Contact Centre Leader UK Ireland
Chichester, United Kingdom
22d ago


Contact Centre Leader UK & Ireland

  • Do you thrive in a forever changing global business?
  • Do you have an analytical mindset and strong experience leading a large Contact Centre?
  • Are you interested in building the future of work by modernizing our call centres?
  • At Mercer, we understand that the market landscape is changing at an unprecedented pace. Customer and client expectations are constantly evolving.

    Companies are merging at historic rates. Technology is developing faster than the market can keep up with. That’s why we need to ensure we are leading by example, being true drivers of change and we’ve hand crafted this position to create a positive contribution!

    We are the gatekeepers of preparing solid research, whitepapers, and conferences about the Future of Work to help organisations ensure their workplace thrives.

    Why wouldn’t we adopt the same approach internally? That’s why this role has been designed. We want to provide someone with the opportunity to not only act as a role model to lead multiple teams across the UK and Ireland, but also re-

    invigorate our workforce to cater to the direct needs of our customers through workforce planning and forecasting for success.

    The role

    Reporting to our Wealth European & Latin America Administration Leader, the main focus of this role will be to add value to the business through coaching, motivating and mentoring our teams to empower them to build a culture of change, growth and process improvement.

    We value our customers and show that through every interaction. We want to make successfully nurture the customer journey ensuring we are always maintaining exceptional standards.

    Sitting within the Wealth arm of our business, our teams are responsible for supporting our members and clients with their Pension schemes via phone, email and live chat.

    What a typical week will include :

  • Explore and monitor trends in the businesses performance and areas of opportunity for improvement
  • Provides strategic vision, based on analyses conducted by teams that report into this role, for improving operations performance across different business areas
  • Acts as a leader and balances team capabilities through adequate cross training to mitigate team risk
  • Identifies critical reporting metrics and analyses required to support all areas of business
  • Leads complex projects within the department, working with colleagues across various functions to develop and continuously improve the reporting and analysis infrastructure
  • Maintains and develops a wide network of effective relationships with key contacts to communicate effectively with business stakeholders to ensure expectations and priorities are managed
  • Mentors, coaches and manages direct reports, including conducting regular performance check-ins and is accountable for the growth of the team with regard to technical skills and business information knowledge.
  • Who you’ll work with :

  • As a leader, this role will work with multiple stakeholders including Managers of our operational teams in each of our 5 locations (Edinburgh, Glasgow, Chichester, Bristol &
  • Birmingham). This role will be supported by the Process Improvement team along with the Wealth European & Latin America Administration Leader who takes a hands-

    off’ approach to provide the freedom and trust for this person to make their own decisions.

    This isn’t an ordinary’ process / continuous improvement role nor would we want to put the entire onus on just one. We have some truly talented people who are best placed to make their own decisions so this role will focus on coaching and guiding teams to enable the journey to what first time right’ looks like.


    The person who will strive in this role will suit someone who has the following experience, skills and personal attributes :

  • Strong experience leading a call centre, motivating and successfully using data for decisions
  • Strong experience driving process improvements
  • Strong influencing skills
  • Experience building a culture of process improvement and success
  • Enthusiastic and passionate about driving performance and change
  • When given the autonomy, be able to prioritise and deliver your objectives
  • If you can demonstrate the above and are naturally a curious go-getter, have a passion and understanding the importance of what it means to encourage, educate, train and influence people to challenge the way they currently think, have managed a large call centre we’d like to hear from you.

    To apply, please submit your CV along with a short paragraph (in 400 words or less) with what the future of a call centre could / should look like to you.

    At Mercer, we make a difference in the lives of more than 110 million people every day by advancing their health, wealth, and careers.

    We’re in the business of creating more secure and rewarding futures for our clients and their employees whether we’re designing affordable health plans, assuring income for retirement or aligning workers with workforce needs.

    Using analysis and insights as catalysts for change, we anticipate and understand the individual impact of business decisions, now and in the future.

    We see people’s current and future needs through a lens of innovation, and our holistic view, specialized expertise, and deep analytical rigor underpin each and every idea and solution we offer.

    For more than 70 years, we’ve turned our insights into actions, enabling people around the globe to live, work, and retire well.

    We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients.

    At Mercer, we say we Make Tomorrow, Today. Visit for more information and follow us on LinkedIn and Twitter Mercer

    Mercer LLC and its separately incorporated operating entities around the world are part of Marsh & McLennan Companies, a publicly held company (ticker symbol : MMC).

    Marsh & McLennan Companies and its Affiliates are EOE Minority / Female / Disability / Vet / Sexual Orientation / Gender Identity employers.

    Mercer recognizes the need to balance work and personal commitment. At Mercer we believe all roles can flex. Please speak to us about all available working options.

    Client & Customer Services

    F - Full TimeMarsh & McLennan Companies and its Affiliatesare EOE Minority / Female / Disability / Vet / Sexual Orientation / Gender Identity employers.

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