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We believe the best recruitment starts with a conversation. Whether you’re hiring or looking for your next role in Northern Ireland, you’re in the right place.
About
Ashton Recruitment was established in Belfast in 2004, but our experience in recruitment spans much longer than that. With over 25 years of industry experience, our Managing Director, Karen Ferran, has built long-standing relationships with businesses across Northern Ireland who trust us to help them find the right people.
The Power of Great Communication
Our relationships with clients and candidates are built on simple, honest conversations. Whether it’s checking in with a candidate after they’ve started a new role or being at the end of the phone when you need urgent staffing support, we believe being easy to reach and ready to help makes all the difference. Being approachable, flexible, and open to a conversation is at the heart of how we work.
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Looking for jobs in Northern Ireland?
Ashton Recruitment is recruiting on behalf of our client for an experienced Contact Centre Team Leader to join their Financial Services operation in Romford.
Contact Centre Team Leader - Financial Services
Location: Romford, Essex
Job Type: Full-time, Permanent
This is an excellent opportunity for an experienced Team Leader to take responsibility for the day-to-day performance of a busy contact centre team, overseeing inbound and outbound workloads while ensuring service levels, quality standards and positive customer outcomes are consistently achieved.
The successful candidate will lead, coach and develop a team of approximately 10-15 Contact Centre Associates, while supporting resource planning, queue management, complaint resolution and regulatory compliance.
Key Responsibilities
- Lead and support a team of Contact Centre Associates to achieve agreed service, quality and performance targets
- Manage daily inbound call queues and outbound work queues
- Ensure appropriate staffing levels are maintained through effective resource and capacity planning
- Allocate workloads effectively to meet forecast volumes and SLAs
- Set clear individual and team objectives
- Conduct regular one-to-one meetings, performance reviews and appraisals
- Coach, motivate and develop team members
- Identify training and development needs and support cross-training across the operation
- Monitor team performance and take appropriate action where standards are not being achieved
- Produce and analyse weekly and monthly management information
- Use MI and performance data to improve productivity, service levels and resource planning
- Investigate complaints, breaches and operational issues
- Carry out root cause analysis and implement appropriate corrective actions
- Support changes arising from client, regulatory, process or project requirements
- Handle manager call-back requests professionally and promptly
- Ensure complaints are managed fairly and appropriate customer outcomes are achieved
- Ensure fraud prevention, data security and identity protection controls are followed
- Facilitate team meetings, workshops and operational briefings
- Act as a technical point of reference for team members and wider departments
Regulatory & Compliance Responsibilities
- Ensure the team operates within relevant FCA requirements
- Embed Consumer Duty and Treating Customers Fairly principles
- Ensure vulnerable customers are appropriately identified and supported
- Identify and escalate operational, conduct and compliance risks
- Maintain adherence to internal controls, client requirements and regulatory standards
- Support audit, risk and compliance activities
- Ensure corrective actions are completed within agreed timescales
- Promote a strong culture of regulatory awareness and accountability across the team
Essential Criteria
- Minimum 3 years' experience leading a Contact Centre team of approximately 10-15 employees
- Previous experience managing daily resource planning and contact centre queues
- Experience working with SLAs, KPIs and quality targets
- Ability to interpret management information and take appropriate action
- Strong performance management and coaching experience
- Good understanding of Financial Services operations
- Knowledge of Life & Pensions products and processes
- Strong written and verbal communication skills
- Experience influencing and motivating others to achieve results
- Strong organisational and prioritisation skills
- Comfortable working in a fast-paced, target-driven environment
- Confident using Microsoft Excel, Word and relevant operational systems
- Understanding of HR policies and procedures
Desirable
- Previous experience within Life & Pensions
- Experience within a BPO or outsourced Financial Services operation
- Financial Services complaint handling experience
- Knowledge of the FCA regulatory environment
- Experience with resource management and capacity planning
- Life & Pensions processing experience
- FA1, CF1 and CF2 qualifications, or willingness to complete them within two years of appointment
The Ideal Candidate
You will be an experienced Contact Centre Team Leader who enjoys developing people while maintaining a strong focus on performance, customer outcomes and service delivery.
You will be confident managing workloads, analysing performance information and coaching employees to achieve their individual and team targets.
Previous experience as a Contact Centre Team Leader, Call Centre Team Leader, Customer Service Team Leader, Financial Services Team Leader or Operations Team Leader would be particularly relevant.
Experience within Life & Pensions, insurance, banking or another FCA-regulated environment would be advantageous.
If you have experience leading a busy Contact Centre team and are looking to develop your career within Financial Services, we would be keen to hear from you.
If interested, apply directly or contact Michael on 028 9043 6543.
Ashton Recruitment is acting as a Recruitment Agency.
Job Features
Ashton Recruitment is recruiting on behalf of our client for an experienced Contact Centre Team Leader to join their Financial Services operation in Romford. Contact Centre Team Leader – Financi...
