Contact Centre Manager

Serco; Metropolitan Borough of Solihull; Hybrid; GBP 38,000 - 52,000; Full time

Benefits offered by this job

25 days holiday + bank holidays

Pension scheme

Internal training courses

Employee assistance programme

Retail discounts

Volunteer day

Employee networks

Job summary

Serco is seeking a Contact Centre Manager for the Armed Forces Recruitment Service (AFRS) at the National Recruitment Centre, Solihull. The role is hybrid with weekend and evening shifts, typically 11:30am–8:00pm, and a 5-out-of-7 pattern, combining office presence with flexible working.

You will lead weekend and evening contact centre operations, coaching Team Managers, monitoring SLAs/KPIs and driving excellence across the recruitment journey for candidates and clients.

Qualifications

• Minimum 5 years' experience in contact centre or customer service operations.
• Proven ability to lead, motivate and develop high-performing teams.
• Strong communication and stakeholder management skills.
• Experience managing operational performance through SLAs, KPIs and quality measures.
• A Level qualifications or significant equivalent experience in customer service.
• Able to obtain and maintain required security clearance.

Responsibilities

• Lead and manage weekend and evening contact centre operations, ensuring services are delivered safely, efficiently and in line with contractual requirements.
• Provide leadership, coaching and support to Team Managers, helping teams achieve quality, customer service and performance targets.
• Act as the primary escalation point for operational issues and deputise for the Senior Operations Manager when required.
• Monitor and drive performance against SLAs, KPIs and customer service standards.
• Build strong relationships with clients and internal stakeholders to support effective service delivery and continuous improvement.
• Champion a culture of innovation, engagement, inclusion and excellent customer service across the operation.

Skills

Leadership

Customer service

Communication

Stakeholder management

Team development

Education

A Levels

Job description

Contact Centre Manager (Weekends and Evenings)

Location: National Recruitment Centre, Solihull

Salary: £45,000 plus excellent benefits

Schedule: Hybrid working with weekend shifts and three days per week in the office. Shifts are typically 11:30am to 8:00pm on a rotational basis, with weekend shifts included. This is a 5 out of 7 days working pattern.

Ready to impact a better future?

As the Contact Centre Manager in our Armed Forces Recruitment Service (AFRS) team, you'll lead evening and weekend contact centre operations, ensuring exceptional service delivery, strong operational performance and a positive experience for candidates throughout their recruitment journey. You'll provide leadership to Team Managers, oversee service standards and act as a key escalation point across the operation.

Our work touches lives, and this role plays an important part in helping people take the first step towards a career in the Armed Forces. By leading high-performing teams and driving continuous improvement, you'll create impactful solutions that support candidates, build trust with our client and deliver a positive impact on communities. You will play a vital role in delivering a service that supports future talent and makes a meaningful difference every day.

What You'll Do As a Contact Centre Manager

• Lead and manage weekend and evening contact centre operations, ensuring services are delivered safely, efficiently and in line with contractual requirements.
• Provide leadership, coaching and support to Team Managers, helping teams achieve quality, customer service and performance targets.
• Act as the primary escalation point for operational issues and deputise for the Senior Operations Manager when required.
• Monitor and drive performance against service level agreements (SLAs), key performance indicators (KPIs) and customer service standards.
• Build strong relationships with clients and internal stakeholders to support effective service delivery and continuous improvement.
• Champion a culture of innovation, engagement, inclusion and excellent customer service across the operation.

Does this sound like you?

• Experience managing contact centre or customer service operations, including front and back-office environments – minimum 5 years' experience desirable.
• Proven ability to lead, motivate and develop high-performing teams.
• Strong communication and stakeholder management skills, with the ability to build trust and influence others.
• Experience managing operational performance through service level agreements, key performance indicators and quality measures.
• A minimum of A Level qualifications or significant equivalent experience within a customer service environment.
• Able to obtain and maintain the required security clearance for the role.

What We Offer

• 25 days' holiday plus bank holidays (and the option to buy up to five additional leave days each year)
• Up to 6% contributory pension scheme
• Over 1,100 internal courses available, funding for qualifications and apprenticeships (we currently offer over 60 different apprenticeships), mentoring opportunities, and a focus on internal progression.
• Employee Assistance Programme, Bupa Anytime HealthLine, wellbeing app, 30% off at Serco-managed leisure centres, and 24/7 access to a virtual GP service
• Discounts across around 1,000 retailers, from food and clothing to days out, entertainment and travel
• Paid volunteering day, tax-free charitable giving through Payroll Giving Scheme, donate your pennies from your monthly pay to the Serco People Fund Charity
• Our employee networks support connection by providing spaces for collaboration, learning, and belonging. They represent and empower all our colleagues including veterans, LGBTQIA+ employees, women, parents and carers, people with disabilities, and people from all cultural backgrounds.

Vetting And Checks

This role requires Baseline Personnel Security Standard (BPSS) clearance, which involves verifying your identity, employment history, nationality, and criminal record to meet government security standards. In addition, depending on the nature of the role, you may need to obtain formal Security Clearance (such as CTC or SC), which includes more detailed background checks on employment, criminal record, and financial history to ensure suitability for working in secure environments. Please note that UK residency requirements may apply for certain levels of clearance. You will also complete an Occupational Health Questionnaire so we can identify and provide any support you may need to undertake the role effectively.

A Little Bit About Us

At Serco, everyone plays a vital part in delivering essential public services that make a real difference. As a global team of 50,000 people across Defence, Transport, Justice, Immigration, Healthcare, Leisure and Citizen Services, we're united by a shared purpose: to improve the services that communities rely on. Guided by our values of Trust, Care, Innovation and Pride, our people make meaningful impact, every single day.

Our Inclusive Recruitment Commitment

We prioritise your skills and potential. As a Disability Confident Leader, the Top Great British Employer of Veterans 2026, and a Gold Inclusive Employer Standard holder, we champion equal opportunities for all. We offer flexible and hybrid working where possible and make reasonable adjustments throughout recruitment and employment.

• Guaranteed Interview Scheme: Applicants with disabilities, veterans and people with convictions, who meet the minimum job criteria, are guaranteed an interview. Simply opt into the relevant scheme on the application form.
• Ban The Box: We also support fair access for those with unspent criminal convictions through our ‘Ban the Box’ pledge (some roles may have security exemptions).