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
Company Description Company Description At CCH Group, we're more than a care provider - we're a passionate community dedicated to driving the sector to new heights with a history of doing so. Founded in 2009, we've grown into the nation's largest care company, with over 260 locations and 14,000 care professionals delivering 1.5 million hours of care each month across the UK. Job Description Are you a compassionate and dedicated Care Assistant seeking a fulfilling role? CCH are looking for individuals like you to join our team Role summary Pay Rate - Competitive Location - Laceby, Aylesby, Great Coates, Hatcliffe, Cadeby, Hawerby, Barnoldby-Le-Beck, Beelsby, Bradley, Irby,Scartho, East Ravendale, West Ravendale, Haweby, Market Rasen Hours - £12.71 Applicants must have the Right to Work in the UK. We are unable to offer sponsorship A driving licence and own transport is essential for this role About the position CCH is in search of a caring and empathetic Care Assistant to provide dedicated support to our local people, ensuring their needs are met with kindness and professionalism. As an integral member of CCH, you'll play a vital role in enhancing the well-being and quality of life of each individual under your care. Your responsibilities will include Companionship - being a friendly face & preventing loneliness Personal Care - all aspects of personal hygiene Medication - collecting prescriptions & providing reminders Mealtimes - preparing tasty meals Housekeeping - keeping their home just the way they like it Mobility - help with getting around The Successful Care Assistant will ensure this is done with the highest level of understanding and dignity for our clients. If you're ready to embark on a rewarding journey where every interaction counts, join us in creating a warm and supportive environment with our clients. Qualifications What you'll bring to the team Proficient in effective communication across all levels Demonstrates a sincere interest in working with our specific client group Successfully passed DBS screening Patience, compassion & a positive attitude at all times Demonstrate eagerness to engage in vocational training programs, continually enhancing skills and knowledge Display initiative and autonomy Additional Information Who We Are: At CCH Group, our vision is to become the best place to work in care. Our mission is to expand our reach so that those in need of care are never forgotten or alone. We achieve this by nurturing our people, elevating their roles in society, and transforming lives together. Our Values: COMMUNITY: We are stronger together. One team building a culture where our customers and people thrive. COURAGE: We boldly shape a better future, tackling challenges head-on. HEART: We are passionate and dedicated-we love what we do because what we do matters. What's in it for you Enhanced occupational maternity and adoption pay Enhanced occupational paternity pay entitlement Death in Service Payment Pension scheme Benefits and Well-being Platform 28 days annual leave (pro rata) Cycle to work scheme Refer a friend scheme - earn £300 per referral! Blue Light Card eligibility - exclusive staff discounts at big brands for you Flexible hours , part and full time available Local work and paid mileage Paid training Self-development - progression opportunities Access to our in-house app Work for the largest care company in the UK! No experience necessary Book an interview at a time and date to suit you! Ready to Take the Next Step? Apply today and become part of a team that's transforming lives, one person at a time. CCH Group is an Equal Opportunities Employer and a proud member of the Home Care Association, adhering to their Code of Practice.
May 01, 2026
Full time
Company Description Company Description At CCH Group, we're more than a care provider - we're a passionate community dedicated to driving the sector to new heights with a history of doing so. Founded in 2009, we've grown into the nation's largest care company, with over 260 locations and 14,000 care professionals delivering 1.5 million hours of care each month across the UK. Job Description Are you a compassionate and dedicated Care Assistant seeking a fulfilling role? CCH are looking for individuals like you to join our team Role summary Pay Rate - Competitive Location - Laceby, Aylesby, Great Coates, Hatcliffe, Cadeby, Hawerby, Barnoldby-Le-Beck, Beelsby, Bradley, Irby,Scartho, East Ravendale, West Ravendale, Haweby, Market Rasen Hours - £12.71 Applicants must have the Right to Work in the UK. We are unable to offer sponsorship A driving licence and own transport is essential for this role About the position CCH is in search of a caring and empathetic Care Assistant to provide dedicated support to our local people, ensuring their needs are met with kindness and professionalism. As an integral member of CCH, you'll play a vital role in enhancing the well-being and quality of life of each individual under your care. Your responsibilities will include Companionship - being a friendly face & preventing loneliness Personal Care - all aspects of personal hygiene Medication - collecting prescriptions & providing reminders Mealtimes - preparing tasty meals Housekeeping - keeping their home just the way they like it Mobility - help with getting around The Successful Care Assistant will ensure this is done with the highest level of understanding and dignity for our clients. If you're ready to embark on a rewarding journey where every interaction counts, join us in creating a warm and supportive environment with our clients. Qualifications What you'll bring to the team Proficient in effective communication across all levels Demonstrates a sincere interest in working with our specific client group Successfully passed DBS screening Patience, compassion & a positive attitude at all times Demonstrate eagerness to engage in vocational training programs, continually enhancing skills and knowledge Display initiative and autonomy Additional Information Who We Are: At CCH Group, our vision is to become the best place to work in care. Our mission is to expand our reach so that those in need of care are never forgotten or alone. We achieve this by nurturing our people, elevating their roles in society, and transforming lives together. Our Values: COMMUNITY: We are stronger together. One team building a culture where our customers and people thrive. COURAGE: We boldly shape a better future, tackling challenges head-on. HEART: We are passionate and dedicated-we love what we do because what we do matters. What's in it for you Enhanced occupational maternity and adoption pay Enhanced occupational paternity pay entitlement Death in Service Payment Pension scheme Benefits and Well-being Platform 28 days annual leave (pro rata) Cycle to work scheme Refer a friend scheme - earn £300 per referral! Blue Light Card eligibility - exclusive staff discounts at big brands for you Flexible hours , part and full time available Local work and paid mileage Paid training Self-development - progression opportunities Access to our in-house app Work for the largest care company in the UK! No experience necessary Book an interview at a time and date to suit you! Ready to Take the Next Step? Apply today and become part of a team that's transforming lives, one person at a time. CCH Group is an Equal Opportunities Employer and a proud member of the Home Care Association, adhering to their Code of Practice.