Ashton Recruitment is recruiting on behalf of our client for an experienced Contact Centre Manager to lead a busy, FCA-regulated customer operations function in Romford.
Contact Centre Manager - Financial Services
Location: Romford, Essex
Job Type: Full-time, Permanent
This is a senior operational leadership role with responsibility for the performance, people, commercial delivery and regulatory standards of a large contact centre operation.
The successful candidate will lead Team Leaders and wider operational teams, ensuring excellent customer outcomes, achievement of client SLAs and KPIs, effective resource management and full compliance with regulatory and contractual requirements.
Key Responsibilities
- Lead the day-to-day operation of a large BPO contact centre
- Ensure client SLAs, service standards and quality requirements are consistently achieved
- Drive a strong focus on customer service, first-time resolution and positive customer outcomes
- Lead, coach and develop Contact Centre Team Leaders
- Manage a wider team of approximately 40-100 direct and indirect employees
- Ensure appropriate staffing levels while managing attrition, absence and resource requirements
- Oversee training and development to ensure employees meet operational and regulatory standards
- Build and maintain strong relationships with clients and internal stakeholders
- Attend client meetings and provide updates on operational performance
- Support and lead new business bids where required
- Manage the onboarding of new clients and customer operations
- Lead change projects impacting Contact Centre operations
- Monitor operational performance, call quality and productivity
- Manage the Contact Centre within agreed annual budgets
- Identify efficiencies and opportunities to improve utilisation and reduce costs
- Support wider business transformation programmes
- Ensure contractual obligations are consistently met
- Maintain strong commercial awareness across costs, revenue and service delivery
- Monitor developments in Contact Centre technology and best practice
- Support business cases for operational and technology improvements
- Maintain appropriate telephony and disaster recovery arrangements
Regulatory & Compliance Responsibilities
- Operate within relevant FCA regulatory requirements
- Embed Consumer Duty and Treating Customers Fairly principles across the operation
- Ensure teams consistently deliver fair customer outcomes
- Ensure vulnerable customers are appropriately identified and supported
- Identify and escalate operational, conduct and compliance risks
- Maintain adherence to client, regulatory and internal control requirements
- Support audit, risk and compliance reviews
- Ensure corrective actions are implemented following audit or compliance findings
- Promote a strong culture of risk awareness, accountability and compliance throughout the Contact Centre
Essential Criteria
- Minimum 5 years' experience managing a UK-based Contact Centre
- Previous responsibility for a Contact Centre of at least 50 seats
- Experience managing approximately 40-100 employees, directly and indirectly
- Strong people management and leadership experience
- Experience managing and developing Team Leaders
- Strong understanding of Contact Centre best practice, including resource planning, knowledge management and technology
- Experience working to SLAs, KPIs and quality targets
- Strong commercial and financial awareness
- Experience managing operational budgets
- Ability to manage costs while maintaining service quality
- Strong client and stakeholder management skills
- Excellent communication, influencing and negotiation skills
- Ability to lead teams through change and transformation
- Strong understanding of operational risk and controls
- Confident working in a regulated environment
Desirable
- Previous experience within Life & Pensions, Insurance or wider Financial Services
- Experience operating within an FCA-regulated environment
- Experience within a BPO or outsourced Contact Centre operation
- Experience managing client contracts and commercial relationships
- Experience supporting new business bids and client onboarding
- Degree or relevant professional qualification
The Ideal Candidate
You will be an experienced Contact Centre leader who is comfortable managing a large operation while balancing customer outcomes, people performance, regulatory requirements and commercial objectives.
You will be confident managing Team Leaders, working directly with clients and driving improvements across service, quality, productivity and employee performance.
Previous experience as a Contact Centre Manager, Call Centre Manager, Customer Operations Manager, Customer Service Manager or Operations Manager within financial services, insurance or another regulated environment would be particularly relevant.
If you have experience managing a UK Contact Centre of 50+ seats and are looking for a senior operational leadership opportunity, we would be keen to hear from you.
If interested, apply directly or contact Michael on 028 9043 6543.
Ashton Recruitment is acting as a Recruitment Agency.
Job Features
Ashton Recruitment is recruiting on behalf of our client for an experienced Contact Centre Manager to lead a busy, FCA-regulated customer operations function in Romford. Contact Centre Manager –...
We’re a member of the Association of Labour Providers, which means we’re committed to the highest standards of recruitment professionalism and ethics.
Ashton Recruitment is the trading name of Ashton Recruitment Ltd. Register in NI with registration number NI061824. VAT No. 844102459 Registered office, 25 Howard Street, Belfast, BT1 6NB
Working in Partnership with Employers across Northern Ireland.
Working closely with businesses across Northern Ireland to understand their hiring needs and connect them with the right people.
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