Registration Manager - Contact Centre

Job description

We are recruiting for an experienced manager to join our Registration Team and lead the one of the Contact Centre teams. The Registration Manager- Contact Centre role is one of the new Registration Manager roles within the Registration Department.

This is an exciting opportunity for an individual to lead, manage and coach the Contact Centre team within the Registration Department to deliver a great customer experience through a variety of customer contact channels.

Purpose and Main Duties

Registration Managers may be asked to lead and manage different registration teams in order to support the HCPC to deliver high quality registration services across the whole department.

The position offers the opportunity to lead and shape the newly formed Contact Centre, exploring the use of technology to ensure HCPC continues to deliver excellent customer service.

Candidate Requirements

The successful candidate will be able to demonstrate the following:

• Minimum degree level or equivalent
• Demonstrated knowledge and understanding in delivering results through a team working in a busy customer service, contact centre or call centre environment (or similar).
• Knowledge of working in and leading project-based environments across multifunctional teams.
• Knowledge and ability of how to manage relationships with key stakeholders.
• Knowledge of how to handle complaints and complex scenarios.
• A high level of written English and oral communication skills, including the ability to communicate professionally with customers from all backgrounds
• The ability to motivate a customer service team to work effectively and consistently to achieve targets and provide a quality customer service to Registrants.
• Sound working knowledge of window-based software packages, including word processing, spreadsheets, databases, electronic mail, and the internet.
• Demonstrable skills and knowledge of developing and improving processes within an operational department.
• Demonstrable knowledge and understanding of working with Human Resources policies and procedures, including knowledge of recruiting employees, and identifying and developing talent and skills.
• An understanding of professional regulation.

Further information on this role is detailed in the job description and person specification can be found on our website.

Application Information

To apply for this opportunity, please submit a cover letter/supporting statement along with a copy of your CV.

Closing Date: 2 September 2024 (All vacancies will close at 1pm)

Interview Date: w/c 16 September 2024

HCPC’s vision is to be recognised as an anti-discriminatory organisation that upholds and promotes best practice in equality, diversity and inclusion and an ally for change. We are a Disability Confident employer and aspire to have a diverse and inclusive workplace and really encourage suitably qualified applicants from a wide range of backgrounds to apply and join the HCPC. We will make reasonable adjustments and adaptations to ensure the recruitment process is inclusive and barrier-free and will offer an interview to disabled candidates who meet the minimum criteria for the role. If you would like to have a confidential discussion on how we can support you, please contact us.

Our values underpin what we do and how we do it, to help us operate to high standards and effectively as a regulator and employer. In addition to the core competencies for this role, we will also assess you against our values during the selection process: Please refer to the HCPC Values and Behavioural Framework.