Kenyon International Call Centre (KICC) Manager

Description

Working Hours

No fixed hours apply to this role. Core availability is expected Monday to Friday during business hours across relevant time zones, but you will be required to work whatever hours the role demands which may include evenings, weekends, on-call coverage, and response to operational activations. Your remuneration reflects this. You are expected to manage your time autonomously, consistent with the seniority of the position and the Company’s obligations to its clients.

Work Pattern

Hybrid — Bracknell office / remote; presence at supplier site as required

Travel Requirements

Regular travel to the supplier site; potential international deployment during activations

On-Call / Shift Work

Participation in the operations on-call rota; ²⁴⁄₇ availability for activation as KICC Director

Special Conditions

DBS check and security vetting required; exposure to distressing material — psychological support provided

The right to work in Jersey is required if applying from there.

Purpose of the Role

The Call Centre Manager owns Kenyon’s emergency international call centre (KICC) and media call centre (MCC) capability end-to-end: the governance, quality assurance and supplier management of the contracted call centre service in the readiness state, and direction of the Kenyon International Call Centre (KICC) as KICC Director during live activations. The role exists to guarantee that when a major incident occurs, families and clients reach a service that answers quickly, speaks their language and captures every detail accurately and that Kenyon holds the evidence to assure and enforce that standard.

Kenyon’s International Call Centre assists companies and governments to manage the surge of telephone enquiries from concerned families and friends following an emergency. It is the focal point to generate the multiple subsequent interactions with family members as they seek information on their missing loved ones. The service is international and operates irrespective of the cause of the emergency or the scale of the consequences. Kenyon’s International Call Centre has over 600 trained personnel to work in four different functional areas. The Inbound Team of up to 100 agents receive the initial calls and start the process of determining who may have been involved in the emergency. The Notification Team is responsible for return contact with families to seek additional information. All the agents are supported by a Travel Team and a Data Management Team. The Call Centre is an essential part of any company’s Crisis Management architecture. The information gathered at this stage and the way in which families are treated will be crucial to the success of the overall response operations.

Scope & Decision-Making Authority

Delegated authority to direct and develop the contracted call centre services (KICC and MCC) within the approved contract and budget, including QA programme design, drill objectives and tasking of governance duties across the Operations team.

Escalates decisions with commercial or contractual impact (breach notification, change control on charges, business continuity invocation) to the Operations Director.

May commit the supplier to corrective action plans through the Supplier Performance Review; agrees or rejects Post Activation Reports (the basis for supplier invoicing) after reconciliation.

UK-based with global service scope — the call centre supports Kenyon activations and clients worldwide, across time zones.

Work alongside the training team to ensure call centre training is developed and delivered to the call centre staff.

Key Relationships

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