Contact centre team leader Work, Jobs in Chalfont Saint Peter, Bkm (with Salaries)

Customer Experience Manager
Centre for Effective Dispute Resolution —London
- £42,000 - £48,000 a year
- Full-time
- Hybrid work
- Management
- Customer service
- Data analysis skills
- Life insurance
Quick apply
8d
Employee Relations Advisor
ABM UK —Hounslow
- Full-time
- Continuous improvement
- No degree
- Human resources
- Employee discount
Quick apply
Director of Client Services
CareADHD —Canary Wharf
- £90,000 - £120,000 a year
- Hybrid work
- Presentation skills
- Continuous improvement
- Team management
- Work from home
Quick apply
15h
Contact Centre Team Leader
Premium Credit Limited —London
- Monday to Friday
- Hybrid work
- Travel
- Recruiting
- Training & development
- Annual leave
- Employee assistance programme
Medical Support Specialist - Permanent Night Shift (Remote)
Careers at Eucalyptus —London
- 8 hour shift
- Remote
- Patient care
- School
Quick apply
Calling and Compliance Manager
One Sixty Fundraising —East London
- £29,000 - £34,000 a year
- Full-time
- Hybrid work
- Supervising experience
- Team management
- Organisational skills
- Store discount
- Employee discount
Quick apply
14d
People Operations Partner
Splendid Hospitality Group —Watford
- £45,000 - £50,000 a year
- Full-time
- Hybrid work
- Analysis skills
- Continuous improvement
- Mentoring
- Employee assistance programme
- Employee discount
Finance and Payroll Administrator
Sureserve —London
- £35,000 a month
- Travel
- Communication skills
- Annual leave
- Employee assistance programme
Quick apply
Sales Development Coach / Team Leader
MotorEasy —Reading
- £38,000 - £55,000 a year
- Full-time
- CRM software
- Mentoring
- Financial services
- Health & wellbeing programme
Quick apply
3d
Customer Service Team Leader
Morgan Sindall Property Services Limited —Welwyn Garden City
- £35,000 a year
- Full-time
- Presentation skills
- Team management
- Communication skills
- Annual leave
- Employee assistance programme
13d
Community Development Manager - Large Groups
Maybury & Sheerwater Community Trust —Woking
- £14.50 an hour
- Part-time
- Microsoft Word
- Management
- Computer literacy
Quick apply
8d
Business Support Assistant
ABM UK —London
- Full-time
- Organisational skills
- Communication skills
- Time management
- Employee discount
Quick apply
8d
Contact Center Service Supporter
Atos —London
- Part-time
- Computer literacy
- Continuous improvement
- Computer skills
- Annual leave
Thames Barrier and Associated Gates Senior Security Team Leader - 36091
Environment Agency —London
- £54,940 a year
- Full-time
- Presentation skills
- Communication skills
- Annual leave
- Flexible schedule
6d
Call Centre Team Leader
Expert Law —North Finchley
- £25,420 - £35,000 a year
- Full-time
- CRM software
- Analysis skills
- Computer skills
Quick apply
Laboratory Support Officer, Laboratory Services Department
Health Services Laboratories (HSL) —Watford
- Up to £29,324.40 a year
- Annual leave
- Employee assistance programme
8d
Void Coordinator
Synergize LTD —High Wycombe
- £32,000 a year
- Full-time
- Contracts
- In-person
Quick apply
12h
Head Of Centre - Property Management
LRG —Camberley
- £42,000 a year
- Monday to Friday
- Hybrid work
- Team management
- Mentoring
- Recruiting
- Employee discount
Quick apply
1d
Reservation Associate
Five Pizza Hospitality Services UK Ltd. —London
- £2,300 - £2,600 a month
- Full-time
- CRM software
- Computer literacy
- In-person
- Free parking
- Health & wellbeing programme
Quick apply
9d
Customer Service Representative
Ingeus —Croydon
- £28,860 a year
- Full-time
- Hybrid work
- CRM software
- Customer service
- Computer literacy
- Annual leave
- Employee assistance programme
Quick apply

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contact centre team leader jobs near chalfont saint peter, bkm

Customer Experience Manager

Centre for Effective Dispute Resolution -
London

Quick apply

Job details

Permanent | Full-time
£42,000 - £48,000 a year
8 days ago

Benefits

Cycle to work scheme
Private medical insurance
Life insurance

Qualifications

Management
Stakeholder collaboration
Customer service
Stakeholder liaison
Data analysis skills
English
Complaint handling
Supervising experience
Continuous improvement
Continuous improvement cycles oversight
Alternative dispute resolution
Management reporting
Professional development mentoring
Customer interaction
Training & development
ADR
Leadership
Team motivation leadership
Communication skills
Internal quality assurance
Internal audits

Full job description

CEDR is seeking an experienced and proactive Customer Experience Manager to join its Consumer Redress Unit. This is a key operational and strategic role, responsible for leading the delivery of an excellent customer experience across all CEDR’s consumer redress schemes, which span 12 industries.

The Consumer Redress Unit comprises approximately 10 in-house staff, supported by a team of 16 agents provided through a contact centre partner, handling tens of thousands of cases each year in partnership with our panel of 100+ arbitrators, adjudicators, and mediators. CEDR provides dispute resolution services for the customers and service users of many household names including Amazon, Cathy Pacific, the National Lottery, Ofsted, Royal Mail, SRA, Sky, TalkTalk, Virgin Media 02 and Vodafone Three.

The successful candidate will be a visible, dynamic leader with a deep commitment to customer-centric service delivery, continuous improvement, and the fair and efficient resolution of consumer complaints.

