Contact Centre Manager

Everywhen; England; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A dynamic contact service provider in the UK is looking for an experienced Contact Centre Manager to ensure operational excellence and enhance customer outcomes. This role requires strong leadership skills to motivate Team Leaders and their teams while driving performance against KPIs. The ideal candidate will possess a customer-focused mindset and the ability to build effective relationships at all levels. Opportunities exist to innovate and improve through analytical decision-making and a proactive approach.

Qualifications

• Experience working within a Contact Centre environment.
• Strong track record of working with KPIs.
• Ability to build collaborative relationships at all levels.
• Self-motivated and proactive with problem-solving skills.

Responsibilities

• Lead and develop Team Leaders and their teams.
• Ensure high productivity and service standards.
• Support business retention and customer outcomes.
• Maintain compliance with regulatory requirements.

Skills

Contact Centre experience

KPI management

Leadership skills

Customer focus

Analytical skills

Proactive problem solving

Job description

We are seeking an experienced and proactive Contact Centre Manager to join our leadership team. This role is central to ensuring the smooth, efficient and customer‑focused operation of our Contact Centre, where technology optimisation, customer ease and operational efficiency are key drivers of success.

As a Contact Centre Manager, you will have full operational responsibility for one or more functions within the centre, including direct line management of Team Leaders and their teams. You will play a vital role in shaping strategy, driving performance, and creating an engaging and supportive culture where colleagues can thrive and deliver outstanding service.

What you will do

This is an overview and not an exhaustive list of responsibilities. Working with your line manager, you will shape your objectives, with focus on the following areas:

Leadership & People Development

• Lead, motivate and develop Team Leaders and their teams, creating an environment where individuals can meet their potential.
• Support the recruitment, onboarding and development of staff.
• Provide coaching, guidance and a technical referral point as the subject matter expert in your function.

Operational Excellence

• Ensure the effective day‑to‑day running of Contact Centre functions, maintaining high productivity, quality and service standards.
• Work to deliver all performance KPIs, service level targets and regulatory requirements.
• Implement operational plans and contribute to the wider leadership agenda.
• Produce management information and use business metrics to drive decision‑making, forecasting and performance improvements.

Commercial & Customer Outcomes

• Support new business and retention targets, ensuring teams deliver strong customer outcomes.
• Influence incentive schemes and target‑setting to drive commercial performance.
• Identify opportunities or challenges early, implementing appropriate changes or improvements.
• Build positive relationships across internal teams, insurers and external stakeholders.

Risk & Compliance

• Ensure full compliance with all regulatory requirements.
• Maintain a strong control environment to minimise financial crime and debt exposure.

What we’re looking for

Essential experience & skills

• Experience working within a Contact Centre environment.
• A strong track record of working with KPIs and performance measures around productivity, quality and effectiveness.
• Experience working in a regulated environment.
• Strong people leadership skills with the ability to lead, motivate, coach and develop others.
• Customer‑focused and outcome‑driven mindset.
• Ability to build collaborative relationships at all levels.
• Analytical, commercially aware, and comfortable using business data to influence decisions.
• Confident communicator able to clearly convey strategy and operational changes.
• Self‑motivated, proactive and innovative, with an entrepreneurial approach to problem‑solving.

#AIB #LI-RK1 #hybrid

Everywhen is an equal opportunities employer, with a growing and thriving diversity, equity and inclusion strategy; we are committed to a working environment that is free from discrimination, is inclusive, and empowers our people to bring their whole self to work and reach their full potential.

If your application is successful, we will conduct relevant employment checks prior to you commencing employment with us. These will include verifying your recent employment, address, credit history and a standard criminal record check.

Please note: We may close a vacancy prior to the publish end date if the required quality or number of applications has been received.

Note to recruiters and employment agencies: We will not pay for unsolicited CVs from recruiters and employment agencies unless we have a signed agreement and have requested assistance, in writing, for a specific opening.

Click here to see our standard benefits page