Contact Centre Manager

Nrg; England; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

25 days' annual leave

Birthday day off

Job summary

NRG is seeking an experienced Contact Centre Manager on a 6-9 month fixed-term contract to steer operations during a period of significant change. The role focuses on delivering high-quality services while supporting the new Target Operating Model and organizational transformation.

You will lead day-to-day contact centre activities, drive performance, and engage with clinical teams, senior stakeholders, and board-level colleagues to ensure alignment with strategic priorities.

Qualifications

• Experience leading contact centre operations or large service delivery teams.
• Strong KPI and performance management experience.
• Advanced employee relations and people management skills.
• Experience managing teams through organisational change or transformation.
• Excellent stakeholder engagement with senior and board-level colleagues.
• Ability to translate operational information into actionable insights.

Responsibilities

• Oversee day-to-day contact centre operations, ensuring service standards and performance are maintained.
• Manage operational KPIs, identify trends and implement improvements.
• Provide visible leadership to teams, driving engagement and a positive culture.
• Handle complex employee relations matters with confident leadership.
• Work with clinical teams and stakeholders to align priorities with service requirements.
• Support the implementation of the new Target Operating Model and team restructuring.

Skills

Leadership

KPI management

Stakeholder engagement

People management

Change management

Reporting

Job description

NRG is delighted to be recruiting an experienced Contact Centre Manager on a 6-9 month fixed-term contract.

This is an exciting opportunity to join the organisation during a period of significant change, as it transitions to a new Target Operating Model.

We are looking for a confident and experienced operational leader who can provide stability, drive performance and lead teams effectively while supporting the wider transformation programme.

The Role

As Contact Centre Manager, you will take responsibility for the day-to-day management of contact centre operations, ensuring the continued delivery of high-quality services while supporting changes to operational structures and ways of working.

This is a highly people-focused role requiring strong leadership, advanced employee relations experience and the ability to engage effectively with clinical teams, senior stakeholders and board-level colleagues.

Key responsibilities include:

• Overseeing day-to-day contact centre operations, ensuring service standards, efficiency and performance are maintained.
• Managing operational KPIs, identifying performance trends and implementing improvements where required.
• Providing strong, visible leadership to teams, driving engagement, accountability and a positive working culture.
• Managing complex employee relations matters, providing confident and effective leadership through sensitive people challenges.
• Working closely with clinical teams and key stakeholders to ensure operational priorities are aligned with service requirements.
• Supporting the implementation of the new Target Operating Model, including changes to team structures, processes and ways of working.
• Consolidating operational performance information and providing clear, meaningful reporting and updates to senior leadership and board-level stakeholders.
• Supporting teams through change, maintaining engagement and ensuring business continuity throughout the transition.
• Identifying opportunities to improve operational effectiveness and create sustainable ways of working.

About You

We are looking for an established Contact Centre Manager or experienced operational leader with a strong track record of managing people, performance and change within a complex service-led environment.

You will bring:

• Proven experience leading contact centre operations or large service delivery teams.
• Strong KPI and performance management experience, with the ability to drive operational improvements.
• Advanced employee relations and people management skills, including experience handling complex and sensitive people matters.
• Experience managing teams through organisational change, restructuring or transformation.
• Excellent stakeholder engagement skills, with the confidence to communicate and influence at senior and board level.
• The ability to build effective working relationships with clinical teams and other specialist functions.
• Strong reporting and analytical capabilities, with the ability to translate operational information into meaningful insights.
• A pragmatic, resilient and hands-on leadership style, with the ability to make decisions and deliver results in a changing environment.
• Previous experience within healthcare, clinical services or another regulated environment would be advantageous.

What's on Offer?

• 25 days' annual leave
• Additional gifted day off for your birthday
• Opportunity to make a meaningful impact during an important period of organisational change

NRG is an equal opportunities employer committed to promoting a diverse and inclusive workplace. We oppose all forms of unlawful or unfair discrimination on the grounds of any protected characteristic. Our aim is to create an environment that encourages diversity, builds on individual differences, and responds equitably to the needs of all. We proactively take steps to fulfil our legal obligations, remove barriers, monitor for fairness, reflect the communities we serve, and enforce a zero-tolerance policy for breaches of our Equality and Diversity