44,914 Head Of Contact Centre jobs in the United Kingdom
Head of Contact Centre
Posted 5 days ago
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Job Description
Head of Contact Centre
Salary: Circa £50,000 - £65,000 + Bonus + Exceptional Benefits
Location: Sunderland
My client is a technology software and services provider delivering an outsourced professional services solution to the global business community.
Owing to sustained growth, and as part of their exciting plans, this is a newly created senior position responsible for leading their 24/7, 365-day operation in Sunderland and will drive the transformation of their contact centre operations.
The Role
- Lead and develop a team currently comprising of circa 45 heads and growing, including Operations, Management, Quality & Training and Call Handers li>Implementing suitable processes knowing what ‘excellent’ looks like i.e. SLAs, KPIs such as call time, dropped calls etc., coverage plans etc.
- Manage budgets, resource allocation, and workforce planning to meet current and future business needs
- Develop and implement strategic initiatives to improve operational efficiency, customer satisfaction, and employee engagement
- Maintain ultimate responsibility for all quality assurance, training programmes, and performance management within the call centre
- Lead the transformation of call centre operations following new phone system implementation - 8x8 - ensuring smooth transition and enhanced capabilities
- Oversee recruitment, onboarding, and retention strategies to maintain a highly skilled and motivated workforce
- Act as the senior escalation point for complex operational issues and client concerns
- Develop strong relationships with key stakeholders, including clients and internal departments
The Person
- Proven experience in senior call centre management, preferably in a 24/7 operation
- Demonstrated success in leading and developing multi-tiered management teams
- Strong financial acumen with experience in budget management and resource optimisation
- Strong understanding of call centre technologies, workforce management and quality assurance processes
- Experience in change management and leading operational transformations, including the implementation of a suite of SLAs and KPIs that can be tailored to clients’ specific requirements < i>Proven track record of improving operational performance and customer satisfaction metrics
- Experience in developing and implementing training programmes and quality standards
- Strong analytical skills with the ability to interpret data and drive evidence-based decisions
- Exposure to sectors/environments requiring high confidentiality would be welcome, but not essential
Alongside their attractive basic and bonus, my client also offers generous unmatched pension contribution, private medical, the ability to ‘buy and sell’ holidays, EV salary sacrifice, share incentive and share save schemes.
If you feel you have the qualities our client is seeking, please forward your CV and covering letter indicating your current package to Ian Miller at GEM Partnership or for a discreet conversation call our Peterlee office.
GEM Partnership is acting as an employment agency on this vacancy.
Head of Contact Centre - Seaham
Posted 1 day ago
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Job Description
Head of Contact Centre | Seaham - Sunderland | Full Time, Permanent | Competitive salary + Extensive benefits
Spire Healthcare have a new and exciting opportunity for an enthusiastic and driven Head of Contact Centre to join our team on a full time and permanent basis, driving our growth strategy and supporting a newly established team to succeed.
In this pivotal role, you will provide clear leadership in the operation and delivery of all administration functions which includes In-Patient Bookings, Out-Patient Bookings and Sales, ensuring they perform to the required commercial, corporate and professional standards.
In addition, you will also be expected to establish and maintain a comprehensive whole organisational approach to improving customer service - including standard setting, benchmarking, feedback mechanisms and action planning.
Duties and responsibilities:
• To be responsible for providing clear professional leadership of the support centre, ensuring efficient and robust processes exist to support the requirements of service users
• Working closely with senior management teams and Heads of Departments to help deliver short and long term business achievement contributing to the individual hospital’s overall successes.
• The development and delivery of the centre’s 3 year Business Strategy in line with the overall business strategy for the Hospitals in the centre.
• To be responsible for the quality, maintenance and safety of the centre’s services and facilities and the safety of the staff, ensuring that the unit meets all statutory and regulatory requirements.
Who we're looking for:
• 3 Years management experience at senior manager level, preferably in a multi-functional environment managing multiple teams and services.
• Experience in the healthcare industry or similar customer orientated businesses.
