Contact Centre Manager

JR United Kingdom; Peterlee; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading contact centre operator in Peterlee is seeking an experienced Contact Centre Manager to lead their dynamic support team. You will ensure outstanding customer service while achieving operational efficiency. Key responsibilities include managing day-to-day operations and driving a culture of excellence and continuous improvement. Ideal candidates will have proven leadership experience and a strong understanding of performance management, particularly in a contact centre environment.

Benefits

23 days of holiday plus bank holidays

Paid day to volunteer

Healthcare Cash Plan

Pension scheme

Share purchase at a discount

Cycle to Work Scheme

Life insurance

Exclusive discounts on purchases

Qualifications

• Proven experience as a leader in a Call or Contact Centre environment.
• Experience managing large teams (60+ staff).
• Diplomatic communicator able to handle challenges calmly.

Responsibilities

• Manage day-to-day operations of the Contact Centre achieving KPI & service targets.
• Ensure high operational standards across the Contact Centre.
• Train and support staff to deliver consistent service.

Skills

Leadership

Team Management

Performance Management

Problem-Solving

Communication

Customer Focus

Coaching

Tools

Microsoft Office

Job description

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Copart UK Ltd are seeking an experienced Contact Centre Manager to lead our dynamic and fast-paced support team at our Peterlee Contact Centre SR8 2JQ.

In this pivotal role, you will be responsible for ensuring the consistent delivery of outstanding internal and external customer service, which directly contributes to operational efficiency and profitability. You will lead, coach, and inspire a large team, encouraging a culture of excellence, innovation, and continuous improvement.

Key Responsibilities

• Manage day-to-day operations of the Contact Centre achieving KPI & service targets.
• Ensure high operational standards across the Contact Centre, aligned with business goals.
• Continuously evaluate the Contact Centre structure and individual Supervisor performance to drive efficiency, productivity and quality.
• Build and maintain effective working relationships across departments to deliver seamless customer service.
• Monitor performance against targets and take action to maintain service standards.
• Promote a high-performance culture aligned with our mission, vision, and values.
• Ensure team alignment with company communications, policies, and procedures.
• Drive innovation through process improvements and efficiency initiatives.
• Stay current with industry trends to adapt service offerings as needed.
• Train and support staff to deliver consistent service.
• Undertake additional duties as directed by your line manager.
• Proven experienced leader, within a Call or Contact Centre environment.
• Ability to coach and support Team Leaders to reach performance goals setting clear standards and expectations.
• Experience managing large teams (60+ staff).
• A diplomatic communicator who can handle challenges calmly and professionally.
• A rational decision-maker who leads with logic, fairness, and consistency.
• A strong understanding of performance management, cause & effect culture and accountability
• Track record of delivering high performance and continuous improvement.
• Skilled in managing and monitoring KPIs.
• Strong communication, coaching, and interpersonal skills.
• A hands-on leader with problem-solving abilities and a customer-focused mindset.
• Proficient in Microsoft Office; adaptable to new technologies.
• Evidence of continuous personal development and learning.
• Background in the automotive or insurance industry.

What we offer you in return:

• Monday to Friday working
• Time For You: Relax with 23 days of holiday plus bank holidays, and an extra day for a personal special occasion.
• Give Back: Receive a paid day to volunteer for a charity of your choice.
• Health & Wellness: Healthcare Cash Plan, allowing you to claim cash back on a range of healthcare products and services including dental, optical, chiropody, and specialist consultations, tests, and scans and Virtual GP access.
• Appreciating You & Others: Celebrate special moments with access to our Recognition Hub and E-card collection.
• Your Future: Join our contributory workplace pension scheme for financial security.
• Investment: Purchase shares in our global company at a discounted rate.
• Fitness & Health: Save money while commuting with our Cycle to Work Scheme and access fitness videos and gym discounts.
• Life Assurance: Enjoy peace of mind with our life insurance coverage.
• Exclusive Discounts: Access our deals hub for savings on everyday purchases and family activities.
• Goal Support: Use tools like Mortgage Advice, Life Coaching, and our Money Hub to achieve your goals.