Adara is where work meets fun. Sure, work can be dull sometimes - but not here. We keep things lively with plenty of laughs along the way. Don t get us wrong - we work hard, but we have a blast doing it. At Adara, we believe great design starts with great people. That s why we foster a culture where creativity is celebrated, innovation is embraced, and career growth is a priority. If you re looking for a workplace as forward-thinking as the designs we create where no two days are the same and problem-solving is part of the everyday then you belong at Adara. You ll be a perfect match if you: Thrive in a fast-paced, dynamic environment Are a proactive multitasker who loves making things happen Want to be part of a collaborative, supportive team where your ideas truly matter You get things done - independently The Role at a Glance: Client Projects Coordinator North London Mill Hill Office Based Minimum 2 Day Per Week / Hybrid Working £30,000 - £35,000 Full Time - Permanent Hours: 37.5 Hours Per Week, Monday - Friday, 9am - 5pm Culture: Trust, Respect, Shared Success, laugh a lot, Work a lot Company: A forward-thinking architecture and planning firm Your Background / Skills: Administration, Coordination, Client Support, Customer Service, Stakeholder Management Skills: Friendly. Great Time management. Organised. Customer focussed. Excellent English oral and written communication. About us: The home of amazing architecture. Adara is a dynamic architectural and planning practice based in London, specializing in high-quality residential projects with select commercial work - we work on some really fun projects. Founded in 2018, our team brings over 20 years of combined experience in planning and design, offering expert guidance to bring our clients' visions to life. We don t just design homes we redefine them. With a perfect blend of planning expertise and creative vision, we push the boundaries of modern architecture to create spaces that are as functional as they are stunning. Our team is made up of innovators, problem-solvers, and passionate designers who thrive on collaboration and fresh ideas. At Adara, we are more than just architects and planners; we are a team driven by passion, collaboration, and excellence. We cultivate a culture of trust, respect, and shared success, where every team member plays a vital role in shaping the future of our practice. We prioritise quality over quantity, carefully selecting projects that inspire us challenging yet rewarding designs that push boundaries and spark creativity. If you're looking to be part of a forward-thinking, supportive, and talented team, then look no further! The Opportunity: We are looking for a highly organised and proactive Client Projects Coordinator / Administrator to join our London-based team. This role is central to keeping our projects moving ensuring smooth communication between clients, architects, planners, and external stakeholders, while managing the day-to-day administration that underpins our success. As the key point of contact for clients, you ll keep them updated on progress, handle queries with professionalism, and provide clear, timely updates. You ll also manage the administrative side of projects from preparing and sending fee proposals, supporting planners with applications, and processing invoices, to maintaining accurate records and keeping deadlines on track using our CRM systems. Once fully trained, you ll enjoy the flexibility of hybrid working (minimum one day per week in the office) while remaining an integral part of our collaborative team. You ll also play an active role in building client relationships handling new enquiries, setting up proposals, dispatching documents, and ensuring smooth onboarding. With over 100 live projects on the go, no two days are ever the same and there s always something exciting to coordinate. Other tasks include: • Generating and issuing invoices; tracking payments • Managing banking and financial transactions • Submitting online applications • Client communication and updates • Vendor coordination and client support • Invoice tracking and follow-ups • Internal project coordination • Scheduling and call coordination • Documenting processes and workflows • Maintaining centralised knowledge sharing & CRM About you: • 3-5 years of demonstrable office-based experience in a fast-paced environment, showcasing strong administrative and coordination skills • Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) with the ability to efficiently manage documents, spreadsheets, and communications • Excellent command of English (both written and spoken) with advanced communication skills to convey information clearly and professionally • Exceptional written and verbal communication skills, ensuring clarity and professionalism in client interactions and internal coordination • Strong attention to detail and accuracy, with a critical eye for reviewing documents, invoices, and correspondence • Excellent interpersonal and relationship-building skills, with a client-focused approach to maintaining strong connections with key clients and service users • Ability to work effectively under pressure, managing multiple tasks and deadlines in a dynamic environment • Team player with a proactive mindset, capable of working collaboratively while also taking initiative and handling responsibilities independently • No prior experience in planning or architecture is required, but a background or interest in the field is a plus Sounds like a good fit? Apply here for a fast-track path to our amazing Founder Dominic. Your Experience / Background / Previous Roles May Include: Administrator, Coordinator, Customer Service, Customer Support, Client Support, Client Success, Office Manager, Team Administrator, Team Coordinator, EA, PA, Executive Assistant, Personal Assistant, Architect Team Assistant. Application notice We take your privacy seriously. As you might expect you may be contacted by email, text or telephone. Your data is processed by our talent partner RR (Recruitment Revolution) on the basis of their legitimate interests in fulfilling the recruitment process. Please refer to their Data Privacy Policy & Notice on their website for further details.
May 01, 2026
Full time
Adara is where work meets fun. Sure, work can be dull sometimes - but not here. We keep things lively with plenty of laughs along the way. Don t get us wrong - we work hard, but we have a blast doing it. At Adara, we believe great design starts with great people. That s why we foster a culture where creativity is celebrated, innovation is embraced, and career growth is a priority. If you re looking for a workplace as forward-thinking as the designs we create where no two days are the same and problem-solving is part of the everyday then you belong at Adara. You ll be a perfect match if you: Thrive in a fast-paced, dynamic environment Are a proactive multitasker who loves making things happen Want to be part of a collaborative, supportive team where your ideas truly matter You get things done - independently The Role at a Glance: Client Projects Coordinator North London Mill Hill Office Based Minimum 2 Day Per Week / Hybrid Working £30,000 - £35,000 Full Time - Permanent Hours: 37.5 Hours Per Week, Monday - Friday, 9am - 5pm Culture: Trust, Respect, Shared Success, laugh a lot, Work a lot Company: A forward-thinking architecture and planning firm Your Background / Skills: Administration, Coordination, Client Support, Customer Service, Stakeholder Management Skills: Friendly. Great Time management. Organised. Customer focussed. Excellent English oral and written communication. About us: The home of amazing architecture. Adara is a dynamic architectural and planning practice based in London, specializing in high-quality residential projects with select commercial work - we work on some really fun projects. Founded in 2018, our team brings over 20 years of combined experience in planning and design, offering expert guidance to bring our clients' visions to life. We don t just design homes we redefine them. With a perfect blend of planning expertise and creative vision, we push the boundaries of modern architecture to create spaces that are as functional as they are stunning. Our team is made up of innovators, problem-solvers, and passionate designers who thrive on collaboration and fresh ideas. At Adara, we are more than just architects and planners; we are a team driven by passion, collaboration, and excellence. We cultivate a culture of trust, respect, and shared success, where every team member plays a vital role in shaping the future of our practice. We prioritise quality over quantity, carefully selecting projects that inspire us challenging yet rewarding designs