Role: Vulnerable Customer Operations Manager Location: Watford (hybrid 3 days office/2 days home after training period) Salary: Up to £65,000 DOE + bonus + benefits Hours: 37 per week Mon-Sun to business needs as 24/7 contact centre This is an exciting opportunity for an experienced contact centre Operations Manager with experience looking after vulnerable customers to join my Watford based client. Leading a team of up to 8 Agents. Do you have experience leading a contact centre team who speak to vulnerable customers? Do you strive for customer excellence? The Vulnerable Customer Operations Manager is responsible for overseeing and improving the operations related to supporting customers in vulnerable circumstances. This role involves understanding customer needs, implementing programs to address vulnerabilities, and ensuring effective support systems are in place. Role Responsibilitiesof the Vulnerable Customer Operations Manager: Provide leadership and direction to the team, creating a high performing culture of continuous improvement. Collaborate with teams from within Customer and Retail Care to deliver a best-in-class operation for all contact channels Proactively interact with our players, handle complex interactions and escalations to a satisfactory conclusion that meets both the need of the player and the business Spot patterns to identify potentially vulnerable customers. Build and promote positive relat...