Contact Centre Manager

SRM Recruitment; Welwyn Garden City; On-site; GBP 50,000; Full time

Job summary

A leading recruitment agency is seeking a Contact Centre Manager in Welwyn Garden City, offering a salary of £50,000 per annum. In this role, you will lead a team, enhancing customer experiences and driving strategic improvements. A proven background in managing contact centres is essential, focusing on coaching and operational excellence. Enjoy competitive benefits, including 25 days holiday and career progression opportunities.

Benefits

25 days holiday plus bank holidays

Career progression opportunities

Professional development opportunities

Qualifications

• Proven experience managing a contact centre or large customer service/sales team.
• Strong background in coaching, development, and upskilling teams.
• Experience monitoring quality and raising standards of performance.

Responsibilities

• Lead, coach, and develop a team of advisors.
• Monitor and improve quality standards across all customer interactions.
• Identify growth opportunities for the business.

Skills

Leadership

Strategic planning

Coaching

Data analysis

Job description

The Opportunity

Contact Centre Manager – £50k
Location: Welwyn Garden City (fully office-based)
Salary: £50,000 per annum excellent benefits
Contract: Full Time, Permanent

We’re proud to be supporting an award-winning, industry leader in their search for a Contact Centre Manager to lead their multi-channel operation. Known for their outstanding reputation and market-leading customer service, they’re looking for a driven and strategic leader to continue raising standards across inbound, outbound, and email channels.

This is a career-defining role for someone who thrives on people leadership, strategic planning, and delivering premium customer experiences.

The Role

As Contact Centre Manager, you’ll lead, coach, and develop a team of advisors with the support of Team Leaders, ensuring the delivery of consistently exceptional service. You’ll be responsible not only for maintaining high performance and quality standards, but also for shaping the strategy of the contact centre, identifying opportunities for improvement, and introducing ideas that drive growth.

Key responsibilities include:

• Leading, coaching, and developing advisors with the support of Team Leaders

• Monitoring and improving quality standards across all customer interactions, ensuring every touchpoint reflects a premium customer journey

• Using data and insight to guide strategic decision-making, highlight trends, and spot opportunities

• Identifying growth opportunities for the business, including ways to increase revenue and enhance customer loyalty

• Owning performance metrics across service levels, conversion, and productivity

• Streamlining workflows, scripts, and processes to improve efficiency and customer satisfaction

• Contributing to workforce planning, resourcing, and operational strategy

• Partnering with senior leadership to align customer contact with wider business objectives

• Driving continuous improvement and embedding a performance-focused culture that supports commercial growth

About You

You’ll be a confident, tenacious leader who combines strong operational knowledge with the ability to think strategically. With proven success managing contact centres or large customer service teams, you’ll bring a coaching-first mindset, commercial awareness, and the ability to inspire high-performing teams.

You will need:

• Proven experience managing a contact centre or large customer service/sales team

• Strong background in coaching, development, and upskilling teams

• Experience monitoring quality and raising standards of performance

• Commercially minded with the ability to identify improvements and revenue opportunities

• Strategic thinker with experience influencing business direction

• Data-driven approach with strong decision-making and problem-solving skills

• Fully office-based in Welwyn Garden City (not hybrid or remote)

Why Join This Team?

As an award-winning organisation, this company combines outstanding customer service with a reputation for excellence. As Contact Centre Manager, you’ll play a pivotal role in shaping the future of the function, delivering strategic improvements, and driving results across a multi-channel operation.

• Competitive salary of £50,000

• 25 days holiday plus bank holidays

• Career progression and professional development opportunities

• The chance to make a strategic impact at an award-winning, industry-leading organisation

This vacancy is being advertised by SRM Recruitment – Welwyn Garden City office.

If you are interested in this role or are looking for a similar opportunity, please contact Senior Consultant Lizzie Burgess directly for a confidential discussion.

Our Welwyn Garden City team specialise in permanent, temporary, and contract recruitment across Accountancy & Finance, Human Resources, Marketing & Creative, Office Support, and Procurement & Supply Chain, helping candidates find the right role for their skills and career ambitions.