that push boundaries and spark creativity. If you're looking to be part of a forward-thinking, supportive, and talented team, then look no further! The Opportunity: We are looking for a highly organised and proactive Client Projects Coordinator / Administrator to join our London-based team. This role is central to keeping our projects moving ensuring smooth communication between clients, architects, planners, and external stakeholders, while managing the day-to-day administration that underpins our success. As the key point of contact for clients, you ll keep them updated on progress, handle queries with professionalism, and provide clear, timely updates. You ll also manage the administrative side of projects from preparing and sending fee proposals, supporting planners with applications, and processing invoices, to maintaining accurate records and keeping deadlines on track using our CRM systems. Once fully trained, you ll enjoy the flexibility of hybrid working (minimum one day per week in the office) while remaining an integral part of our collaborative team. You ll also play an active role in building client relationships handling new enquiries, setting up proposals, dispatching documents, and ensuring smooth onboarding. With over 100 live projects on the go, no two days are ever the same and there s always something exciting to coordinate. Other tasks include: • Generating and issuing invoices; tracking payments • Managing banking and financial transactions • Submitting online applications • Client communication and updates • Vendor coordination and client support • Invoice tracking and follow-ups • Internal project coordination • Scheduling and call coordination • Documenting processes and workflows • Maintaining centralised knowledge sharing & CRM About you: • 3-5 years of demonstrable office-based experience in a fast-paced environment, showcasing strong administrative and coordination skills • Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) with the ability to efficiently manage documents, spreadsheets, and communications • Excellent command of English (both written and spoken) with advanced communication skills to convey information clearly and professionally • Exceptional written and verbal communication skills, ensuring clarity and professionalism in client interactions and internal coordination • Strong attention to detail and accuracy, with a critical eye for reviewing documents, invoices, and correspondence • Excellent interpersonal and relationship-building skills, with a client-focused approach to maintaining strong connections with key clients and service users • Ability to work effectively under pressure, managing multiple tasks and deadlines in a dynamic environment • Team player with a proactive mindset, capable of working collaboratively while also taking initiative and handling responsibilities independently • No prior experience in planning or architecture is required, but a background or interest in the field is a plus Sounds like a good fit? Apply here for a fast-track path to our amazing Founder Dominic. Your Experience / Background / Previous Roles May Include: Administrator, Coordinator, Customer Service, Customer Support, Client Support, Client Success, Office Manager, Team Administrator, Team Coordinator, EA, PA, Executive Assistant, Personal Assistant, Architect Team Assistant. Application notice We take your privacy seriously. As you might expect you may be contacted by email, text or telephone. Your data is processed by our talent partner RR (Recruitment Revolution) on the basis of their legitimate interests in fulfilling the recruitment process. Please refer to their Data Privacy Policy & Notice on their website for further details.
Ready for the next step in management with the UKs largest Automotive service, maintenance and repair business and we offer great career opportunities, benefits, and an uncapped bonus scheme! As an Assistant Manager, youll work alongside the Centre Manager to provide productive management and leadership, driving profitability, with firm focus on the customers journey click apply for full job details
May 01, 2026
Full time
Ready for the next step in management with the UKs largest Automotive service, maintenance and repair business and we offer great career opportunities, benefits, and an uncapped bonus scheme! As an Assistant Manager, youll work alongside the Centre Manager to provide productive management and leadership, driving profitability, with firm focus on the customers journey click apply for full job details
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
May 01, 2026
Full time
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
PURCHASING ADMINISTRATOR / ASSISTANT BASED DUNFERMLINE, FIFE, PERMANENT JOB EXCELLENT SALARY AND BENEFITS PACKAGE Headquartered in Dunfermline and with multiple locations throughout Scotland, GRW Talent's client is amongst the UK's largest home improvement companies with a highly recognisable and established brand that is synonymous with quality. Due to continuous sales growth in both their domestic and commercial customer bases, they now need to hire a Purchasing Assistant. You will be part of a small team within the purchasing department and will be responsible for liaising with management and colleagues within different departments to expedite orders and deal with queries. You should be a confident communicator, able to exhibit excellent attention to detail and be keen to progress within a fast-paced office-based role and will be will be expected to multitask on a daily basis. You should possess current relevant IT skills, particularly Microsoft Excel. Your role will involve: Carrying out a range of administrative duties including accurate data entry and filing Coding and pricing purchase orders Approving invoices Booking deliveries Liaising with a number of different departments, seeking updates and expediting materials, services and bought-in products Speaking to external suppliers as required This opportunity will be suited to someone who has completed a Business or Administration qualifications at school or college or has experience within a previous role in purchasing. This is a unique opportunity to join one of Scotland's leading brands, offering fantastic career opportunities and the autonomy to make a real difference within an organisation already committed to growth, service excellence and uncompromising safety standards. Candidates can expect superb job security, ongoing training and career development. Your base salary is supplemented by a solid company pension and 31 days holiday per year. To apply to this role please contact our recruitment partner Katie Hydes at GRW Talent.
May 01, 2026
Full time
PURCHASING ADMINISTRATOR / ASSISTANT BASED DUNFERMLINE, FIFE, PERMANENT JOB EXCELLENT SALARY AND BENEFITS PACKAGE Headquartered in Dunfermline and with multiple locations throughout Scotland, GRW Talent's client is amongst the UK's largest home improvement companies with a highly recognisable and established brand that is synonymous with quality. Due to continuous sales growth in both their domestic and commercial customer bases, they now need to hire a Purchasing Assistant. You will be part of a small team within the purchasing department and will be responsible for liaising with management and colleagues within different departments to expedite orders and deal with queries. You should be a confident communicator, able to exhibit excellent attention to detail and be keen to progress within a fast-paced office-based role and will be will be expected to multitask on a daily basis. You should possess current relevant IT skills, particularly Microsoft Excel. Your role will involve: Carrying out a range of administrative duties including accurate data entry and filing Coding and pricing purchase orders Approving invoices Booking deliveries Liaising with a number of different departments, seeking updates and expediting materials, services and bought-in products Speaking to external suppliers as required This opportunity will be suited to someone who has completed a Business or Administration qualifications at school or college or has experience within a previous role in purchasing. This is a unique opportunity to join one of Scotland's leading brands, offering fantastic career opportunities and the autonomy to make a real difference within an organisation already committed to growth, service excellence and uncompromising safety standards. Candidates can expect superb job security, ongoing training and career development. Your base salary is supplemented by a solid company pension and 31 days holiday per year. To apply to this role please contact our recruitment partner Katie Hydes at GRW Talent.
