Customer Contact Manager

TN United Kingdom; Newcastle upon Tyne; Hybrid; GBP 53,000 - 61,000; Full time

Job summary

A leading organization in the NHS is seeking a Customer Contact Manager to oversee customer contact channels and enhance service delivery. This role involves strategic leadership, managing a diverse team, and ensuring alignment with organizational goals. The ideal candidate will possess a Master's degree and extensive experience in contact centre management, with a focus on innovation and customer satisfaction.

Benefits

27 days leave plus 8 bank holidays

Flexible working options

Hybrid working model

Career development opportunities

Wellbeing and inclusion networks

Excellent pension scheme

NHS Car lease scheme

High street discounts

Qualifications

• Significant experience in Contact Centre management.
• Proven ability to manage staff through change.
• Deep knowledge of contact centre operations and technologies.

Responsibilities

• Develop and execute a customer contact strategy.
• Lead integration of contact channels and manage performance.
• Drive performance through data analysis and KPI reporting.

Skills

Leadership

Customer Service

Data Analysis

Communication

Project Management

Education

Master’s Degree

Job description

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Customer Contact Manager, Newcastle upon Tyne

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Client:

NHS Business Services Authority

Location:

Newcastle upon Tyne, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

f5f5261c3c48

Job Views:

4

Posted:

21.05.2025

Expiry Date:

05.07.2025

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Job Description:

NHS AfC: Band 8a

Contract: Permanent

Hours: Full time - 37.5 hours per week

Job ref: 914-BSA7207642

Site: Bridge House

Town: Newcastle Upon Tyne

Salary: £53,755 - £60,504 per annum

Salary period: Yearly

Closing date: 03/06/2025 23:59

Job overview

We are seeking an experienced Customer Contact Manager to lead the strategic direction and management of all customer contact channels, including telephony, email, and emerging platforms. This key leadership role will ensure the seamless delivery of high-quality customer service, focusing on enhancing the customer experience, improving operational efficiency, and driving innovation in contact centre strategies.

What do we offer?

• 27 days leave (increasing with length of service) plus 8 bank holidays
• Flexible working (discuss options such as compressed hours)
• Hybrid working model (largely remote)
• Career development
• Wellbeing and inclusion networks
• Excellent pension
• NHS Car lease scheme
• High street discounts

Main duties of the job

As the line manager for the Telephony Manager and other communication platforms, you will oversee the performance of customer contact systems, ensuring alignment with KPIs, organisational goals, and service level targets. You will develop and execute a comprehensive contact strategy, driving the integration and optimisation of communication tools and technologies.

You’ll work closely with internal teams and vendors to ensure effective delivery of SLAs, manage the Customer Contact budget, and lead key projects to improve processes and technologies. Additionally, you’ll drive performance through data analysis, report on KPIs, and provide strategic recommendations to senior management.

This role requires strong leadership skills, a focus on continuous improvement, and a commitment to developing your team. If you have a proven track record in contact centre management, a passion for customer service, and the ability to innovate and adapt to industry trends, we invite you to apply.

Working for our organisation

Here at the NHS Business Services Authority (NHSBSA), what we do matters.

We manage the NHS Pension scheme, process prescription payments, and more. Our services are used by NHS organisations, contractors, and the public: we’re proud to be part of something meaningful, that touches millions of lives.

We design our services around customer needs and place people at the heart of our organisation. That’s why when you join us, you’ll be empowered and supported to help your career grow.

As one of the UK’s Best Big Companies to work for, we’re connected to our values: Collaborative, Adventurous, Reliable, and Energetic. We care about our people, our purpose, and your progress.

We strive to offer a fantastic colleague experience, where every colleague is heard, supported, and respected. Wellbeing, diversity, and inclusion are central; you can join our Lived Experience Networks to bring your authentic self to work.

We’re committed to being a flexible employer, offering hybrid working, flexible hours, and more where possible.

Alongside a competitive salary with pay progression, we offer a benefits package that connects you to rewards and benefits you value most!

Ready to join us in delivering business service excellence to the NHS, helping people live longer, healthier lives? Apply today and see where the NHSBSA can take you.

We are people connected to care.

