Contact Centre Manager
Camelot Group, United Kingdom
Job Description
We have a unique opportunity for an experienced Contact Centre Manager to join us as we lead The National Lottery through an exciting transformation to new operators, Allwyn. We will see new games, technologies and initiatives to enhance our portfolio, ensuring we continue to change the lives of players and participants of the wider National Lottery ecosystem.
The Contact Centre Manager is a permanent and hybrid role, working two days per week from our Watford HQ.
A Place To Be You
We want to create games that appeal to people from all walks of life and we need a rich and diverse blend of people to make that happen. We hire exclusively on talent and we want our employees to feel like they can bring their whole self to work every day.
How you'll make a difference
As the Contact Centre Manager, you'll be at the forefront of a game-changing journey. Your role is pivotal, ensuring we consistently deliver an exceptional service experience to our valued players and retailers across our channels (inbound voice, social media, web chat, healthy play and vulnerability and customer correspondence).
Your innovative thinking and leadership will be pivotal in evolving our service experience through technology and process improvements. You'll lead, motivate, and manage our Contact Centre team, ensuring their performance aligns with our Annual Business plan whilst achieving the highest standards of service delivery, commercial success, and compliance.
What you'll bring to the table
- Lead and inspire the Contact Centre teams to deliver excellence.
- Consistently meet regulatory and service delivery targets.
- Drive innovation and process improvement to meet player/retailer needs.
- Maintain compliance and integrity within the Contact Centre.
- Foster strong relationships with key stakeholders.
- Manage costs and drive efficiency through technology and process enhancements.
- Use data and insights to enhance customer service and operational efficiency.
Skills and experience
- Extensive experience in leading multi-channel Contact Centres.
- Proven track record in implementing digital service channels and telephony platforms.
- Strong leadership, coaching, and performance management skills.
- Excellence in creating a customer-centric culture.
- Proficiency in utilising data for service improvement.
What we’ll give you
We look after our people. There’s a competitive bonus and benefits scheme, 26 days of annual leave and a rather generous pension scheme. Thinking about your health? No probs - we’ll give you access to remote health and wellbeing support - including access to a free digital GP and virtual counselling. We’ll give you all of the kit and tools needed to succeed.
We take your development very seriously. We encourage you to treat every day as a learning day, we offer a series of AMAZING Learning Weeks throughout the year and you’ll have access to the Camelot Playbook from day one - a guide to help you be your best.
Why work at Camelot?
Camelot is the home of The National Lottery. We currently turnover in excess of 7 billion per year through our retail and digital channels and we do this with a workforce of just over 1,000 people - this means that every one of us has a part to play and make a difference.
Camelot changes lives for the better - not just for the many millionaire winners we create but with the 30 million a week we raise to thousands of good cause projects across the UK.
On top of this, we placed 35th in the Sunday Times Best 100 Mid Companies 2020.
National-lottery.co.uk is one of the UK’s top e-commerce sites - this is measured by web traffic and we have more than 11 million registered players. We also operate four of the UK’s biggest FMCG brands including the iconic Lotto and EuroMillions.
Want to find out more? Watch our This is what makes us Camelot video or search #ProudToBeCamelot on socials