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
May 01, 2026
Full time
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
Showroom Manager (Full-Time) & Showroom Assistant (Part-Time) Location: Hillers Garden Centre, Fairford Road, Lechlade, GL7 3DP Working Patterns We are hiring for two positions to cover our 7-day showroom operation: Full-Time Showroom Manager Wednesday Saturday: 9:00 AM 5:30 PM Sunday: 10:30 AM 4:30 PM Part-Time Showroom Assistant Monday: 9:00 AM 5:30 PM Tuesday: 9:00 AM 5:30 PM About Us TWC Home Improvements is a growing home improvement company specialising in high-quality windows, doors, and living spaces. We pride ourselves on delivering excellent customer service and helping homeowners transform their properties with stylish, energy-efficient solutions. The Roles We are looking for friendly, approachable, and well-presented individuals to run and support our showroom at Hillers Garden Centre. You will be the first point of contact for visitors creating a welcoming, relaxed environment while identifying opportunities to engage customers and generate leads for our sales team. This is about people skills and timing, not pushy selling. Key Responsibilities Managing and supporting the day-to-day running of the showroom Welcoming and engaging customers Providing guidance on products Booking qualified appointments for the sales team Maintaining a clean, professional showroom Working towards lead-generation targets About You Friendly, confident, and approachable Smart and professional in presentation Good at reading customers and knowing when to engage Motivated by targets and results Customer-facing experience is helpful but not essential Willing to learn and build product knowledge What We Offer Competitive salary (pro rata for part-time) Bonus scheme based on performance Full training provided A supportive and growing company Consistent, structured working days Opportunity to grow within the business Apply Now If you enjoy working with people and want to be part of a growing business, we d love to hear from you. Please send your CV along with a short introduction and confirm whether you are applying for: Full-Time (Wed Sun) Part-Time (Mon Tues) Equals One is an advertising and recruitment agency working on behalf of our client to promote this vacancy. You may be contacted directly by the employer should they wish to progress your application. Due to the number of applications we receive, we are unable to provide specific feedback if your application is unsuccessful.
May 01, 2026
Full time
Showroom Manager (Full-Time) & Showroom Assistant (Part-Time) Location: Hillers Garden Centre, Fairford Road, Lechlade, GL7 3DP Working Patterns We are hiring for two positions to cover our 7-day showroom operation: Full-Time Showroom Manager Wednesday Saturday: 9:00 AM 5:30 PM Sunday: 10:30 AM 4:30 PM Part-Time Showroom Assistant Monday: 9:00 AM 5:30 PM Tuesday: 9:00 AM 5:30 PM About Us TWC Home Improvements is a growing home improvement company specialising in high-quality windows, doors, and living spaces. We pride ourselves on delivering excellent customer service and helping homeowners transform their properties with stylish, energy-efficient solutions. The Roles We are looking for friendly, approachable, and well-presented individuals to run and support our showroom at Hillers Garden Centre. You will be the first point of contact for visitors creating a welcoming, relaxed environment while identifying opportunities to engage customers and generate leads for our sales team. This is about people skills and timing, not pushy selling. Key Responsibilities Managing and supporting the day-to-day running of the showroom Welcoming and engaging customers Providing guidance on products Booking qualified appointments for the sales team Maintaining a clean, professional showroom Working towards lead-generation targets About You Friendly, confident, and approachable Smart and professional in presentation Good at reading customers and knowing when to engage Motivated by targets and results Customer-facing experience is helpful but not essential Willing to learn and build product knowledge What We Offer Competitive salary (pro rata for part-time) Bonus scheme based on performance Full training provided A supportive and growing company Consistent, structured working days Opportunity to grow within the business Apply Now If you enjoy working with people and want to be part of a growing business, we d love to hear from you. Please send your CV along with a short introduction and confirm whether you are applying for: Full-Time (Wed Sun) Part-Time (Mon Tues) Equals One is an advertising and recruitment agency working on behalf of our client to promote this vacancy. You may be contacted directly by the employer should they wish to progress your application. Due to the number of applications we receive, we are unable to provide specific feedback if your application is unsuccessful.
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
May 01, 2026
Full time
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
Ready for the next step in management with the UKs largest Automotive service, maintenance and repair business and we offer great career opportunities, benefits, and an uncapped bonus scheme! As an Assistant Manager, youll work alongside the Centre Manager to provide productive management and leadership, driving profitability, with firm focus on the customers journey click apply for full job details
May 01, 2026
Full time
Ready for the next step in management with the UKs largest Automotive service, maintenance and repair business and we offer great career opportunities, benefits, and an uncapped bonus scheme! As an Assistant Manager, youll work alongside the Centre Manager to provide productive management and leadership, driving profitability, with firm focus on the customers journey click apply for full job details
We're currently recruiting for talented Bar Staff to help us create beautifully crafted drinks and provide exceptional customer service for Defence on a permanent casual basis, contracted to 0 hours per week. As Bar Personnel, you will use your skills to deliver first-class service and perfectly presented drinks to our customers. You'll get given every opportunity to progress within a company that invests in its people, celebrates individuality, and rewards and recognises employees who go beyond the plate. Here's an idea of what your shift patterns will be: Staggered shifts Could you bring your spark to Defence? Here's what you need to know before applying: Your key responsibilities will include: Preparing perfectly blended drinks and serving high-quality food that delights our customers Maintaining an effective bar service with an emphasis on high-quality, efficient service Keeping the bar area clean Having a perfect knowledge of all beverages served in the bar, how to prepare them and how they should be presented Receiving and processing payments (cash and credit cards) Being an enthusiastic team player and excellent communicator Representing Defence and maintaining a positive brand image Complying with Food Handling & Hygiene standards Complying with Health & Safety regulations Our ideal Bar Staff will: Be a brilliant communicator and easily build relationships Have a warm personality and smartly presented Be committed to delivering high levels of customer service Strive for excellence in an eager and motivated manner Take initiative and make decisions that are right for our customers Possess the ability to work under pressure Demonstrate exceptional timekeeping and reliability Part of Compass Group UK&I, ESS is the Defence, Government, and Energy services sector of Compass Group UK & Ireland. We support 250+ UK military establishments, high profile police, secure environments and government sites, along with a range of onshore and offshore facilities including platforms, drilling rigs, floatels and offices for the energy sector. We know that a friendly face makes all the difference, so we look for people who are passionate about delivering excellent customer service, at all levels, to join our teams. Job Reference: com BU Compass Group UK&I is committed to fostering an environment where every individual can truly be themselves at work and has equal opportunities to advance in their careers. We strive to build a culture that respects and celebrates the unique talents, beliefs, backgrounds, and abilities of all our team members. We want our colleagues to feel valued, empowered to reach their full potential, and to thrive - because diversity is our strength!
