Intelligent Contact Centre Manager - Military veterans preferred

Kellogg Brown & Root (


  full-time   employee

United Kingdom

Title: Intelligent Contact Centre Manager

Location: GB-ENG-Swindon

Job Number: 1074480




English Language and Maths GCSE grade C or above

Minimum of 5 years’ experience in successfully managing customer service within a service centre/ call centre environment /customer service role

Experience of working with customer and supplier SLAs, performance measurement and personal work targets and working on performance of own team.

Experience of operating contracts within a commercial environment.

A supervisory qualification

Experience of managing cross-functional teams


Experience of balancing the demands of client, internal stakeholders and external suppliers

Experience of working with customer and supplier Service Level Agreement (SLA) and performance measurement of own team

Experience of working to targets

FM knowledge or experience

Knowledge of customer service software systems/databases

Experience and Skills:

Strong communication skills and the ability to deliver excellent customer service with strong customer focus

Able to problem solve with a can-do approach to issues

Experience of managing resources across multiple customers to plan and accomplish goals

Strong team player and role model, capable of gaining trust and support of the team.

Ability to relate to others in a positive way and build strong working relationships and support team towards achievement of targets

Proven ability to work unsupervised and under pressure

Ability to implement short, medium and long term business plans and monitor success and suggest

improvements and innovations.

Project management skills

Produce management information on all aspects of the contact centre

An effective time manager with the ability to multi-task and adapt to a changing environment

Strong operational contract and commercial awareness and focus

Approachable individual with a professional manner

Methodical in approach to tasks


Working knowledge of telephony and other communication systems

Manage shift patterns

IT literate including Word, Outlook, Excel (SAP and SharePoint would be advantageous)

Full security clearance, or be in a position to obtain security clearance

Responsible for the efficient day to day running of allocated operations and contracts based within the FM Assurance Framework Agreement. Ensuring the highest quality standards are adhered to; the best value is incorporated into all areas of work; Assist in development of the strategic plan; Identify solutions to improve the Service Delivery experience for the customer and the effective supervision of all staff under their management. Takes ownership for own performance actively seeking opportunities to improve and develop.

The role is responsible to the Head of the NISC for:

Championing “We care, We deliver” team values across the business

To implement the operational plan for the helpdesk including practical strategies to make the business more successful.

Recommending changes to services to fulfil customer contract requirements, and maintaining an Operations Manual for all service arrangements.

To serve allocated operations effectively and efficiently to provide 24x7 services which will retain customer journey experience, measured by customer satisfaction surveys.

Maintain relationships with operational contacts.

To maintain all aspects of helpdesk policies, procedures, service standards and initiatives and ensure these are effectively embedded and adhered to consistently by all, measured by KPI reporting.

To implement the helpdesk policies and procedures governing customer contact, correspondence and the handling of customer complaints and compliments.

To complete monthly reports and analyse performance of the helpdesk

To track contact quality and contact volume, producing metrics for service performance, resolving discrepancies and areas that need improvement and discuss regularly with Head of NISC.

Participate in hiring, training and managing employees of the helpdesk team.

Focus on development and succession through training, mentoring and empowering staff to make decisions and KBR AIM process

Take ownership for own performance, receiving feedback positively, taking action where required and identify

and apply opportunities to develop and improve skills.

Lead by example in the use of best practice of the company’s standards, values and behaviours.

Be prepared to work on relevant contracts, projects and initiatives at short notice to support the needs of the business which may require a flexible approach to time management.

To ensure that the Business Continuity Plan is implemented and tested in the event of an incident and that service continues to be delivered.

Comply and embrace KBR “Zero harm” policy encouraging a safe and secure working environment


Leadership- sees the bigger picture, leads by example, motivates others, makes decisions, initiates action and takes responsibility.

Communication and influencing – establishes communication channels, actively listens, clarifies, gives/seeks feedback, clear and concise, persuasive/negotiates with others

People Management – fosters team/individual performance.

Achieves results, sets targets and reviews actions against them.

Leads, motivates and empowers others.

Deals with issues, coaches and encourages others.

Organisational skills – plans well in advance, set clear objectives, manages time/delegates reviews progress against plan and ensures sufficient resources are in place.

Encourages improvement in self and others.

Results orientation – satisfies internal/external customers.

Provides effective performance management and has working knowledge of systems and processes.

Interpersonal skills – builds positive relationships, confident in own ability, approachable to all staff, shows respect and tolerance

Special Working Conditions:

Participation in the on call rota

Visit to client sites as and when required

Participates in other projects as required by the Head of the NISC

Shift patterns run 24/7 365 days per year with a weekend team fulfilling weekends and bank holidays. This role will mainly operate during weekday working hours. However there will be a requirement to operate outside of those hours for operational training and for operational needs.

Job: Facility Operations