• Excellent salary of £35,000 per annum.
• Fully remote and flexible home working basis (although our London office space will be made available to you per your preference).
• We offer internal training and development opportunities in an excellent working environment.
• Auto-enrolment into our company pension scheme and staff discounts on several retail stores, restaurants, travel companies, and much more.
• Fast paced and exciting role, no two days are ever the same.
• Opportunity to make a real difference in a position of real responsibility!

x2 Hub Manager roles available working Monday to Friday 0700-2200, rotating shift pattern (as the manager of a 24/7 team there will be a requirement to work outside of the core hours at time depending on the needs of the business).

• Managing the work coming into the department, ensuring that it is effectively prioritised by the team to meet both internal and external SLA’s. You will also be responsible for analysing the inbound volumes to ensure we are effectively resourced 24/7.
• You will need to develop and deliver reporting on the performance of the department and should be confident in presenting reports internally.
• Improving the performance of the team through analysing their output whilst ensuring that we maintain the highest possible standards. You will be responsible for completing regular quality assessments and 1-2-1s with the operatives, setting them targets and delivering appropriate feedback.
• You will be the escalation point for the team and other departments for complaints and will be expected to set the standard in customer service when resolving these.
• Responsible for developing and implementing tech-driven solutions for our clients. You will be the voice of the department as you work alongside other teams to deliver projects for the business and as such being able build positive relationships with other internal teams will be very beneficial.
• You will be required to support the account management team in client meetings and therefore must be confident presenting data and issue resolutions to clients.
• Identify and participate in continuous improvement initiatives to further enhance the digital transformation of the business.
• You will be responsible for training program for new starters and will deliver training where required to both new starters and the existing team.
• Supporting the Engagement manager by carrying out HR related processes such as return to works.
• Where necessary you will be expected to support the team with their BAU work.

• 5-years of checkable work history with minimum 3-year experience in call centre or customer service management.
• Experience working with cloud-based technology.
• Exceptional customer service/communication skills (written and verbal).
• Confident presenting both internally and to clients.
• Fantastic people management skills with the confidence to have challenging conversations.
• Ability to work independently to deliver high quality project work to deadline.
• Self-motivation to be able to make quick decisions and the ability to remain calm and patient in pressured situations.

We are keen to hear from candidates from a broad range of backgrounds and experiences and are excited about learning from you, as much as we know you can learn from us.