• Proven experience of working in heavily regulated environments, directly with regulators.
• Managing a large P&L (budgeting, forecasting and tracking of performance)
• Commercially astute with a proven track record of customer relationships.
• Ability to understand key business processes and complex business issues.
• The ability to challenge constructively, whilst building strong working relationships.
Working Hours : 37.5 hours per week
Benefits:
We offer employees a competitive salary as well as a comprehensive benefits package which includes but is not limited to:
- 35 days annual leave inclusive of bank holidays
- Employer and employee contributory pension with flexible retirement options
- ‘Spire for you’ reward platform - discount and cashback for over 1000 retailers
- Free Bupa wellness screening
- Private medical insurance
- Life assurance
Our Values
We are extremely proud of our heritage in private healthcare and of our values as an organisation:
- Driving clinical excellence
- Doing the right thing
- Caring is our passion
- Keeping it simple
- Delivering on our promises
- Succeeding and celebrating together
We commit to our employees well-being through work life balance, on-going development, support and reward.
Spire Healthcare is a leading independent hospital group in the United Kingdom and the largest in terms of revenue. From 39 hospitals and 8 clinics across England, Wales and Scotland, Spire Healthcare provides diagnostics, inpatient, day case and outpatient care.
Spire Healthcare are proud to be an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive culture for all. Our people are our difference, it’s their dedication, warmth and pursuit of excellence that sets Spire Healthcare apart.
Head of Contact Centre TCL:45754
Posted 1 day ago
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We're working with a prominent organisation in the financial services sector to find an experienced and highly skilled Head of Contact Centre. This crucial role focuses on delivering an exceptional client onboarding experience through external contact centre partnerships, ensuring quality, compliance, and operational excellence.
You'll be the key interface between the business and its outsourced contact centre, responsible for upholding brand standards, achieving service level agreements, and driving continuous improvement in the client onboarding journey. This role will require you to be in the office 2 days per week at the Manchester office.
What you'll be doing:
- Delivering the onboarding experience via our external contact centre, ensuring it reflects our client's brand proposition of providing expert, quick, and clear advice.
- Ensuring SLAs are met across the contact centre operation, holding suppliers accountable for their commitments.
- Acting as the primary interface between the business and the supplier to ensure product and service changes are accurately reflected in the delivered experience through effective briefing, training, and assessment.
- Line management of a team of 6, covering quality and assurance teams.
- Identifying and driving improvements within the onboarding experience, managing stakeholder expectations effectively.
- Minimising risk and ensuring adherence to regulatory requirements within contact centre operations.
- Contributing to the design of the medium-term onboarding experience and assessing the optimal target operating model for its delivery.
- Acting as the subject matter expert for contact centre operations across the department and wider business.
- Overseeing performance monitoring to identify areas for improvement and support professional development within your team.
- Managing key suppliers, including the outsourced contact centre, out-of-hours service provider, and telephone system providers, to ensure value, performance, and ongoing development.
What we're looking for:
- A minimum of 5 years' experience in managing an outsourced contact centre.
- Excellent understanding of contact centre metrics and core contact centre technology, including IVR, dialler, and transcription/summary technology.
- Strong data analytics capabilities.
- Previous experience in a lead generation environment and the professional services industry.
- Proven experience operating within a regulated environment.
- Commercially astute, with a solid understanding of general business levers.
- Ability to work independently and collaboratively within a team, fostering strong relationships with external suppliers.
- A friendly, cooperative, and collaborative approach with clients and colleagues.
- Excellent organisational skills and the ability to work flexibly and meet strict deadlines.
If you're a hands-on leader with a passion for optimising contact centre operations and delivering exceptional client experiences in a regulated environment, we encourage you to apply for this confidential opportunity.
Please note: Due to the high volume of applications, we are not always able to respond to all unsuccessful applicants. However, we wish everyone who applies the very best with their job search.
Contact Centre Manager
Posted 4 days ago
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Job Description
Contact Centre Team Manager
Our client is part of a global entertainment group and a leading operator with a strong presence across Europe and UK.
