Job Description

Summary

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Job Reference: 253574BR
Nottingham Support Office


Permanent


37.5 Hours

Closing date: 25 May 2025

Recruitment Partner: Matt Haywood - matt.haywood@boots.co.uk

You'll be responsible for leading a group of Team Leaders within the Customer Support Centre, driving performance through a team of approximately 10 direct reports and indirect reporting relationships of around 350 advisors. The role is responsible for driving operational excellence, efficiencies, and delivering a world-class customer experience. Additionally, you will help spearhead an exciting transformation project that will revolutionise our way of working, elevate the team's capabilities and enhance overall service delivery.###

About the role

Exceptional leadership will ensure colleagues and leaders are engaged and work collaboratively across the business. Ensuring delivery of colleague and customer centric, best in class, processes and practices as well as facilitating the delivery of all company initiatives that land in the Customer Support Centre.Managing the performance of the operation through 1:1s, coaching and holding to account Team Leaders Play an active role in developing and landing our new Contact Centre as a Service Solution Driving operational excellence, efficiencies, and a world class customer experience Dealing with ad-hoc issues as they arise and providing advice to Team Leaders in real-time Ownership of the CSC performance metrics; constantly striving for improvements Responsible for all team member behaviours - conducting disciplinary and appeal meetings where necessary Role models people leadership, developing great talent, creating a culture of learning to attract and retain the best people Provides clear leadership and direction for all direct team members, providing them with regular feedback, development, and training alongside working with training team to identify areas for improvement and skill gaps across the entire operation

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What you'll need to have

Strong leadership and interpersonal skills Excellent people development Skills An excellent understanding of a contact centre operation; the ways to manage in this environment, the metrics and measures Great attention to detail Strong written and verbal communication skills A clear focus on the customer and an understanding of customers' needs
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It would be great to have

Experience in large scale transformation projects The ability to work under pressure, at a fast pace and make difficult decisions Logical, innovative and reasoned ways of thinking

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Our benefits

Boots Retirement Savings Plan Discretionary annual bonus Generous employee discounts Enhanced maternity/paternity/adoption leave pay and gift card for anyone expecting or adopting a child Flexible benefits scheme including option to buy additional holiday, discounted gym membership, life assurance, activity passes and much more. Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme.

We have a great range of benefits in addition to the above that offer flexibility to suit you - find out more at boots.jobs/rewards. Exclusions may apply, eligible roles only. Please note, any salary estimates given on third-party sites are not provided or endorsed by Boots and may not be accurate.

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Why Boots

At Boots, we foster a working environment where consideration and inclusivity help everyone to be themselves and reach their full potential. We are proud to be an equal opportunity employer, passionate about embracing the diversity of our colleagues and providing a positive and inclusive working environment for all. As the heart of everything we do at Boots, with you, we change for the better.

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What's next

Where a role is advertised as full-time, we are open to discussing part-time and job share options during the application process. If you require additional support as part of the application and interview process, we are happy to provide reasonable adjustments to help you to be at your best.



Boots is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case-by-case basis.