May 01, 2026
Full time
We're currently recruiting for talented Bar Staff to help us create beautifully crafted drinks and provide exceptional customer service for Defence on a permanent casual basis, contracted to 0 hours per week. As Bar Personnel, you will use your skills to deliver first-class service and perfectly presented drinks to our customers. You'll get given every opportunity to progress within a company that invests in its people, celebrates individuality, and rewards and recognises employees who go beyond the plate. Here's an idea of what your shift patterns will be: Staggered shifts Could you bring your spark to Defence? Here's what you need to know before applying: Your key responsibilities will include: Preparing perfectly blended drinks and serving high-quality food that delights our customers Maintaining an effective bar service with an emphasis on high-quality, efficient service Keeping the bar area clean Having a perfect knowledge of all beverages served in the bar, how to prepare them and how they should be presented Receiving and processing payments (cash and credit cards) Being an enthusiastic team player and excellent communicator Representing Defence and maintaining a positive brand image Complying with Food Handling & Hygiene standards Complying with Health & Safety regulations Our ideal Bar Staff will: Be a brilliant communicator and easily build relationships Have a warm personality and smartly presented Be committed to delivering high levels of customer service Strive for excellence in an eager and motivated manner Take initiative and make decisions that are right for our customers Possess the ability to work under pressure Demonstrate exceptional timekeeping and reliability Part of Compass Group UK&I, ESS is the Defence, Government, and Energy services sector of Compass Group UK & Ireland. We support 250+ UK military establishments, high profile police, secure environments and government sites, along with a range of onshore and offshore facilities including platforms, drilling rigs, floatels and offices for the energy sector. We know that a friendly face makes all the difference, so we look for people who are passionate about delivering excellent customer service, at all levels, to join our teams. Job Reference: com BU Compass Group UK&I is committed to fostering an environment where every individual can truly be themselves at work and has equal opportunities to advance in their careers. We strive to build a culture that respects and celebrates the unique talents, beliefs, backgrounds, and abilities of all our team members. We want our colleagues to feel valued, empowered to reach their full potential, and to thrive - because diversity is our strength!
Assistant Manager - Woolhampton Do you love recognition, career progression and team nights out? We're looking for an ambitious Assistant Manager to join us at The Rowbarge. Come and be a part of our family! There's plenty in it for you: Your Bread and Butter Basic up to 32,000 plus tronc (that's your card tips that are paid into your bank) Paid overtime Great cash tips Plus bonus up to 1,000 per annum (OTE) The Extras We know you work hard so we feed you well - free meals on shift, choose from the menu! 30% discount for you, your friends and family across B&P and our group including Wagamama. It's never too early to start saving for the future with a NEST pension. Protection for your family with life assurance. Great discounts via Perks on Tap saving you money on everyday purchases and more. Cycle to work scheme. 1,000 referral bonus for introducing new Managers or Chefs to the company. Stream - use flexible pay to choose when to get paid. Your Wellbeing - it's important to us! Free 24-hour confidential legal and information helpline for you and your family. Bespoke wellbeing support offering free counselling for all crew. Access to health checks and virtual GP appointments. Discounted gym membership. Plenty of social get togethers - it's not all work and no play. Recognition platform with regular thankyous. We want you to grow with us Superb internal and external development programmes to support your progress. Earn while you learn - we partner with national training provider HIT to support our work-based level 3 and 4 apprentices. WSET level 2 and cellar management courses. We encourage movement between our pubs so you can have a long-term career with B&P. About you As Assistant Manager you'll be at the heart of our management team helping to ensure the smooth running of our busy pub. You'll be welcoming and looking after customers, helping to train and lead our lovely bar/waiting team, managing busy services and running special events. You'll also be involved in deciding what beers to have on tap, which gins and wines we serve and what events to run. About Brunning and Price A family of 79 pubs and still growing! A company with heart, where individuality, personality and diversity are encouraged. A company committed to reducing our carbon footprint, working sustainably and supporting our local communities. If you have experience as an assistant manager or assistant restaurant manager within a gastro pub, restaurant, bar, hotel or elsewhere in the hospitality sector then make your next career move with Brunning and Price. Apply now!
May 01, 2026
Full time
Assistant Manager - Woolhampton Do you love recognition, career progression and team nights out? We're looking for an ambitious Assistant Manager to join us at The Rowbarge. Come and be a part of our family! There's plenty in it for you: Your Bread and Butter Basic up to 32,000 plus tronc (that's your card tips that are paid into your bank) Paid overtime Great cash tips Plus bonus up to 1,000 per annum (OTE) The Extras We know you work hard so we feed you well - free meals on shift, choose from the menu! 30% discount for you, your friends and family across B&P and our group including Wagamama. It's never too early to start saving for the future with a NEST pension. Protection for your family with life assurance. Great discounts via Perks on Tap saving you money on everyday purchases and more. Cycle to work scheme. 1,000 referral bonus for introducing new Managers or Chefs to the company. Stream - use flexible pay to choose when to get paid. Your Wellbeing - it's important to us! Free 24-hour confidential legal and information helpline for you and your family. Bespoke wellbeing support offering free counselling for all crew. Access to health checks and virtual GP appointments. Discounted gym membership. Plenty of social get togethers - it's not all work and no play. Recognition platform with regular thankyous. We want you to grow with us Superb internal and external development programmes to support your progress. Earn while you learn - we partner with national training provider HIT to support our work-based level 3 and 4 apprentices. WSET level 2 and cellar management courses. We encourage movement between our pubs so you can have a long-term career with B&P. About you As Assistant Manager you'll be at the heart of our management team helping to ensure the smooth running of our busy pub. You'll be welcoming and looking after customers, helping to train and lead our lovely bar/waiting team, managing busy services and running special events. You'll also be involved in deciding what beers to have on tap, which gins and wines we serve and what events to run. About Brunning and Price A family of 79 pubs and still growing! A company with heart, where individuality, personality and diversity are encouraged. A company committed to reducing our carbon footprint, working sustainably and supporting our local communities. If you have experience as an assistant manager or assistant restaurant manager within a gastro pub, restaurant, bar, hotel or elsewhere in the hospitality sector then make your next career move with Brunning and Price. Apply now!
Content below for Recruitment purposes only You've got opportunities in store. From wowing customers to nurturing colleagues, this is a role where you can make a difference - all while perfecting the skills you'll need to one day have a store of your own. As one of our Assistant Store Managers, you'll make our customers feel comfortable and your team feel right at home. Helping them to hit their targets and get up to speed on the latest tech, you'll find out how amazing it feels when a plan comes together. So, no more counting down the clock. Your future starts here. What you'll do: Lead, engage and develop your team of tech-whizzes and people pros Empower that team to reach their ambitious targets Create an environment where every customer feels at ease Support the Store Manager with the day-to-day running of the store You'll definitely: Have some experience of coaching and building capability in a team Have an ability to lead teams to strong commercial and customer results Have some experience of managing your store in your Store Managers absence Have experience of driving customer service in a sales and service environment Be self-motivated and proactive You might even: Possess an ability to set and carry out long-term plans Have established coaching and development skills What's in it for you? Exceptional career progression in Retail and to other areas of BT with our Aspire internal development programme Competitive salary The opportunity to significantly increase your earnings, depending on your store and team performance Competitive healthcare and BT share plans 50% discount on an EE mobile package (30% for Friends and Family) 25 days' holiday (pro-rata) with the opportunity to buy a further 5 days, plus your birthday off The chance to win once-in-a-lifetime all-expense-paid trips and prizes BT TV, including BT Sport and NOW Entertainment Membership About EE Empowered, challenged, supported and rewarded, our people are the key to our success. Our people keep customers happy with great service, and our network, named best in the UK, is keeping their digital lives connected. Since becoming part of the BT family, we've focused on creating an energising culture that makes EE an even better place to build a career. We're at the top of our game, and this is your chance to join us. At EE, we're creating an inclusive working environment where people from all backgrounds can succeed. Diversity makes sense for us, for our customers and for our future. We value different perspectives, skills and experiences, and welcome applications from all sections of the community. We're therefore open to considering flexible working, things like part-time hours or other flexible options. We also offer emergency time off for dependants in addition to generous maternity and paternity leave. It's our way of helping people find a job that suits them, so talk to us during the recruitment process to find out where you could fit in. This a regulated role and is subject to a bankruptcy check in addition to our regular pre employment checks.
