Looking for job opportunities in Scotland? Here at VeriCall we are always looking for motivated – and motivational - people for our Call Centre jobs in Fife.

We’re committed to delivering a great service, both to our customers and our employees. We’ve won awards for Best Contact Centre (Outsourced) and our Customer Service too. We were finalists in the 2020 Fife Business Awards, and we were nominated as a 2019 Industry Champion. We know we couldn’t achieve this recognition without a great team behind us. If you feel you could be part of this team, then take a look at the roles we have available.

We understand that in order for VeriCall to be successful, you need to be successful. We need to succeed in providing excellent training for each role. Some roles may require experience, but we are here to help you develop into one of our key members of staff. Do you think one of our Call Centre jobs in Fife, here in beautiful Scotland is for you? Take a look at the roles and send us your CV to jobs@vericallsolutions.net and put the job you are applying for in the subject line.

To deliver an excellent customer experience, we have a strong mission statement that incorporates our Core Values. We want these values to be yours too. We know that by applying these to every customer interaction, positive results are guaranteed for all involved. You can read our full statement here, but here’s a quick list of our Core Values:

  • Customer focused – We believe that the customer should be at the forefront of all our decisions.
  • Streamline and Simplify - We believe in working in the simplest, most straightforward way possible.
  • Innovation – We believe that we should always be striving to do better in everything we do.
  • Teamwork – We all work together, regardless of role or seniority. We believe in our team.
  • Integrity – We value our people, encourage their development, and reward the exceptional.
  • Goals – We strive to be the best, setting ourselves and the industry, high standards.
  • Commitment – We are all personally accountable to deliver on these commitments, and we always have our door open to suggestions.
  • Responsibility – We aim to deliver our solutions in a socially responsible and ecologically sound manner.

Think you’d like to apply for one of our Call Centre jobs in Fife? Have a read of the job specifications here and we look forward to receiving your email soon – you could be our next Customer Champion!

Customer Delivery Co-Ordinator

Contact Centre Operations 35 hours per week
Job Purpose

The role of the Customer Delivery Co-Ordinator is to ensure the delivery of excellent customer service through the contact centre by monitoring workloads across both the Customer Delivery Management team and the Customer Champion team, ensuring all work is completed on a timely basis.

Reporting to the Contact Centre Manager and with strong relationships across the operations senior leadership team, the Customer Delivery Co-Ordinator is accountable for leading a team of Customer Delivery Managers within the Contact Centre operation and providing clear and strong leadership within the department.

Main Duties & Responsibilities

The Customer Delivery Co-Ordinator will act as the senior manager when required and will be also responsible for:

  • Acting as a lead within the Department whilst also motivating and developing a team of Customer Delivery Managers.
  • Managing resources to deliver SLAs and departmental KPIs to meet customer needs at the best cost.
  • Identify, shape and lead the change agenda within the department to achieve business objectives and meet the changing needs of our customers.
  • Shaping the department in terms of resources, technology and location to meet the ever-changing needs of customers.
  • Leading the quality and compliance agenda within the department.
  • Collaborating with peers and senior leaders around the business to align the department to overall strategy.
  • Act as single point accountability for the day to day management of the Department and broader team to ensure the daily running of the site/s is consistently meeting agreed service levels.
  • Deputise for the Contact Centre Manager and act as second in command, providing direction within Steering Committees when required.
  • Lead the culture within the Operation to ensure it is aligned to our values.
  • Responsible for driving performance through inspirational leadership, creating an innovative culture by continually up-skilling the capability of Customer Delivery Managers.
  • Support the Contact Centre Manager in the development and implementation of longer-term enhancements to improve the performance of the function.
  • Delivery of performance at the optimal cost. Identify business improvement opportunities to realise cost efficiencies and/or improve the customer journey, presenting well thought through ideas and results to key senior stakeholders.
  • Own the quality agenda within the department, taking a pro-active lead where there are emerging trends to ensure these are addressed.

To apply for this job please email us on jobs@vericallsolutions.net with your cv and covering mail.

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