With a proven track record in developing cutting-edge technologies, implementing robust protection frameworks, and improving experiences, our client is embarking on a large-scale transformation.
Our client is seeking an experienced Team Manager to lead a team of 10 within the Customer and Retail Care department. This role will support the delivery of a responsible play interventions programme and help shape a best-in-class approach to player care.
Lead and motivate the team, fostering a high-performance culture of continuous improvement.
Collaborate with colleagues in Customer and Retail Care to ensure excellent service across all contact channels.
Manage sensitive and complex player interactions and escalations, balancing player wellbeing with business needs
Analyse behavioural patterns to identify vulnerable players and support them appropriately
Build effective relationships with stakeholders across the wider organisation
Use data and insights to inform responsible play strategies and interventions
Ensure compliance with departmental KPIs and GAMCOM requirements
Act as a role model and ambassador for responsible play within the business
Candidate Profile
- Demonstrated experience managing and developing high-performing teams
- Strong customer service and interpersonal skills
- Background in a regulated environment such as gaming, banking, or finance or official services.
- Experience supporting vulnerable customers in sensitive situations
- Analytical mindset with the ability to draw meaningful insights from data
- Strong communication and stakeholder management skills
- High level of confidentiality and discretion
Package: 50 / 60k based on experience, located in Watford, health care, pension, parking, hybrid working, 26 days holiday + bank holiday etc
Apply now
Brook Street NMR is acting as an Employment Agency in relation to this vacancy.
Contact Centre Manager
Posted 1 day ago
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Job Description
Copart UK Ltd are seeking an experienced Contact Centre Manager to lead our dynamic and fast-paced support team at our Peterlee Contact Centre SR8 2JQ .
In this pivotal role, you will be responsible for ensuring the consistent delivery of outstanding internal and external customer service, which directly contributes to operational efficiency and profitability. You will lead, coach, and inspire a large team, encouraging a culture of excellence, innovation, and continuous improvement.
Key Responsibilities
- Manage day-to-day operations of the Contact Centre achieving KPI & service targets.
- Ensure high operational standards across the Contact Centre, aligned with business goals.
- Continuously evaluate the Contact Centre structure and individual Supervisor performance to drive efficiency, productivity and quality.
- Build and maintain effective working relationships across departments to deliver seamless customer service.
- Monitor performance against targets and take action to maintain service standards.
- Promote a high-performance culture aligned with our mission, vision, and values.
- Ensure team alignment with company communications, policies, and procedures.
- Drive innovation through process improvements and efficiency initiatives.
- Stay current with industry trends to adapt service offerings as needed.
- Train and support staff to deliver consistent service.
- Undertake additional duties as directed by your line manager.
Essential Skills & Experience
- Proven experienced leader, within a Call or Contact Centre environment.
- Ability to coach and support Team Leaders to reach performance goals setting clear standards and expectations.
- Experience managing large teams (60+ staff).
- A diplomatic communicator who can handle challenges calmly and professionally.
- A rational decision-maker who leads with logic, fairness, and consistency.
- A strong understanding of performance management, cause & effect culture and accountability
- Track record of delivering high performance and continuous improvement.
- Skilled in managing and monitoring KPIs.
- Strong communication, coaching, and interpersonal skills.
- A hands-on leader with problem-solving abilities and a customer-focused mindset.
- Proficient in Microsoft Office; adaptable to new technologies.
Desirable Attributes:
- Evidence of continuous personal development and learning.
- Background in the automotive or insurance industry.
- Change management expertise.
- Self-driven learner.
What we offer you in return:
- Monday to Friday working
- Time For You: Relax with 23 days of holiday plus bank holidays, and an extra day for a personal special occasion.
- Give Back: Receive a paid day to volunteer for a charity of your choice.
- Health & Wellness: Healthcare Cash Plan, allowing you to claim cash back on a range of healthcare products and services including dental, optical, chiropody, and specialist consultations, tests, and scans and Virtual GP access.
