Contact Centre Manager

Huntress - Maidstone; Glasgow; On-site; GBP 50,000 - 70,000; Full time

Job summary

Our client is seeking an experienced Contact Centre Manager to lead their Customer Service Centre teams. This strategic leadership role focuses on driving performance, developing high-performing leaders, and shaping the growth of a customer service operation from the outset.

You will champion outstanding service, build effective relationships with stakeholders, coach managers, and lead on continuous improvement including digital tools and AI to enhance outcomes.

Qualifications

• Proven experience leading customer service operations within a contact centre environment.
• Track record of improving performance and delivering excellent customer outcomes.
• Experience developing and coaching leaders and building high-performing teams.
• Innovative mindset with ability to lead teams through change and adopt new technology.
• Experience in regulated environments with compliance, assurance and governance.

Responsibilities

• Lead and inspire Customer Service teams to meet performance and quality standards.
• Champion outstanding service and accessibility for vulnerable customers.
• Create an engaging and inclusive working environment, focusing on wellbeing and performance.
• Build strong relationships with stakeholders to drive service improvements.
• Coach managers and empower teams to build confidence and performance.
• Drive continuous improvement using digital technology, Salesforce, omnichannel services and AI.

Job description

We are currently recruiting on behalf of our client for an experienced and inspiring Contact Centre Manager to lead their Customer Service Centre teams. This is a strategic leadership role offering a fantastic opportunity for someone who is passionate about driving performance, developing high-performing leaders, and shaping the future of a growing customer service operation from the outset.

Key Responsibilities:

• Leading and inspiring Customer Service teams to deliver outstanding performance against operational, quality, compliance, and reporting standards
• Championing outstanding customer service, including inclusive and accessible support for customers in vulnerable situations
• Creating an engaging, inclusive, and supportive working environment, leading on colleague engagement, wellbeing, and performance
• Building strong relationships with internal and external stakeholders to influence and drive service improvements
• Leading, coaching, and developing a team of managers, empowering them to build confident, high-performing teams
• Championing innovation and continuous improvement, including the use of digital technology, Salesforce, omnichannel services, and AI to enhance customer outcomes
• Using data and insight to identify opportunities to improve performance and the overall customer journeySkills & Experience Required:

Skills & Experience Required:

• Proven experience leading customer service operations within a contact centre environment, including responsibility for multiple teams and the leadership of managers
• Strong track record of improving performance, increasing engagement, and delivering excellent customer outcomes through continuous improvement
• Experience developing and coaching leaders, building capability, and creating high-performing, accountable teams
• A curious, innovative mindset with the ability to embrace new technology and lead teams through change
• Experience working within a regulated environment, with a sound understanding of compliance, assurance, and governance frameworks
• Strong knowledge of customer service operations, including complaint handling, escalation management, and supporting vulnerable customers
• Excellent communication, influencing, and decision-making skills, with the ability to build credibility with senior stakeholders

If you are passionate about developing people, improving services, and creating outstanding customer experiences, we would love to hear from you.

We practice a diverse and inclusive recruitment process that ensures equal opportunity for all we work with, irrespective of race, sexual orientation, mental or physical disability, age or gender. As an organisation, we encourage applications from all backgrounds and will ensure measures are met when required, to allow a fair process throughout.

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK