Deputy Contact Centre Manager

Activate-Learning-1; Reading; On-site; GBP 38,000 - 48,000; Full time

Benefits offered by this job

Competitive holiday

Excellent pension

On-site facilities

Job summary

Activate Learning is seeking a Deputy Contact Centre Manager to lead the Reading College contact centre, reporting to the Group Contact Centre manager. The role focuses on delivering outstanding customer experiences, coaching advisers, and ensuring targets and quality standards are met.

It is a full-time maternity cover role based on-site at Reading College. You will guide the team to provide admissions services, support with inquiries and enrolments, and contribute to continuous improvements in

Qualifications

• Proven leadership experience within a customer service environment.
• Experience in a contact centre setting is advantageous.
• Strong organisational and performance-management skills.

Responsibilities

• Manage KPIs: telephone service rates, handle time, first point resolution, service levels, satisfaction.
• Handle complaints and resolution.
• Monitor calls and ensure compliance.
• Produce reporting and analysis on performance.
• Manage staff resources and provide coaching and training.
• Recruit staff and implement performance management processes.
• Support inbound enquiries, applications and enrolments.

Skills

Leadership

Customer service

People management

Analytical thinking

Communication

Job description

Deputy Contact Centre Manager

Reference: SEP20261813

Expiry date: 22:59, Wed, 14th Oct 2026

Location: Reading

Benefits: Competitive holiday, excellent pension and fantastic on site facilities

We have an exciting maternity cover opportunity for a Deputy Contact Centre Manager to join our established Team at Reading College.

Reporting to the Group Contact Centre manager, you will lead and manage the operational delivery of the Contact Centre alongside two other deputy managers, providing advice and guidance for queries across all our colleges and ensuring the team deliver an exceptional customer experience. The team is often the first point of contact for many current and new learners, so it is important that we deliver an outstanding customer experience which raises the reputation of Activate Learning and sets it apart from other providers.

You will be instrumental in growing and developing our team of advisers, supporting them to provide a customer-focused admissions services that meets strategic performance targets and complies with quality control systems and regulatory guidance.

Key Responsibilities:

• Managing KPIs, including telephone service rates, average handle time, first point resolution, customer service levels and customer satisfaction.


• Complaint Handling and resolution.


• Call Monitoring and Compliance.


• Reporting and Analysis.


• Staff resource management.


• People management, training, coaching, absence and performance management, staff reward and recognition.


• Staff recruitment.


• Support with inbound telephone and email enquiries, applications and enrolments.

This is a full-time, fixed-term maternity cover position, working 37 hours per week and based on-site at our Reading College campus. The contract ends in August 2027. Please note that this is an in-person role and does not offer flexible/hybrid working.

What do you need to be a successful as a Deputy Contact Centre Manager at Activate Learning?

The ideal candidate will bring proven leadership experience within a customer service environment and a strong customer focus. Experience in a contact centre setting would be an advantage. They should be highly organised, able to thrive in a busy, target-driven environment, and demonstrate excellent people and performance management skills. Strong interpersonal and communication abilities are essential, along with the capability to manage, train, and coach a team effectively. The role also requires someone who can identify process and system improvements, apply strong analytical thinking, and solve problems with confidence.

Who we are:

Activate Learning is a pioneering education group with a global reach, committed to transforming lives through our approach to learning.

We see our employees as individuals, empowering them to make the right choices for their ambitions and careers. We value our people as vital to our continued success and aspire to a diverse, open and inclusive environment that provides the motivation for everyone to pursue their career goals and flourish.

When you work for Activate Learning, you’re working for an organisation that provides you with the advantages of a large employer, a trusted partner in your career development, and a transformational way of working whilst also investing in building a community environment for everyone.

Together, we will bring out the best version of yourself.

Why work with the Activate Learning Group?

Activate Learning Group Employee Benefits:

• Monthly Staff Appreciation Awards: Celebrating staff for their dedication and accomplishments aligned to our award-winning Learning Philosophy.


• Wellbeing & Resources Groups: Comprehensive range of resources, guides and tools to support staff wellbeing.


• Company benefits: Including free eye tests and will writing, plus access to a Health Cash Plan covering optical, dental, health screening, and therapy treatments for you and your dependents.


• Learning and Development: continuous opportunities for professional growth and skill enhancement through our in-house L&D team.


• Teaching Support: Tailored induction and development programs for teaching staff.


• Pension Schemes: Teacher and Local Government pension schemes for Activate Learning staff.


• Generous Annual Leave: Up to 6 weeks paid leave.


• Competitive salaries: Annual incremental progression and a twelve point pay scale for teachers.


• On-Site Facilities: Free parking at all campuses, refectories, hair and beauty salons & gym access.

Activate Learning is committed to safeguarding and expect all our staff to share this commitment. Successful applicants will be required to undergo a DBS check at the appropriate level.

Applications are encouraged from all candidates who meet or exceed minimum criteria, regardless of age, disability, gender, orientation, race, religion, or ethnicity. Activate Learning are committed to employing people with disabilities and will ensure our recruitment process is inclusive and accessible. If you require any reasonable adjustments either at application or interview stage, please contact the talent team directly.

Note: Some positions may require a legally mandated health surveillance check for exposure to hazardous conditions.