Call Centre Manager

TN United Kingdom; Norwich; On-site; GBP 45,000 - 50,000; Full time

Job summary

A leading company is seeking a proactive Call Centre Manager to oversee their 24/7 CAFM Service Desk. The successful candidate will manage a high-performing team, ensuring KPIs and SLAs are met while driving service excellence and implementing process improvements. This role requires strong leadership, communication, and analytical skills. The ideal candidate will thrive in a dynamic environment and be driven by a passion for making an impact.

Benefits

Health Cash Plan

Gym Discounts

Cycle to Work Scheme

Enhanced Employee Assistance Programme

Salary Sacrifice Pension Scheme

Exclusive Shopping Discounts

Volunteer Days

Professional Membership Fee Coverage

Access to Online Learning Library

Qualifications

• Minimum of 5 years’ experience managing a service desk.
• Experience working in a customer-focused environment.
• Strong understanding of process improvement and SLA management.

Responsibilities

• Oversee the smooth operation of the CAFM Service Desk.
• Manage a high-performing team to meet KPIs and SLAs.
• Identify and implement process improvements for service desk.

Skills

Leadership

Communication

Analytical Skills

Problem Solving

Tools

Service Desk Tools

Reporting Systems

Excel

Word

PowerPoint

Job description

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We are Vantify. Through our unique compliance ecosystem, we deliver integrated platforms that enhance visibility, increase productivity, and minimise risk. Trusted by leading organisations like Ambassador Theatre Group, CompassRock and CEG, our integrated products cover every aspect of compliance, from risk assessments to supply chain management. When everything works together, you can spend more time on other things that matter to your business. That’s why our products have been designed to integrate with each other, helping you save time, maximise performance and maintain compliance.

About the role

We are looking for a proactive and results driven Call Centre Manager to oversee the smooth operation of our CAFM Service Desk. Our 24/7 CAFM Service Desk provides trusted support whenever you need it. They can log issues, assign contractors and make sure jobs get done by the right people in the right timeframe.

The successful candidate will be responsible for managing a high performing team, ensuring KPIs and SLAs are consistently met, and driving service excellence. You will also play a pivotal role in identifying and implementing process improvements to enhance the overall performance of the service desk.

What you’ll be getting up to

• Provide effective leadership, guidance and line management for the service desk team.
• Conduct regular one-to-one meetings, performance reviews and training to support team development.
• Create a collaborative and high-performing team environment that encourages accountability and ownership.
• Monitor and ensure KPIs and SLAs are consistently achieved for allocated customer accounts.
• Proactively address performance issues, implementing corrective actions where necessary to maintain service excellence.
• Act as an escalation point for complex or high-priority client issues, ensuring prompt resolution to operational issues.
• Prepare and deliver weekly reports on service desk statistics, including call volumes, resolution times and client satisfaction.
• Provide insights and recommendations to improve to the Operations Director based on data analysis.
• Track and report on trends, identifying recurring issues and areas for improvement.
• Identify inefficiencies in service desk operations and present actionable solutions to the Operations Director.
• Implement process improvements to enhance team productivity, service quality and client satisfaction.
• Stay updated on industry best practices and incorporate them into service desk processes where appropriate.
• Build strong relationships with customer accounts.
• Collaborate with internal teams to ensure seamless service delivery and alignment with client expectations.
• Regularly communicate with stakeholders to keep them informed of service desk performance and initiatives.
• Achievement of SLA targets for response and resolution times.
• Report on high levels of client satisfaction and retention.
• Consistent delivery of accurate and timely weekly reports.
• Successful implementation of process improvements.
• Positive team engagement and performance metrics.

What we're looking for

The ideal candidate for this role will demonstrate behaviours that reflect our core values. Our colleagues are approachable and optimistic, focussing on solutions. We listen to understand client needs, delivering expert guidance and high-quality service. We foster collaboration by sharing knowledge openly and supporting others to thrive by sharing well-considered feedback. We continuously strive for improvement by being open to challenge, being curious and focussing on innovation.

We are looking for someone who is honest, authentic and trustworthy, with strong leadership and line management skills to inspire and motivate teams. The ideal candidate will have excellent communication and interpersonal abilities, a client focused mindset, strong analytical skills to interpret data and a proactive approach to problem solving. If you're driven by a passion for making a real impact, have a knack for driving innovation and thrive in a dynamic, fast paced environment, we want you to join our team and be part of our exciting journey towards success!

• Familiarity with service desk tools and reporting systems.
• Minimum of 5 years’ experience managing a service desk.
• Experience working in a customer focused environment.
• Knowledge of property management / facilities management or related industries is an advantage.
• Strong understanding of process improvement and SLA management.
• Excellent communication and stakeholder management skills.
• Experience managing dashboards and reporting tools.
• Excellent IT skills (Excel, Word, PowerPoint plus the ability to work with numerous ancillary management platforms).
• Good interpersonal skills.
• Ability to work on own initiative and pro-active approach to problem solving.
• Strong written and verbal communication abilities.
• Self-motivated.
• Resilient in challenging situations.

We put people first—whether it’s our customers or our colleagues. When you join us, you’ll be part of a supportive team that values collaboration, innovation, and professional growth. We’ll give you the tools and opportunities to succeed, while ensuring you feel valued every step of the way.

We aim to support our colleagues both professionally and personally. Here’s a snapshot of what we offer:

• Salary: £45,000 to £50,000 per annum
• Location: Based at our St Ives office, some travel will be required (likely through attending meetings at our Bromsgrove or London offices)
• Working Pattern: Monday to Friday 08:30am – 5.00pm
• Annual Leave: 25 days of annual leave, plus bank holidays.
• Wellbeing – Health cash plan, gym discounts, cycle to work scheme and an enhanced employee assistance programme
• Financial – salary sacrifice pension scheme and exclusive shopping discounts
• Family – we enhance statutory entitlements for family leave policies
• Community – volunteer days and religious holiday swaps
• Social – we host an annual conference to get the whole business together as well as our team of Social Champions who arrange regular events for inside and outside of work
• Development – we’ll cover the cost of a professional membership fee, support your personal and professional development and provide you with access to our online learning library