- Appreciating You & Others: Celebrate special moments with access to our Recognition Hub and E-card collection.
- Your Future: Join our contributory workplace pension scheme for financial security.
- Investment: Purchase shares in our global company at a discounted rate.
- Fitness & Health: Save money while commuting with our Cycle to Work Scheme and access fitness videos and gym discounts.
- Life Assurance: Enjoy peace of mind with our life insurance coverage.
- Exclusive Discounts: Access our deals hub for savings on everyday purchases and family activities.
- Goal Support: Use tools like Mortgage Advice, Life Coaching, and our Money Hub to achieve your goals.
**No agencies please**
Contact Centre Manager
Posted today
Job Viewed
Job Description
Contact Centre Team Manager
Our client is part of a global entertainment group and a leading operator with a strong presence across Europe and UK.
With a proven track record in developing cutting-edge technologies, implementing robust protection frameworks, and improving experiences, our client is embarking on a large-scale transformation.
Our client is seeking an experienced Team Manager to lead a t.
WHJS1_UKTJ
Director of Operations (Wealth Management)
Posted 1 day ago
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Job Description
Reporting to the CEO, the Director of Operations will play a pivotal role in shaping and implementing operational strategies that drive the firm’s success. You will ensure the business operates efficiently, principally overseeing key business functions including Client Services (i.e. Paraplanning & Administration), Compliance, HR, Finance, Technology and Business Change.
Key Responsibilities
Leadership & Strategy
- Operations, Finance, Compliance and HR teams
- Responsible for creating and embedding a strong client-service culture
- Overall responsibility for implementing Target Operating Model
- Develop and operational strategies and drive continuous improvement
Client Services & Operations
- Implement processes and technologies to enhance the client experience
- Develop strong a customer-centric and continuous improvement culture
Finance & Regulatory Oversight
- Work closely with the Finance team and CEO in managing the firm’s financial health
- Work closely with Compliance team to manage regulatory risks, audits and ensure timely submissions to the FCA
- Oversee the hub’s compliance with FCA regulations, ensuring all activities, processes and reporting meet required standards
People
- Oversee HR function
- Retain key talent
Technology & Business Change .
- Overall change management responsibility
- Oversee the implementation of key financial planning tools, CRM systems and other technologies
Skills and Experience Desired
Leadership & Strategy
- Proven experience in a senior operational role within an FCA-regulated financial services firm
- Experience of contributing to the creation and implementation of business strategy and associated activities
- Strong leadership and management experience
- Strategic thinker with hands-on approach to problem solving
Client Services & Operations
- Expertise in operational strategy, process improvement and financial management
- Experience with firm acquisitions and integration processes
- Strong customer/client services background
Finance & Regulatory Oversight
- Strong knowledge of FCA regulations, compliance standards and risk management practices
People
- Ability to set and maintain a positive workplace climate of support and achievement for our people, that reflects our values, behaviours and culture
- The ability to contribute to the development of the firm’s policies and procedures
Technology & Business Change
- Experienced ‘change leader’
- The ability to encourage new ways of doing things and lead change
- Previously worked with financial planning tools, including CRM/back-office systems and cash flow planning tools
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Agency Management Operations
Posted 1 day ago
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Bromley, United Kingdom
**To proceed with your application, you must be at least 18 years of age.**
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**Job Title** : **Agency Management - Team Lead**
**Corporate Title: VP**
**Location: Bromley**
**Company Overview:**
At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities, and shareholders every day.
One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We're devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.
Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.
Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!
**Location:**
Join our bustling Bromley office, situated in one of London's greenest boroughs. Here you will find plentiful and easy commuting routes, with central London just 15 minutes away by train.