May 01, 2026
Full time
Content below for Recruitment purposes only You've got opportunities in store. From wowing customers to nurturing colleagues, this is a role where you can make a difference - all while perfecting the skills you'll need to one day have a store of your own. As one of our Assistant Store Managers, you'll make our customers feel comfortable and your team feel right at home. Helping them to hit their targets and get up to speed on the latest tech, you'll find out how amazing it feels when a plan comes together. So, no more counting down the clock. Your future starts here. What you'll do: Lead, engage and develop your team of tech-whizzes and people pros Empower that team to reach their ambitious targets Create an environment where every customer feels at ease Support the Store Manager with the day-to-day running of the store You'll definitely: Have some experience of coaching and building capability in a team Have an ability to lead teams to strong commercial and customer results Have some experience of managing your store in your Store Managers absence Have experience of driving customer service in a sales and service environment Be self-motivated and proactive You might even: Possess an ability to set and carry out long-term plans Have established coaching and development skills What's in it for you? Exceptional career progression in Retail and to other areas of BT with our Aspire internal development programme Competitive salary The opportunity to significantly increase your earnings, depending on your store and team performance Competitive healthcare and BT share plans 50% discount on an EE mobile package (30% for Friends and Family) 25 days' holiday (pro-rata) with the opportunity to buy a further 5 days, plus your birthday off The chance to win once-in-a-lifetime all-expense-paid trips and prizes BT TV, including BT Sport and NOW Entertainment Membership About EE Empowered, challenged, supported and rewarded, our people are the key to our success. Our people keep customers happy with great service, and our network, named best in the UK, is keeping their digital lives connected. Since becoming part of the BT family, we've focused on creating an energising culture that makes EE an even better place to build a career. We're at the top of our game, and this is your chance to join us. At EE, we're creating an inclusive working environment where people from all backgrounds can succeed. Diversity makes sense for us, for our customers and for our future. We value different perspectives, skills and experiences, and welcome applications from all sections of the community. We're therefore open to considering flexible working, things like part-time hours or other flexible options. We also offer emergency time off for dependants in addition to generous maternity and paternity leave. It's our way of helping people find a job that suits them, so talk to us during the recruitment process to find out where you could fit in. This a regulated role and is subject to a bankruptcy check in addition to our regular pre employment checks.
Role: Graduate Marketing Assistant Location: Shirley Solihull B90 Salary: 28,000 Benefits: Free onsite parking, 25 days holiday plus Bank Holidays and pension scheme We are working on behalf of our award-winning client which ranks in the top 50 companies within their industry sector in the UK. Due to their continued expansion, they are seeking to recruit a Graduate Marketing Assistant to assist with marketing activities with prospect and existing customers. As a Marketing Assistant, you will support across all areas of marketing including national marketing campaigns, retailer marketing support and brand communications. You will be expected to take ownership of delivering elements of a complete campaign plan and work independently to set briefs managing all aspects from creating printed marketing collateral to e-marketing campaigns. This is a varied and dynamic role where you will support both sales and marketing activities, manage customer relationships, and contribute to the development of direct marketing campaigns and sales initiatives. You will work closely with the Account Managers and sales teams to engage with both existing customers and new prospects, helping to drive revenue growth and enhance the customer journey As your marketing campaigns, will directly impact the financial success of the business supporting eth account managers you will be rewarded with a monthly team commission. This is an office based role at head office in Shirley Solihull. The working hours are Monday to Friday 9am until 5pm with half hour lunch. Role and responsibilities: As a Graduate Marketing Assistant, you will engage with prospective and existing customers to promote products and services Identify and develop new business opportunities Support and execute direct marketing campaigns and initiatives Work with marketing to develop campaign materials and drive engagement Support with delivering campaign meetings with relevant internal and external stakeholders, including administrative work such as note taking and reporting actions Communicate status updates across the business where required Help ensure all campaigns align with brand guidelines and regulatory requirements Conduct market research to ensure competitive positioning Build relationships with manufacturers and dealers to support campaign offers Upsell and cross-sell products and services Support account managers with new and existing business opportunities Prepare printed marketing collateral such as leaflets and point of sales documents Assist in the production of artwork, images, videos, text that is required for any potential rebrand projects Maintain accurate customer data using CRM systems Contribute ideas to improve sales performance and customer experience Skills and experience required: Degree educated or equivalent with in Marketing, Business or similar subjects Proven demonstrable experience in a similar Marketing role essential Strong communication skills (written and verbal) Confident engaging with customers over the phone and via email Ability to build strong, lasting relationships Highly organised with strong attention to detail Commercial awareness and ability to identify opportunities Team player with a proactive and flexible approach Innovative and visionary approach to provide new initiatives for sales and marketing Benefits 25 days holiday plus Bank Holidays 5% pension scheme Free parking available onsite Monthly commission If you have the relevant skills and experience, and actively seeking a Graduate Marketing Assistant role with an exciting and growing company then please apply today!
