Company description \n \n Role:Head of Site - Contact Centre, Insurance \n \n Location:Newcastle \n \n Salary: up to £100,000 \n \n This is a full time, permanent position \n \nWe are the AA. And we keep everyone's show on the road. There for our customers wherever and whenever they need us, we're always ready for anything. That's why, for over 100 years, we've continued to evolve and adapt. Today, as the nation's number one motoring organisation, we offer a range of excellent products and services to millions of customers.\n \n This is the job \n \n Our insurance business continues to go from strength to strength and we are looking for an individual that wants to takebring their fresh ideas and new ways of working to ourNewcastle contact centre. \n \n If this sounds like the challenge you are looking for, then read on... \n \nThe Head of Contact Centre is responsible for leading the AA Insurance Sales, Service and retention functions to achieve the commercial budget and to optimise revenue opportunities in accordance with regulatory standards.\n \nThis senior vacancy will form part of the AA leadership team and will perform a Certification Function under SM&CR to deliver the operational results including the productivity key performance indicators, the resources, and the right quality outputs whilst delivering a high level of customer service that adheres to compliance regulations and high standards expected from the AA brand.\n \n What will I be doing? \n \nAs the Head of our Newcastle contact centre, responsibilities will include but are not limited to:\n Delivering best in class customer service through the operational management team to the contact centre site (c750 FTE) Adherence to standards, policies and processes and identifying opportunities to improve ensure continuous development of service levels Collation and timely reporting MI for regulated activities including Risk, Financial, Customer, People and Product Fostering and champion a culture that focuses on customer experience aligned to the AA's values and behaviours Develop and implement an effective operating model through the management team including forecasting process, customer SLA's, quality assurance and financial planning Analyse and identify key trends, variances and root causes using MI and put strategic and tactical plans in place to positively impact the results and customer outcomes Developing and motivating staff and site management teams and ensuring development opportunities are identified to achieve high levels of staff engagement, quality and compliance Leading the functions to operate with the agreed Training and Competence framework Implementing the agreed budget for operational costs and lead on the strategy to support delivery of the annual profit budget (EBITDA) \n \n What do I need? \n \n Capability, Knowledge and Experience: \n Proven leadership and commercial acumen Change leader and facilitator Highly results driven Operational decision making - right first-time approach Long term planning skills \n \n Additional Information \n \n What else is expected of me? \n \nGood conduct matters at the AA. It's very important that you act with honesty & integrity, are respectful of others and have a consistent desire to do the right thing. Everyone at the AA lives these behaviours, so we are all able to support the delivery of good outcomes for our customers.\n \nWe are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.