Call Centre Manager

This is a fantastic opportunity to lead a contact centre operation of around 50 advisors
, driving performance, shaping customer experience, and embedding a culture of continuous improvement.

You’ll lead a team of Team Leaders
, alongside Quality and Project functions
, ensuring consistent delivery of excellent service and operational performance.

• Lead, coach, and develop Team Leaders and their teams
• Own and deliver key KPIs (SLAs, CSAT, quality, productivity)
• Drive a best-in-class customer experience across all touchpoints
• Lead continuous improvement initiatives to enhance efficiency and outcomes
• Oversee forecasting and workforce planning
• Build a strong coaching culture and develop future leaders
• Work cross-functionally to improve processes and customer outcomes

• Strong people leadership across multi-layered teams
• Track record of delivering and improving KPIs
• Experience in customer experience, coaching, continuous improvement, and operational performance
• Strong analytical and data‑driven approach
• Experience in forecasting and resource planning

• 23 days holiday + bank holidays
• Extra days off for your birthday and Christmas
• Company pension scheme
• Health cash plan & eye care vouchers
• Employee Assistance Programme (EAP)
• Colleague referral and business introduction bonuses
• Social events and team activities
• Access to staff discounts platform
• Professional development pathways and CPD support

If you're a passionate leader who thrives on improving performance, developing people, and delivering exceptional customer experiences, we’d love to hear from you.