Role and Responsibilities:

Customer Journey & Service Improvement

Map and continuously improve the end-to-end customer journey from first contact through to case resolution
Identify pain points in complaint handling processes and design and implement targeted improvements
Simplify and improve communications, forms, and digital services to make them clear and easy to use
Ensure all services are accessible, inclusive, and easy to understand for all users, including vulnerable customers
Update and maintain service standards and customer care frameworks that reflect best practice
Implement and roll out accessibility and vulnerable customer support tools to consumer-facing teams

Complaints & Feedback Analysis

Lead on and respond to all forms of customer feedback, including complaints, satisfaction surveys, and escalations (including calls)
Monitor the customer complaints process to ensure all complaints are thoroughly investigated in compliance with regulatory requirements
Conduct Stage 1 and Stage 2 complaint reviews in line with CEDR’s published complaints policy
Identify recurring themes and systemic issues arising from complaints and feedback data
Ensure that lessons learned are fed back to teams and that changes to behaviour, process, or policy are implemented where necessary
Produce regular reports and recommendations for the Head of Dispute Resolution and senior leadership

Stakeholder & Public Engagement

Act as the voice of the customer within CEDR, championing customer needs in operational and strategic discussions
Engage with vulnerable customers and relevant advocacy groups to ensure CEDR’s services remain responsive and equitable
Attend client and regulator meetings as required, representing the Consumer Redress Unit
Collaborate with operational teams and external stakeholders to drive service excellence
Support public confidence in CEDR’s role as a trusted and impartial dispute resolution service

Quality Assurance & Compliance

Monitor the performance of contact centre staff through dip-sampling of phone calls and casework, ensuring customers receive a consistently high standard of service
Ensure all customer interactions meet applicable regulatory, ethical, and quality standards
Help maintain compliance with equality, accessibility, and data protection requirements
Support internal audits and governance reporting on customer experience matters
Ensure compliance with all contractual and regulatory SLAs and KPIs across schemes

Team Leadership & Training

Provide inspirational leadership and support across customer-facing teams, fostering a motivated, committed, and high-performing workforce
Devise, implement, and coordinate delivery of training programmes for line managers and frontline staff, focused on increasing capability and maintaining excellent customer service standards
Coach staff on empathy, effective communication, and complaint resolution
Implement training plans to improve customer service skills where performance gaps are identified
Promote a customer-centric culture throughout the organisation
Mentor line managers in regards to customer experience and provide ongoing support to contact centre staff

Performance & Operational Management

Track and report on key performance indicators including: Response and resolution times of complaints; Customer satisfaction scores from the surveys/feedback forms; Complaint escalation rates; First-contact resolution rates; Accessibility and vulnerable customer outcomes
Oversee rolling improvement and change programmes focused on efficiency and customer satisfaction
Support the team in ensuring sufficient customer service agent and adjudicator resources are available to service each scheme, maintaining short- and medium-term plans accordingly
Assist the Head of Dispute Resolution and Senior Leadership Team to develop and implement the yearly business plan, including budget and resource projections
Prepare and present monthly reports on customer experience to the Head of Dispute Resolution and team managers
Collaborate with colleagues on the preparation and presentation of tender proposals
Provide coverage when the Head of Dispute Resolution is absent

Digital & Service Design

Drive improvements to website usability and online complaint portals to enhance the customer experience
Support implementation and optimisation of case management systems
Use customer insight data and analytics to inform service design and continuous improvement initiatives
Support digital transformation projects within the Consumer Redress Unit

Essential Experience and Skills

Significant experience in previous customer experience (7 years+), customer services, or complaints management role within a regulated or public-facing environment
Demonstrable experience of designing and implementing customer journey improvements and service transformation programmes
Strong background in complaint handling and dispute resolution, with an understanding of relevant regulatory frameworks
Proven leadership and people management skills, including experience of coaching, training, and developing teams
Experience in data analysis, reporting, and translating customer insights into actionable recommendations
Excellent stakeholder management skills, with the ability to engage confidently with senior clients, regulators, and advocacy groups
Project management skills with the ability to manage multiple priorities and meet deadlines with minimal supervision
Experience with case management systems
High emotional intelligence and empathy, with a genuine commitment to fair and accessible public services
Exceptional verbal and written communication skills, with great attention to detail
Experience working within or alongside Alternative Dispute Resolution (ADR) schemes is desirable

About CEDR

The Centre for Effective Dispute Resolution (CEDR) specialises in mediation and alternative dispute resolution (ADR). We are an independent non-profit organisation and a registered charity. Our aim is to provide society with skills and solutions for effective dialogue, and to bring about sustainable change.

To achieve this, we operate in four main ways:

Promoting mediation through events, schemes, and services
Providing dispute resolution for individuals, businesses, and other organisations
Training mediators – to date, we have trained over 12,000 mediators worldwide
Offering consultancy to organisations to help prevent and resolve conflict

Pay: £42,000.00-£48,000.00 per year

Benefits:

Cycle to work scheme
Life insurance
Private medical insurance

Language:

English (required)

Work authorisation:

United Kingdom (required)

Work Location: Hybrid remote in London EC4M 8BU

Quick apply

Refine Your Search

contact centre team leader jobs in chalfont saint peter, bkm

Customer Experience Manager

Employee Relations Advisor

Director of Client Services

Contact Centre Team Leader

Medical Support Specialist - Permanent Night Shift (Remote)

Calling and Compliance Manager

People Operations Partner

Finance and Payroll Administrator

Sales Development Coach / Team Leader

Customer Service Team Leader

Community Development Manager - Large Groups

Business Support Assistant

Contact Center Service Supporter

Thames Barrier and Associated Gates Senior Security Team Leader - 36091

Call Centre Team Leader

Laboratory Support Officer, Laboratory Services Department

Void Coordinator

Head Of Centre - Property Management

Reservation Associate

Customer Service Representative

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