**Job Description:**
Primary contact/coordinator for internal and external business partner and issuer requests and inquiries related to moderately complex syndicated or club credit facilities for which Bank of America acts as Administrative Agent. Has solid knowledge and understanding of credit products and syndication process and governing documents including complex agreements and ancillary documents related to moderately complex unsecured/secured credits and troubled deals. With minimum supervision, reviews and comments on loan agreement drafts for clarity, agency issues, and operational feasibility to ensure that final documents are workable for all parties; closes new deals, amendments, waivers, and consents. Proactively identifies and resolves complex issues related to portfolio; highly complex situations may require assistance of experienced Agency Management Officer or Team Leader. Demonstrates good judgment and seeks advice appropriately. Maintains database of deal-specific contacts; disseminates financial/compliance information; impartially communicates with investors; works with counsel (in-house and outside); arranges meetings for issuer/investors. Has mastered the Agency Management Officer (AMO) role and is client focused and respected by associates. Demonstrates potential to grow into more senior leadership role. Adept at prioritizing workload.
**Responsibilities:**
+ Ability to play team "quarterback" leadership role in deal/amendment closing process
+ Excellent communication skills; able to target messaging to different audiences
+ Ability to navigate the enterprise, research and resource information across the bank
+ Highly organized, proactive, and able to plan, prioritize and manage deliverables
+ Ability to influence, negotiate and lead diverse groups to achieve desired results
+ Applies critical thinking to analyze, identify and deal with legal, business, reputation, and operational risk
+ Adapts well to a quickly evolving environment
**What we are looking for:**
+ Commercial credit lending and portfolio management experience
+ Experience with the Syndicated Loan environment and process
+ Knowledge of GCB/GIB environment, organizational alignment, strategic priorities
+ Cross Border and/or Multicurrency lending or operations experience
**Benefits of working at Bank of America**
**UK**
+ Private healthcare for you and your family plus an annual health screen to help you manage your physical wellness with the option to purchase a screen for your partner
+ Competitive pension plan, life assurance and group income protection cover if you become unable to work as a result of a disability or health reasons
+ 20 days of back-up childcare including virtual tutoring and 20 days of back-up adult care per annum
+ The ability to change your core benefits as well as the option of selecting a variety of flexible benefits to suit your personal circumstances including access to a wellbeing account, travel insurance, critical illness etc
+ Use of a flex fund to use towards benefits
+ Access to an emotional wellbeing helpline, mental health first aiders and virtual GP services
+ Ability to donate to charities of your choice directly through payroll and the bank will match your contribution
+ Opportunity to access our Arts & Culture corporate membership programme and receive discounted entry to some of the UK and Ireland's most iconic cultural institutions
+ Opportunity to give back to your community, develop new skills and work with new groups of people by volunteering in your local area
**Bank of America**
Good conduct and sound judgment are crucial to our long-term success. It's important that all employees in the organisation understand the expected standards of conduct and how we manage conduct risk. Individual accountability and an ownership mind-set are the cornerstones of our Code of Conduct and are at the heart of managing risk well.
We are an equal opportunity employer and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnic or national origins, age, sexual orientation, socio-economic background, responsibilities for dependents, physical or mental disability. The Bank selects candidates for interview based on their skills, qualifications, and experience.
We strive to ensure that our recruitment processes are accessible for all candidates and encourage any candidates to tell us about any adjustment requirements.
Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.
To view the "Know your Rights" poster, CLICK HERE ( .
View the LA County Fair Chance Ordinance ( .
Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy ("Policy") establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment.
Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. Should you be offered a role with Bank of America, your hiring manager will provide you with information on the in-office expectations associated with your role. These expectations are subject to change at any time and at the sole discretion of the Company. To the extent you have a disability or sincerely held religious belief for which you believe you need a reasonable accommodation from this requirement, you must seek an accommodation through the Bank's required accommodation request process before your first day of work.
This communication provides information about certain Bank of America benefits. Receipt of this document does not automatically entitle you to benefits offered by Bank of America. Every effort has been made to ensure the accuracy of this communication. However, if there are discrepancies between this communication and the official plan documents, the plan documents will always govern. Bank of America retains the discretion to interpret the terms or language used in any of its communications according to the provisions contained in the plan documents. Bank of America also reserves the right to amend or terminate any benefit plan in its sole discretion at any time for any reason.
