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In partnership with Blume
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Head of Contact Centre Operations

Didsbury, Manchester. Onsite 5 days.
£80,000 plus 10% bonus.
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Blume connects people with the legal help they need.

Who Blume are

A specialist marketing collective for personal injury and clinical negligence law firms, running national campaigns that reach people actively looking for legal help.

  • The Compensation Experts
  • The Medical Negligence Experts
  • Patient Claim Line

How the contact centre works

Enquiries come in through Meta, Google PPC and third party affiliates.

At Blume’s Didsbury contact centre, teams speak to people about what’s happened, qualify enquiries and connect them with a specialist law firm where appropriate.

Inside Blume

Around 80 people work across three brands at Blume’s purpose-built office at Towers Business Park in Didsbury.

People often come to Blume at a difficult time in their lives. The contact centre team listens to what’s happened and helps them take the next step.

Blume keeps a hands-on approach: leaders spend time with their teams on the contact centre floor and everyone’s on first-name terms.

The role

This is an outbound contact centre, and Blume wants a leader who has run outbound sales teams. Reporting to the Chief Operating Officer, you lead the contact centre and own daily performance across all three brands.

Your team

Around 80 people, led through 2 Operations Managers

Your numbers

Connect rates, verification quality, productivity and transfers

Your hours

9am to 5pm core hours, with some flexibility

The change

Leading the move into WhatsApp, web and digital

What you will own

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  • Conversion, speed to lead and cost per transfer, with daily decisions on where effort goes
  • Contact strategy: how leads are prioritised, sequenced, worked and rested in the dialler
  • Implementing and embedding coaching for performance and leading through others, whilst growing internal talent and supporting operations in building high performing teams
  • Attrition and engagement, with early tenure a particular focus
  • Resourcing, adherence, quality and compliance, working with the WFM, analytics and quality teams
  • A close working line with Marketing, Sales and Finance on lead flow, conversion and cost

What you will bring

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  • Leadership of outbound sales teams in a contact centre, in lead generation or sales through service, personally accountable for conversion
  • A record of leading large outbound teams through a management layer
  • Commercial and data confidence: conversion economics, cost to serve, decisions made from the numbers
  • Working knowledge of Salesforce, dialler and WFM
  • A visible, coaching style that builds engagement on a busy floor
  • Desirable: introducing WhatsApp, web chat or digital funnels; regulated or legal services experience

The package

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  • £80,000 with a 10% annual bonus
  • Private medical through Vitality, and death in service
  • 25 days holiday plus bank holidays, rising to 26 after 3 years
  • Counselling, a private GP and an EAP programme
  • High quality coffee, free tea, snacks and fruit, mindfulness spaces, Blume Days with lunch each month and quarterly socials
  • Learning and development with in-house training teams, an on the floor coach, monthly lunch and learns with external speakers and an e-learning platform
  • Neurodiversity taken seriously, with reasonable adjustments offered to everyone
  • Towers Business Park, Didsbury: wildflower gardens, a coffee shop with weekly food pop-ups, bike hire and free parking, next to Fletcher Moss Park and close to the motorway, tram and train
  • Dogs welcome on site

How to apply

1 Apply
Send your CV and a short cover note on why you are the right fit.
2 Your pack arrives
The application pack lands in your inbox straight away.
3 We read it
Every application is read by a person.
4 Planned together
Stellify and Blume have planned this search jointly, with a clear objective for the role and a clear goal for the hire.

Hear it from the team

Adam Fletcher, Chief Customer Officer, on what working at Blume is like.

Ready to apply?

Stellify runs this search for Blume.
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