Detailed job description and main responsibilities

In this role, you are accountable for

1. Developing and executing a customer contact strategy that improves customer experience and success across all communication platforms, driving innovation in routing and optimising customer journeys to enhance satisfaction and operational efficiency.
2. Leading the integration and optimisation of all contact channels (including telephony, email, and emerging platforms), ensuring technology and processes evolve in line with business needs, customer feedback, and technological advancements. This includes regular review of systems and processes to maintain alignment with customer expectations and industry best practices.
3. Managing the implementation and ongoing management of all customer contact solutions, including the identification and rollout of new technologies and processes. Overseeing service requests and changes across the contact centre and back-office functions, ensuring consistency and performance across channels.
4. Building strong relationships with internal and external suppliers to ensure effective delivery of SLAs. Conducting regular contract reviews and performance meetings with vendors to ensure standards are met and improved over time.
5. Overseeing the management of the Customer Contact budget, working with the Resource, Planning, and MI teams to monitor costs, identify discrepancies, and manage complex communication with stakeholders. Ensuring financial oversight while maintaining service levels is a priority.
6. Leading and managing contact-related projects, including new technology or process improvements. Managing delivery teams, UAT, and project success.
7. Overseeing incident investigation and resolution across channels, ensuring timely resolution and strong communication during incidents.
8. Implementing customer satisfaction surveys and feedback processes to measure and improve service quality.
9. Driving performance through analysis of complex data, balancing traffic, and reporting KPIs to senior management. Ensuring KPIs are met and achievements communicated clearly.
10. Ownership of contact centre KPIs and operational standards, with regular reporting on performance metrics.
11. Providing strategic recommendations to senior management on process improvements and service delivery.
12. Managing stakeholder relationships, collaborating with teams to ensure service delivery within time, quality, and cost criteria.
13. Supporting the contact centre vision, aligning communication channels, and supporting non-telephony services as needed.
14. Setting objectives, conducting performance reviews, and leading team development.
15. Developing and managing a team strategy for operational excellence and continuous improvement.
16. Exemplifying leadership, motivating, and engaging the team to meet organisational goals.
17. Providing support for HR planning, absence management, health and safety, and fostering a supportive work environment.
18. Identifying personal development needs, coaching, and providing growth opportunities.
19. Managing and promoting the Career Pathways programme for staff development.
20. Supporting personal development of staff, coaching on managerial issues, and fostering a supportive environment.

Person specification

Qualifications

Essential criteria

• Educated to Master’s Degree Level or significant equivalent experience.

Personal Qualities, Knowledge, and Skills

Essential criteria

• Significant demonstrable experience in Contact Centre management and multiple channels (telephony, email, web chat, social media).
• Proven ability to manage staff through change, leading teams in a dynamic environment.
• Extensive experience in staff performance management, setting objectives, and driving performance.
• Deep knowledge of contact centre operations, technologies, and customer service strategies.
• Experience in strategic planning, cross-channel improvements, and aligning with business goals.
• Strong analytical skills for interpreting complex data to inform decisions.
• Excellent communication and reporting skills for senior management and stakeholders.
• Ability to build relationships with internal teams, vendors, and stakeholders.
• Solid understanding of contact management systems, including development and integration.
• Ability to manage multiple priorities, demonstrating flexibility and resilience.
• Experience working outside normal boundaries to drive change and customer results.
• Advanced knowledge of contact systems (telephony, email, chat) across multiple channels.

Desirable criteria

• Leadership in multichannel customer experience strategies.
• Project management expertise for large initiatives.
• Experience with Voice Automation, AI contact solutions, and emerging technologies.
• Knowledge of advanced contact technologies.
• Stakeholder influence and strategic decision-making skills.
• Success in operational efficiency and innovation in customer contact.

Experience

Essential criteria

• Experience managing customer contact operations across multiple channels, with strategy development for customer satisfaction and efficiency.
• Proven leadership of large, diverse teams, delivering performance and change management.
• Experience leading system and process improvements.
• Experience with Voice Automation, IVR, and telecoms networks.
• Understanding of customer contact technologies and cloud solutions.
• Experience delivering strategic goals with senior management collaboration.

Desirable criteria

• Experience working outside comfort zones.
• Knowledge of AWS, MSD, Verint.
• Project planning and management skills.

The NHSBSA values diversity and inclusion, welcoming applications from all backgrounds, including age, disability, gender, race, religion, sexual orientation, and military service. We are a Disability Confident Leader, Stonewall Top 100 employer, and have received the Employers Network for Equality and Inclusion Gold Standard. We support applicants with disabilities and members of the Armed Forces Community through our schemes. For more details, see the NHSBSA Privacy Notice. We are committed to creating a supportive, inclusive environment where everyone can thrive.