Operations Manager - Facilities Management
Posted 8 days ago
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Job Description
Our client's company is a boutique facilities management company providing bespoke, innovative and specialist outsourced services to prestigious clients across Central London.
Its mission is to build long term partnerships that transform and enhance clients' workplaces. The company prides itself on being proactive, people focused and constantly improving.
The Role
Our client is looking for a proactiv.
WHJS1_UKTJ
Cyber Operations Platform Management & Applications Engineer - onsite
Posted 14 days ago
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Job Description
People are our greatest asset, and we offer a competitive package to retain and attract the best talent.
In addition to the benefits you'd expect, UK employees also receive free single medical cover and digital GP service, family-friendly benefits such as enhanced parental leave pay and free membership of employee assistance and parental programmes, plus reimbursement towards relevant professional development and memberships. We also give back to our communities through our Collectively program which incorporates matched-funding, paid volunteering time and charitable donations.
**About the Opportunity**
Amentum are seeking a skilled Software Management Platform Engineer to manage, maintain, and enhance software management and security monitoring platforms. This role involves close collaboration with cross-functional teams, ensuring the reliability, security, and efficiency of critical systems under the guidance of domain-specific leads.
Key Responsibilities:
+ Elastic Security Tools: Manage, maintain, and develop tuning rules for Elastic Security Tools under the direction of the Cysoc Team Lead/Manager
+ Linux Tools: Operate and optimise Linux-based platforms, ensuring seamless functionality under the guidance of the Cysoc Team Lead/Manager
+ System Management Monitoring Tools: Oversee and maintain monitoring solutions such as NAGIOS XL, WUG, and SolarWinds for Windows/Linux platforms, working under the direction of the Domain Admin
+ Cisco Modelling Labs Platform: Manage and maintain the Cisco Modelling Labs platform, ensuring reliability and efficiency under the leadership of the Networks Lead
+ Implement automation and optimization strategies to enhance platform performance
+ Collaborate with cybersecurity and network teams to improve system resilience and security
+ Document procedures, configurations, and best practices for system management tools
+ Troubleshoot and resolve performance issues proactively
Due to the classification of this system, there is no opportunity for remote working and the support team work flexibly to maintain a constant presence during working hours. There are no out-of-hours SLA's associated with this system.
**Here's What You'll Need**
+ Experience with Elastic Security Tools and developing tuning rules.
+ Proficiency in Linux-based system administration
+ Knowledge of Windows/Linux monitoring tools (NAGIOS XL, WUG, SolarWinds)
+ Familiarity with Cisco Modelling Labs Platform administration
+ Understanding of system security principles and best practices
+ Strong problem-solving and analytical skills
+ Ability to collaborate effectively across cybersecurity, infrastructure, and networking teams
+ Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent)
Preferred Qualifications:
+ Experience in scripting and automation
+ Industry certifications related to cybersecurity, system monitoring, or network administration.
+ Prior experience in enterprise-scale software management and monitoring environments.
**Our Culture:**
Our values stand on a foundation of safety, integrity, inclusion and diversity. We put people at the heart of our business, and we genuinely believe that we all succeed by supporting one another through our culture of caring. We value positive mental health and a sense of belonging for all employees.
We aim to embed inclusion and diversity in everything we do. We know that if we are inclusive, we're more connected, and if we are diverse, we're more creative. We accept people for who they are, regardless of age, disability, gender identity, gender expression, marital status, mental health, race, faith or belief, sexual orientation, socioeconomic background, and whether you're pregnant or on family leave. This is reflected in our wide range of Global Employee Networks centered on inclusion and diversity.
We partner with VERCIDA to help us attract and retain diverse talent. For greater online accessibility, please visit to view and access our roles. As a Disability Confident employer, we will interview all disabled applicants who meet the minimum criteria for a vacancy. We welcome applications from candidates who are seeking flexible working and from those who may not meet all the listed requirements for a role.
If you require further support or reasonable adjustments with regards to the recruitment process (for example, you require the application form in a different format), please contact the