the delivery of high-quality assurance work which supports our strategic aims and enables longer term value for money. • Oversee the production of a range of well-produced written outputs which support our findings and recommendations and are designed to engage a wide audience. • Work collaboratively and flexibly to ensure the office achieves its objectives and to support the wellbeing and development of colleagues. • Show creativity and innovation in how we do our work and build insights and support teams to do so. • Work closely with colleagues in our Hubs (specialist knowledge teams) and other client teams to ensure we get the most value from our work and expand our knowledge and expertise. • Create recognition and impact (improvements in public service delivery) from our work by developing strong and influential relationships with external clients and stakeholders. Attributes In addition, we are looking for the candidates with the following attributes: • Show a strong commitment to your own self development, to delivering the NAO's strategic objectives, and keeping yourself up to date on office initiatives and information relevant to your work and specialism. • Compliance with corporate responsibilities and interest in supporting others to do so. • Working in accordance with the NAO's values and champion our diversity and inclusion strategy. • Intellectual curiosity, especially about using data and evidence to answer questions. • Flexibility to make a significant contribution across a range of topics and outputs. • Drive and determination to overcome obstacles, resistance or challenges to achieve goals. • Passion for improving government and the ability to defend and promote your point of view in the face of challenge. To apply for this role please click the APPLY button. Equal opportunities and diversity . click apply for full job details
May 01, 2026
Full time
Senior Audit Manager- Value For Money Contract type: Permanent Full Time Location : London or Newcastle offices based with a min 2 days a week attendance in either office. Salary : Newcastle salary; circa£67,000 & London salary, circa£74,500 plus Civil Service Employer Pension Contribution of 28.9% The NAO welcomes applications from candidates who work part-time and are keen to support colleagues to work flexibly including on a job share basis. Senior Audit Manager: Value for money (performance audit) Introduction Thank you for your interest in joining the National Audit Office (NAO) as a Senior Audit Manager. This job description will give you a better idea of who we are, what you will do when you join us, and what we offer. It also gives more detail/s about the application process. We are independent of government and the civil service, and we play a critical role supporting Parliament scrutinise how effectively the government spends public money. Our strategy ( ) sets out our ambition to contribute to two distinct outcomes helping to improve the productivity and resilience of public services and supporting better financial management and reporting in government. Our strategy is also clear that government will need to innovate if it is to deliver effective and affordable public services. We will use our public audit perspective to highlight positive examples of innovation within the public sector and take account of government s risk appetite in our audit approach. The recommendations from our work can result in financial savings and positive changes in government to improve services and ensure value for money for taxpayers. You will tackle complex projects that inform debates and influence some of the biggest decisions that government makes. You will work with dedicated and talented people toward shared and important goals. And, by taking on new opportunities and challenges, you ll build a rewarding and fascinating career. We are looking to recruit Senior Audit Managers. We are looking for people with strong analytical and communication skills as well as experience of project and people management, which can be drawn from a range of backgrounds including experienced analysts, value for money (performance audit) auditors, the civil service and internal auditors.If you like what you see and can meet our requirements, then we want to hear from you. The role Each year we publish around 60 major value for money (VFM) reports looking at various government programmes and projects. VFM reports are multi-method reports often delivered at pace to achieve real impact. We write long form reports and other types of written communication on complex subjects in ways that nonspecialist or technical audiences can understand. Our work can cover any area where government spends public money, ranging from government s plans to build new hospitals to the use of data analytics to tackle fraud and error. Our lessons learned reports bring together what we know on important recurring issues to make it easier for others to understand and apply the lessons from our work, such as government s use of external consultants and key findings from the NAO s financial audits. More about the NAO, including some of our recent value for money reports, is available on our website Responsibilities Our Senior Audit Managers play a key role in making sure we achieve our objectives and secure impact from our work. • You will lead our teams to deliver high-quality work that supports improvements in the delivery of public services. This involves planning, researching and drafting our value for money reports, working alongside sector or topic specialists, analysts and qualified accountants as well as applying strong quantitative and qualitative analytical skills. • You will role model behaviours and ways of working to support us as an exemplar organisation. • You will engage with external clients and stakeholders to deliver greater engagement with our work. • You will get involved in other work too, including investigations, correspondence (from the public and MPs) and other work that supports Parliamentary select committees. All Senior Audit Managers are expected to spend part of their time developing their expertise in one or more specialist areas through our networks (Hubs) across the office. This includes providing analytical insight and support to others outside of your team on your areas of expertise such as analytical techniques and methods, commercial and regulatory issues, digital transformation and data use in the public sector, financial risk and management, major project delivery, and people and operational management. Relationships and Accountability You will manage a team to deliver value for money work to time and budget. You will work with other people of all grades. You will work with Senior Auditors and / or Senior Analysts who lead a team of Analysts and accounting trainees to deliver high-quality reports. The Director is accountable for the overall quality and impact of the audit. You will commonly meet and interact with senior people in the NAO and in government bodies. The impact you will make Our work responds to government s plans and particularly those with long-term implications for public spending. You ll contribute to work that examines the cost, effectiveness and efficiency of government programmes and projects. Whatever you work on, it all serves to help hold government to account for the way it uses public money and helps to promote improvements in public service delivery. Our recommendations and reports on good practice help government improve public services, and our work in the last year led to: • Positive financial impacts of £5.3 billion in 2024. • For every £1 spent we delivered an impact of £53 through either reduced costs, improved service delivery or other benefits to people. • 93% of our recommendations to government were accepted or partially accepted. You can find out more about us and our work by visiting The people we are looking for Education /work experience This role operates within the NAO s hybrid working model, with a minimum expectation of two days per week working from the office (or at an audited body), in line with our organisation wide approach. We are committed to supporting flexible ways of working and actively encourage applications from candidates seeking part time hours. Working patterns, including office days, are agreed with the line manager. Based in either our London or Newcastle office, you ll join a collaborative and supportive environment that values work life balance, flexibility and professional development. A strong academic background and experience in managing audit projects and producing high quality, accessible written outputs. For individuals with an audit background this means: • An ACA or other professional qualification (e.g. ACCA, CIPFA, CIA, MIIA, CIMA) with relevant experience. For individuals with other backgrounds this means either: • A minimum of a 2:1 degree or a relevant post-graduate qualification and relevant experience We are keen to hear from people who have experience shaping and evaluating public policy, leading change in organisations, or making a difference through impactful projects, no matter what sector those skills were gained in. Abilities It will be essential that you can demonstrate the ability to: • Lead, develop and motivate diverse teams and support all colleagues to deliver great work and achieve their potential. • Support and manage teams ensure the delivery of high-quality assurance work which supports our strategic aims and enables longer term value for money. • Oversee the production of a range of well-produced written outputs which support our findings and recommendations and are designed to engage a wide audience. • Work collaboratively and flexibly to ensure the office achieves its objectives and to support the wellbeing and development of colleagues. • Show creativity and innovation in how we do our work and build insights and support teams to do so. • Work closely with colleagues in our Hubs (specialist knowledge teams) and other client teams to ensure we get the most value from our work and expand our knowledge and expertise. • Create recognition and impact (improvements in public service delivery) from our work by developing strong and influential relationships with external clients and stakeholders. Attributes In addition, we are looking for the candidates with the following attributes: • Show a strong commitment to your own self development, to delivering the NAO's strategic objectives, and keeping yourself up to date on office initiatives and information relevant to your work and specialism. • Compliance with corporate responsibilities and interest in supporting others to do so. • Working in accordance with the NAO's values and champion our diversity and inclusion strategy. • Intellectual curiosity, especially about using data and evidence to answer questions. • Flexibility to make a significant contribution across a range of topics and outputs. • Drive and determination to overcome obstacles, resistance or challenges to achieve goals. • Passion for improving government and the ability to defend and promote your point of view in the face of challenge. To apply for this role please click the APPLY button. Equal opportunities and diversity . click apply for full job details
