Do you want a career within a business that is not driven by profit, but by providing excellent service? A career within a business that is sustained by a genuine community, with everyone coming together to support each other? A career with an amazing history and a bright future?
With a 119-year history, a mutual ethos and over 850,000 members, Benenden Health is a unique place to work. Whatever the department, no 2 days are ever the same and the opportunities are as diverse as the members we serve.

We are currently recruiting for a Contact Centre Team Manager, with previous experience of managing a team, this role reporting to the Senior Contact Centre Manager Member Services, the role will:

• Direct, manage and have full accountability of up to 12 advisors, delivering an excellent experience for all enquiries.
• Achieve KPIs through effective coaching, regular 121s, feedback and buzz sessions, promoting an environment of high challenge and high support.
• Manage the team reinforcing a culture of continuous improvement and cost efficiencies.
• Ensure adherence to the Quality Assurance processes and highlight areas for continuous improvement.
• Work cross functionally to identify the potential for increasing business opportunities and efficiencies through system and procedure enhancements through the delivery of projects
• Create opportunities for engagement and shared best practices with a view to increase morale, performance, and product knowledge

We’re keen to hear from candidates with the following skills and experience:

• Able to demonstrate experience of managing a team in a customer service or claims contact centre.
• Proven ability to manage within a busy and performance focused environment.
• Excellent communication and interpersonal skills.
• Effective organisational and leadership skills with a problem solving ability.
• Proven ability to handle complex queries and complaints in line with organisational procedures.

The Benenden Health office is based in York and whilst there will be an opportunity to work from home, this role is offered on a hybrid basis with up to 2 days working from home.

Working for a business with such a strong commitment to ‘doing the right thing’, you can expect a broad range of benefits, including;

• Free Corporate Benenden Health membership
• Free Corporate Benenden Cash plan (helps towards Dental, optical and complimentary therapies)
• Free onsite car parking
• Up to 35 days’ holiday including bank holiday and no weekend or bank holidays working.
• Pension with up to 10% employer contributions
• Discount available on other Benenden products
• Employee Assistance Program
• Unlimited access to £500 Refer a Friend Bonus Scheme
• Discount and cash back on hundreds of high-street retailers
• Opportunity for hybrid working
• Excellent training and career progression opportunities
• Cycle to work scheme
• Free hot drinks
• Free fruit
• Employee engagement events
• Supporting local charities
• Onsite First Aiders and Mental Health First Aiders
• Free onsite gym

For further information on the role available, please refer to the Role Profile.

• Direct, manage and have full accountability of up to 12 advisors, delivering an excellent experience for all enquiries.
• Achieve KPIs through effective coaching, regular 121s, feedback and buzz sessions, promoting an environment of high challenge and high support.
• Manage the team reinforcing a culture of continuous improvement and cost efficiencies.
• Ensure adherence to the Quality Assurance processes and highlight areas for continuous improvement.
• Work cross functionally to identify the potential for increasing business opportunities and efficiencies through system and procedure enhancements through the delivery of projects
• Create opportunities for engagement and shared best practices with a view to increase morale, performance, and product knowledg