Customer Experience Lead – Contact Centre

Beta; Belfast City District; On-site; GBP 35,000 - 48,000; Full time

Benefits offered by this job

Annual bonus

22 days annual leave + 11 bank hols

Pension scheme with company matching 6

Life assurance

Private medical insurance

Staff transport from city centre

Job summary

Beta in Belfast is seeking an experienced Customer Service Manager to lead a busy contact centre and drive training, development and performance initiatives. This office-based role requires strong leadership to coach teams, manage performance, and deliver exceptional customer experiences.

The successful candidate will oversee training delivery, compliance with ISO 22458, and recruitment strategies while fostering an inclusive, high-performing environment for staff and customers alike.

Qualifications

• Minimum of 5 GCSE passes (or equivalent) to include English and Maths at Grade C or above.
• OR 4 years supervisory and leadership experience in a contact centre environment.

Responsibilities

• Training Support and Development: assess training requirements, develop and deliver training while ensuring regulatory adherence and inclusive service.
• Leadership and Management: lead direct reports, performance appraisals, and career development pathways.
• Contact Centre: lead advisors, drive recruitment/retention, conduct team meetings and one-to-ones, ensure inclusive service delivery.

Skills

Leadership

Coaching & development

Complaint resolution

Job description

Beta in Belfast is seeking an experienced Customer Service Manager to lead a busy contact centre and drive training, development and performance initiatives. This office-based role requires strong leadership to coach teams, manage performance, and deliver exceptional customer experiences.

The successful candidate will oversee training delivery, compliance with ISO 22458, and recruitment strategies while fostering an inclusive, high-performing environment for staff and customers alike.