Contact Centre Manager

TN United Kingdom; Manchester; On-site; GBP 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a dynamic Contact Centre Manager to lead their Customer Operations team. This role involves overseeing daily operations, ensuring exceptional customer service, and driving efficiency through process improvements. You will manage KPIs, collaborate with various departments, and ensure compliance with standards. The position is based in Manchester’s vibrant Northern Quarter, offering a flexible work environment and a commitment to employee well-being. Join a forward-thinking company that values diversity and innovation, and make a significant impact in enhancing customer experiences.

Benefits

24 days holiday + 8 bank holidays

Annual bonus

Enhanced maternity/adoption leave

IVF benefits

Company pension with up to 8% contribution

Mental health support

Financial wellbeing support

Colleague discounts

Onsite café

Private Medical Insurance

Qualifications

• 3-5 years in a managerial role within a contact centre environment.
• Experience managing offshore teams is highly desirable.

Responsibilities

• Oversee daily call centre operations and monitor KPIs.
• Ensure high-quality customer interactions and resolve escalated issues.

Skills

Leadership

Analytical Skills

Communication

Customer Experience Enhancement

Education

Degree in Business Administration

Equivalent Experience

Tools

Call Centre Software

Reporting Tools

Job description

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Contact Centre Manager

Job details

Salary: Competitive depending on experience plus excellent benefits
Location: Manchester
Discipline: [Specify Discipline]
Reference: 021342

The role

We’re looking for a Contact Centre Manager to join our Customer Operations team!

As a Contact Centre Manager at N Brown, you’ll oversee daily call centre operations, ensure exceptional customer service, and drive operational efficiency. Your responsibilities include implementing process improvements, meeting key performance metrics, and maintaining compliance with regulatory and company standards. You will report directly to the Chief Customer Operations Officer and collaborate with the Director of Operations.

This role is based at our Head Office in Manchester’s Northern Quarter. Occasional travel to our Shaw Warehouse and international trips to South Africa may be required.

What will you do?

1. Oversee daily call centre operations, monitor KPIs like call handling time, customer satisfaction, and adherence to SLAs. Manage workforce planning including scheduling and forecasting call volumes.
2. Manage retail balance adjustments, ensuring accuracy and resolving discrepancies.
3. Monitor and respond to Trustpilot and other review platform feedback to improve customer satisfaction.
4. Represent the retail experience function in governance forums, collaborating with other departments.
5. Coordinate offshore team training and planning, ensuring quality service delivery.
6. Collaborate with shared services to align strategies and share resources.
7. Ensure high-quality customer interactions, oversee quality assurance, and resolve escalated issues.
8. Identify operational improvements, ensure compliance, and stay updated on industry trends.
9. Utilise call centre software and reporting tools, provide performance reports, and support technology adoption.

Skills and experience

• Degree in business administration, management, or related field, or equivalent experience.
• 3-5 years in a managerial role within a contact centre environment.
• Experience managing offshore teams is highly desirable.
• Strong leadership, analytical, and communication skills.
• Deep commitment to enhancing customer experience.

What’s in it for you?

• 24 days holiday + 8 bank holidays, with options to buy more.
• Annual bonus, enhanced maternity/adoption leave, IVF benefits.
• Company pension with up to 8% contribution.
• Mental health support, financial wellbeing support, colleague discounts.
• Onsite café, Life Assurance, Private Medical Insurance, paid volunteer days.

About N Brown

We’re committed to diversity and inclusion, aiming to be the most loved and trusted fashion retailer. With over 160 years of experience, we serve brands like JD Williams, Simply Be, and Jacamo. We’re proud of our inclusive, sustainable, and innovative culture, recognized as a top workplace.

Ways of Working

Located in Manchester’s Northern Quarter, our office is accessible and surrounded by amenities. Our working hours are flexible, averaging 36.17 hours per week, with core hours from 10 am to 4 pm.

Our promise

We are an equal opportunity employer that values diversity and does not discriminate based on race, religion, gender, age, disability, or veteran status.

Application process

Once we receive your application, we’ll notify you promptly. We appreciate your interest and wish you the best of luck!