Senior Contact Centre Manager

The V&A is the world's leading museum of art and design, housing a permanent collection of over 2.8 million objects, books and archives that span over 5,000 years of human creativity. Our mission is to be recognised as the world's leading museum of art, design and performance, and to enrich people's lives by promoting research, knowledge and enjoyment of the designed world to the widest possible audience. We strive to make the V&A matter to more people and in that context we work to the following six strategic objectives: To create a world class visitor and learning experience across all V&A sites and collections. Focus and deepen the relevance of our collections to the UK creative and knowledge economy. Expand the V&A's international reach, reputation and impact. To operate with financial and organisational initiative and efficiency. Showcase the best of digital design and deliver an outstanding digital experience. Diversify and increase private and commercial funding sources.

The role: We are looking for an experienced Senior Contact Centre Manager to deliver first class service to the public. In this role, you will lead an established and skilled contact centre team. You are responsible for ensuring public enquiries are handled in a welcoming, proactive and efficient manner. You will set clear service standards and inspire high performance, to ensure an exceptional customer experience at all times. You will be accountable for meeting key service levels and driving continuous improvement. Through effective leadership and efficient working practices, you will embed a culture focused on quality, consistency and customer satisfaction. Key responsibilities include leading and motivating a high performing contact centre team, setting and maintaining customer service standards, monitoring performance against key service levels and KPIs, driving efficiency through effective processes and ways of working, and promoting a culture of continuous improvement and service excellence.

Benefits: Generous pension scheme, 29 days plus bank holidays, Flexible working, Tickets to V&A exhibitions, Subsidised staff canteen, 25% discount in V&A shops, Give as you earn scheme, Bicycle loan, Interest-free season ticket, Interest-free rental deposit loan, Free safety checks and small repairs to your bike with Doctor Bike, Wide range of training and professional development opportunities, Employee Assistance Programme, Staff diversity networks.

ED&I at The V&A: At the V&A, we are committed to equality, diversity and inclusion (EDI) for all and strive to go above and beyond public duty placed upon us by the Equality Act 2010. As such, we are delighted to share that we are a Disability Confident Employer Level 2. The V&A makes the following commitments to all applications: The Disability Confident Employer scheme offers guaranteed interviews – Interviewing applicants with a disability who successfully evidence the essential criteria on a person specification and consider them on their abilities; Providing an inclusive and accessible recruitment process; Making reasonable adjustments during the recruitment process so disabled job applicants have the best opportunity to demonstrate that they can do the job; Supporting employees and adjustments during employment.