Contact Centre Manager

MandM Direct Limited; Hereford; On-site; GBP 40,000 - 50,000; Full time

Job summary

A leading online retailer in Hereford is seeking a skilled Contact Centre Manager to lead operations towards delivering exceptional customer service. This role involves managing team performance, implementing strategies, and overseeing daily contact centre operations. The ideal candidate has a strong background in team leadership, project management, and financial analysis. Competitive salary and benefits package, including staff discounts and a health & wellbeing programme, are offered.

Benefits

Competitive Salary

Company bonus

Career Growth

Staff Discounts

Company Pension

Generous Holiday Allowance

Birthday Delight

Free Parking

Health & Wellbeing programme

Qualifications

• Proven track record of managing and developing high performing engaged teams.
• Ability to lead and inspire a team of managers and operators.
• Experience in managing change to optimise performance and efficiency.

Responsibilities

• Deliver a best-in-class customer care experience.
• Manage the contact centre budget and resource planning.
• Define and implement an operational roadmap.

Skills

Extensive team leadership and team development experience

Full project life-cycle and change management experience

Financial acumen and analytical skills

Strategic thinking and decision-making

Strong cross-functional relationship building skills

Excellent communication skills

Job description

About The Role

Contact Centre Manager

Hereford, England, United Kingdom

Type: Permanent

Working Pattern: Onsite, Monday - Friday

Who Are We?

MandM is one of the biggest employers in Herefordshire and one of Europe’s leading online, off-price retailers, selling branded Fashion, Sport & Outdoor products for Men, Women and Children.

We offer our customers fantastic value by partnering with companies who we have built long term relationships with, enabling us to offer our customers big household names and up-and-coming brands, giving fantastic value all year round.

We are located in the heart of Hereford City Centre in our brand new, state of the art office. The modern, stylish workspace was designed to encourage collaborative working, teamwork and creativity - everything that MandM is all about.

As our business continues to grow we are recruiting for a talented Contact Centre Manager to join our growing team. Why not come be a part of our journey to success and take advantage of all MandM can offer you!

The Role Scope

The Contact Centre Manager is responsible for the strategic direction, operational success, and financial performance of the contact centre. Leading the department to ensure the delivery of world‑class customer service across multiple channels (messaging, email, chat, social).

The role requires a balance of high‑level strategic thinking to drive improvements in efficiency and customer experience, alongside the ability to lead and inspire a team of managers and operators.

Success in this role requires a data‑driven approach, a good understanding of business processes and systems, along with experience in managing change to optimise performance and efficiency. An ability to work cross‑functionally within the organisation, build mutually beneficial relationships, manage and implement change, and enhance how we interact with our customers.

An experienced leader, with a proven track record of managing and developing high performing engaged teams; evidenced by solid results, performance metrics, and the positive outcomes of the teams.

Role Key Responsibilities

• Deliver a best-in-class customer care experience
• Leading, motivating and developing the contact centre team
• Act as the business owner for contact centre technology and processes
• Define and implement an operational roadmap to ensure the centre scales effectively with business growth, operational efficiency targets and required business outcomes
• Review existing systems and processes to develop and enhance the contact centre operation
• Oversee daily operations to ensure service levels and response times meet company targets across all channels
• Define data analysis requirements and assess data to optimise team performance and identify opportunities for improvement
• Manage our tone of voice across contact centre communications in line with Brand guidelines
• Foster a culture of continuous improvement through market research, new innovations, and best practice, to implement within the team
• Review and update processes and materials to ensure best in class training is delivered to new and existing Contact Centre staff
• Manage the contact centre budget, resource planning and staffing models to drive efficiency and customer service targets
• Partner with digital product teams to integrate customer experience standards into the digital customer journey

About You

Skills & Competencies

• Extensive team leadership and team development experience
• Full project life‑cycle and change management experience
• Financial acumen and analytical skills
• Strategic thinking and decision‑making, along with the ability to develop and implement an emerging strategy
• Strong cross‑functional relationship building skills
• Excellent communication skills and able to articulate ideas in a concise way

About Us

More than a Role

• Competitive Salary: Your talent deserves recognition
• Company bonus: We succeed, you benefit
• Career Growth: Opportunity to grow
• Staff Discounts: Stay stylish with our exclusive discounts
• Company Pension: Secure your financial future
• Generous Holiday Allowance: Enjoy 5 weeks of well‑deserved breaks. You even have the option to buy an extra week
• Birthday Delight: Take your special day off to celebrate YOU
• Free Parking
• Health & Wellbeing programme; we’ll look after you

The People

• Integrity
• Teamwork
• Accountability
• Entrepreneurial approach