May 01, 2026
Full time
Role: Graduate Marketing Assistant Location: Shirley Solihull B90 Salary: 28,000 Benefits: Free onsite parking, 25 days holiday plus Bank Holidays and pension scheme We are working on behalf of our award-winning client which ranks in the top 50 companies within their industry sector in the UK. Due to their continued expansion, they are seeking to recruit a Graduate Marketing Assistant to assist with marketing activities with prospect and existing customers. As a Marketing Assistant, you will support across all areas of marketing including national marketing campaigns, retailer marketing support and brand communications. You will be expected to take ownership of delivering elements of a complete campaign plan and work independently to set briefs managing all aspects from creating printed marketing collateral to e-marketing campaigns. This is a varied and dynamic role where you will support both sales and marketing activities, manage customer relationships, and contribute to the development of direct marketing campaigns and sales initiatives. You will work closely with the Account Managers and sales teams to engage with both existing customers and new prospects, helping to drive revenue growth and enhance the customer journey As your marketing campaigns, will directly impact the financial success of the business supporting eth account managers you will be rewarded with a monthly team commission. This is an office based role at head office in Shirley Solihull. The working hours are Monday to Friday 9am until 5pm with half hour lunch. Role and responsibilities: As a Graduate Marketing Assistant, you will engage with prospective and existing customers to promote products and services Identify and develop new business opportunities Support and execute direct marketing campaigns and initiatives Work with marketing to develop campaign materials and drive engagement Support with delivering campaign meetings with relevant internal and external stakeholders, including administrative work such as note taking and reporting actions Communicate status updates across the business where required Help ensure all campaigns align with brand guidelines and regulatory requirements Conduct market research to ensure competitive positioning Build relationships with manufacturers and dealers to support campaign offers Upsell and cross-sell products and services Support account managers with new and existing business opportunities Prepare printed marketing collateral such as leaflets and point of sales documents Assist in the production of artwork, images, videos, text that is required for any potential rebrand projects Maintain accurate customer data using CRM systems Contribute ideas to improve sales performance and customer experience Skills and experience required: Degree educated or equivalent with in Marketing, Business or similar subjects Proven demonstrable experience in a similar Marketing role essential Strong communication skills (written and verbal) Confident engaging with customers over the phone and via email Ability to build strong, lasting relationships Highly organised with strong attention to detail Commercial awareness and ability to identify opportunities Team player with a proactive and flexible approach Innovative and visionary approach to provide new initiatives for sales and marketing Benefits 25 days holiday plus Bank Holidays 5% pension scheme Free parking available onsite Monthly commission If you have the relevant skills and experience, and actively seeking a Graduate Marketing Assistant role with an exciting and growing company then please apply today!
Administrative Assistant Location : The job is based at our Leith branch: 41 St Clair Street, Edinburgh, EH6 8LB Salary : £14.50 per hour, with a yearly salary of £27,332.50 based on full-time hours Contract : Full time, FTC (12 Months), possibility of permanence Hours: Monday Friday 9.00am 5.00pm (flexible/shorter hours negotiable) Benefits : Company pension, 28 days annual leave (including bank holidays), employee discount scheme. Pentland Component Parts Ltd is a specialist in vehicle parts distribution and has a vacancy for an Administrative Assistant. The company is looking for a friendly, outgoing individual to join our team at our head office in Leith, initially for a 12-month period to cover a maternity absence, with the possibility of a permanent position. As an Administrative Assistant, you will be based in our accounts office, fulfilling various administrative tasks, as outlined below. Responsibilities: Reporting to the Office Manager, your duties will include, but are not limited to: Reconciliation of payments, receipts and invoices. Entering data into our MAM computer system. Responding to customer queries via telephone and email. Assisting Managers with day-to-day requests. Managing holiday requests and sickness records. Assisting with customer promotions and supplier workouts. Invoicing. Using Microsoft Excel and Word for various purposes. Conducting various other administrative tasks. Requirements : Excellent organisational skills are essential to this role, as well as IT literacy, including the use of Microsoft Word and Excel. The ideal candidate will have administrative experience, but this isn t essential. They will also: Have a can-do, positive attitude. Be able to work well and deliver results under pressure. Be organised with great attention to detail. Be dynamic, outgoing and energetic. Have a willingness to learn and develop. Be able to work independently and be a team player. Have excellent interpersonal and communication skills, both written and verbal. Our Company : We are an award-winning motor factor, with over 40 years of experience distributing vehicle parts to garages and workshops in Lothian Region. We have built an excellent reputation among our customers and industry colleagues for supplying high-quality automotive products with a particular focus on outstanding service. Our people are fundamental to our success, and you could be part of the team! You can learn more about the Company and what we by visiting our company website! How to apply : If you are interested in this role and feel you have the right qualities to offer, please send a C.V. by clicking on APPLY today! No agencies please.
May 01, 2026
Contractor
Administrative Assistant Location : The job is based at our Leith branch: 41 St Clair Street, Edinburgh, EH6 8LB Salary : £14.50 per hour, with a yearly salary of £27,332.50 based on full-time hours Contract : Full time, FTC (12 Months), possibility of permanence Hours: Monday Friday 9.00am 5.00pm (flexible/shorter hours negotiable) Benefits : Company pension, 28 days annual leave (including bank holidays), employee discount scheme. Pentland Component Parts Ltd is a specialist in vehicle parts distribution and has a vacancy for an Administrative Assistant. The company is looking for a friendly, outgoing individual to join our team at our head office in Leith, initially for a 12-month period to cover a maternity absence, with the possibility of a permanent position. As an Administrative Assistant, you will be based in our accounts office, fulfilling various administrative tasks, as outlined below. Responsibilities: Reporting to the Office Manager, your duties will include, but are not limited to: Reconciliation of payments, receipts and invoices. Entering data into our MAM computer system. Responding to customer queries via telephone and email. Assisting Managers with day-to-day requests. Managing holiday requests and sickness records. Assisting with customer promotions and supplier workouts. Invoicing. Using Microsoft Excel and Word for various purposes. Conducting various other administrative tasks. Requirements : Excellent organisational skills are essential to this role, as well as IT literacy, including the use of Microsoft Word and Excel. The ideal candidate will have administrative experience, but this isn t essential. They will also: Have a can-do, positive attitude. Be able to work well and deliver results under pressure. Be organised with great attention to detail. Be dynamic, outgoing and energetic. Have a willingness to learn and develop. Be able to work independently and be a team player. Have excellent interpersonal and communication skills, both written and verbal. Our Company : We are an award-winning motor factor, with over 40 years of experience distributing vehicle parts to garages and workshops in Lothian Region. We have built an excellent reputation among our customers and industry colleagues for supplying high-quality automotive products with a particular focus on outstanding service. Our people are fundamental to our success, and you could be part of the team! You can learn more about the Company and what we by visiting our company website! How to apply : If you are interested in this role and feel you have the right qualities to offer, please send a C.V. by clicking on APPLY today! No agencies please.
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
Accounts Assistant Location: Stoke-on-Trent Salary: £30,000 Reference: ASPLIV Our client is looking for a proactive Accounts Assistant to join their finance team. This is a great opportunity for someone with solid accounts experience who enjoys working across both sales and purchase ledgers, getting involved in month end processes, and playing a key role in maintaining accurate financial records. Responsibilities: Manage customer invoicing, statements, and support credit control activity Process supplier invoices, expenses, and assist with payment runs Reconcile bank statements and allocate payments accurately Support cash forecasting activities Handle customer and supplier queries professionally and efficiently Assist with month-end processes including accruals, prepayments, and VAT returns Maintain accurate records within Sage (or similar accounting systems) Support audit preparation and wider finance process improvements Provide general administrative support to the finance team Requirements: Previous experience in a finance, accounts, or bookkeeping role AAT Level 2 or equivalent Strong attention to detail and accuracy Good organisational and time management skills Confident communicator across all levels of the business Competent in Sage (preferred) and Excel Able to manage multiple priorities in a fast-paced environment Packag Details / Benefits: 07:00-16:00 Monday to Thursday / 07:00-15:00 Friday 31 days annual leave (including bank holidays), increasing with length of service Standard pension scheme, increasing to 5% employer contribution after 2 years and 10% after 5 years of service Life assurance at x2 salary Access to a health and wellbeing app Annual discretionary bonus Annual pay reviews To Contact Direct: Daniel Barnett Senior Executive Consultant (phone number removed) (url removed) At Aspion, our core values have been built around the importance of transparency, innovation, passion, and collaboration. As such, we are committed to open communication and the protection of your privacy. We have updated our policies in line with General Data Protection Regulation laws to make it easier for you to understand how we collect, store, and handle your data these can be viewed on our website.
May 01, 2026
Full time
Accounts Assistant Location: Stoke-on-Trent Salary: £30,000 Reference: ASPLIV Our client is looking for a proactive Accounts Assistant to join their finance team. This is a great opportunity for someone with solid accounts experience who enjoys working across both sales and purchase ledgers, getting involved in month end processes, and playing a key role in maintaining accurate financial records. Responsibilities: Manage customer invoicing, statements, and support credit control activity Process supplier invoices, expenses, and assist with payment runs Reconcile bank statements and allocate payments accurately Support cash forecasting activities Handle customer and supplier queries professionally and efficiently Assist with month-end processes including accruals, prepayments, and VAT returns Maintain accurate records within Sage (or similar accounting systems) Support audit preparation and wider finance process improvements Provide general administrative support to the finance team Requirements: Previous experience in a finance, accounts, or bookkeeping role AAT Level 2 or equivalent Strong attention to detail and accuracy Good organisational and time management skills Confident communicator across all levels of the business Competent in Sage (preferred) and Excel Able to manage multiple priorities in a fast-paced environment Packag Details / Benefits: 07:00-16:00 Monday to Thursday / 07:00-15:00 Friday 31 days annual leave (including bank holidays), increasing with length of service Standard pension scheme, increasing to 5% employer contribution after 2 years and 10% after 5 years of service Life assurance at x2 salary Access to a health and wellbeing app Annual discretionary bonus Annual pay reviews To Contact Direct: Daniel Barnett Senior Executive Consultant (phone number removed) (url removed) At Aspion, our core values have been built around the importance of transparency, innovation, passion, and collaboration. As such, we are committed to open communication and the protection of your privacy. We have updated our policies in line with General Data Protection Regulation laws to make it easier for you to understand how we collect, store, and handle your data these can be viewed on our website.
Sales Assistant If you are looking to kick start your career as a sales assistant, the this is the role for you. As they are a thriving sales assistant, customer service and marketing company, who are due to open new locations soon, they have opportunities available within their ever-expanding sales assistant and customer service team! They pride themselves on a high standard of sales assistant product coaching and mentoring whilst providing their clients with new long-term customers. This makes them the perfect company to start your sales assistant career with. They are looking for driven people like you to join their friendly and fast-growing team. Initially you'll be mentored in promoting and selling their clients brand. There is also room to join other ambitious and career minded people on their Development Programme. They are looking for candidates who have these ideal attributes: - Self motivation and a strong work ethic - Great personal presentation - Strong team working skills - A positive approach to problem solving - A passion to achieve goals - A drive to succeed They offer: - Opportunities for career progression - Recognition and rewards for performance - Paid international trips for top performers - Improved communication skills in a face to face environment for non profit clients - Friendly and fun environments with a great social calendar - one on one coaching and mentoring in business from industry leading professionals If you are looking for an opportunity to be a part of a successful and passionate team in a vibrant company and think these qualities best describe you, then please click the APPLY button. Candidates must be over the age of 18 and they are unable to provide sponsorship for non EU citizens Please attach a copy of your CV and contact details and, if you are successful, they will contact you by telephone. This role is on a performance basis where you get paid per sale rather than your normal salary to reward performers. Applicants with experience in sales, customer service, retail, marketing, catering and hospitality, customer service training, field sales, marketing representative, waiter or waitress, call centre outbound and any other sales or customer service role could be at an advantage in our events environments. Apply now for the chance of an immediate start. Please note, by applying to this advert you acknowledge our privacy policy applies and give consent for Inc Recruitment to share the data you provide with our client so that they may contact you regarding the role or any other role they deem you suitable for. For more information, please see our website before applying
May 01, 2026
Full time
Sales Assistant If you are looking to kick start your career as a sales assistant, the this is the role for you. As they are a thriving sales assistant, customer service and marketing company, who are due to open new locations soon, they have opportunities available within their ever-expanding sales assistant and customer service team! They pride themselves on a high standard of sales assistant product coaching and mentoring whilst providing their clients with new long-term customers. This makes them the perfect company to start your sales assistant career with. They are looking for driven people like you to join their friendly and fast-growing team. Initially you'll be mentored in promoting and selling their clients brand. There is also room to join other ambitious and career minded people on their Development Programme. They are looking for candidates who have these ideal attributes: - Self motivation and a strong work ethic - Great personal presentation - Strong team working skills - A positive approach to problem solving - A passion to achieve goals - A drive to succeed They offer: - Opportunities for career progression - Recognition and rewards for performance - Paid international trips for top performers - Improved communication skills in a face to face environment for non profit clients - Friendly and fun environments with a great social calendar - one on one coaching and mentoring in business from industry leading professionals If you are looking for an opportunity to be a part of a successful and passionate team in a vibrant company and think these qualities best describe you, then please click the APPLY button. Candidates must be over the age of 18 and they are unable to provide sponsorship for non EU citizens Please attach a copy of your CV and contact details and, if you are successful, they will contact you by telephone. This role is on a performance basis where you get paid per sale rather than your normal salary to reward performers. Applicants with experience in sales, customer service, retail, marketing, catering and hospitality, customer service training, field sales, marketing representative, waiter or waitress, call centre outbound and any other sales or customer service role could be at an advantage in our events environments. Apply now for the chance of an immediate start. Please note, by applying to this advert you acknowledge our privacy policy applies and give consent for Inc Recruitment to share the data you provide with our client so that they may contact you regarding the role or any other role they deem you suitable for. For more information, please see our website before applying
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
Teleperformance Ltd
Newcastle Upon Tyne, Tyne And Wear
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
