Enterprise Contact Centre Manager

Sanderson; Bradford; Hybrid; GBP 80,000 - 90,000; Full time

Benefits offered by this job

Bonus (up to 10%)

Benefits

Job summary

Sanderson is seeking an Enterprise Contact Centre Manager to lead the consolidation of multiple contact centre operations into a single enterprise-wide function. You will manage up to 200 staff through managers and team leaders, driving improvements in customer satisfaction and operational efficiency.

The role requires strong leadership, experience with contact centre technology, and a proven ability to translate strategy into delivery across digital channels and self-service solutions.

Qualifications

• Significant senior leadership experience within a contact centre, customer operations or service management environment.
• Proven experience leading large-scale operational teams through managers and team leaders.
• Strong understanding of customer experience principles and customer journey design.
• Experience delivering contact centre transformation, consolidation or operating model change programmes.
• Knowledge of contact centre technologies and CRM platforms such as Salesforce or similar solutions.
• Strong understanding of digital customer service, self-service capabilities and emerging customer experience technologies.
• Ability to develop strategic visions and successfully deliver measurable outcomes.
• Excellent stakeholder management and communication skills.
• Experience leading teams through change and driving organisational improvement.

Responsibilities

• Lead the consolidation of multiple contact centre operations into a single enterprise-wide function.
• Provide leadership for operational teams of up to 200 employees through a structure of operational managers and team leaders.
• Drive continuous improvement initiatives to enhance customer satisfaction, service performance and operational efficiency.
• Develop and deliver a long-term contact centre and customer experience roadmap.
• Champion a customer-first approach, improving the end-to-end customer journey across multiple service lines.
• Oversee contact centre technologies and identify opportunities to improve capabilities through automation, digital channels and self-service solutions.
• Work closely with senior stakeholders to align service delivery with organisational objectives.
• Manage performance against operational metrics, service levels and customer outcomes.
• Lead transformation and change programmes, ensuring teams remain engaged and focused throughout periods of transition.
• Create a culture of high performance, collaboration and outstanding customer service.

Job description

Enterprise Contact Centre Manager

Location: Leeds, Southampton or Bristol (Hybrid Working)

Salary: Up to £90,000 + 10% Bonus + Benefits

The Opportunity

We are seeking an experienced Enterprise Contact Centre Manager tolead the transformation and consolidation of multiple customer-facing operations into a unified, enterprise-wide contact centre function.

This is a highly visible leadership role with responsibility for bringing together several established service desks and customer support functions that provide critical services across employee services, IT support, financial administration and public-facing service operations. The successful candidate will play a key role in shaping the future customer experience strategy, driving service excellence and leveraging technology to create a seamless customer journey.

This is an exciting opportunity for a leader who thrives in change environments and enjoys translating strategic vision into operational reality.

What You'll Be Doing

• Lead the consolidation of multiple contact centre operations into a single enterprise-wide function.
• Provide leadership for operational teams of up to 200 employees through a structure of operational managers and team leaders.
• Drive continuous improvement initiatives to enhance customer satisfaction, service performance and operational efficiency.
• Develop and deliver a long-term contact centre and customer experience roadmap.
• Champion a customer-first approach, improving the end-to-end customer journey across multiple service lines.
• Oversee contact centre technologies and identify opportunities to improve capabilities through automation, digital channels and self-service solutions.
• Work closely with senior stakeholders to align service delivery with organisational objectives.
• Manage performance against operational metrics, service levels and customer outcomes.
• Lead transformation and change programmes, ensuring teams remain engaged and focused throughout periods of transition.
• Create a culture of high performance, collaboration and outstanding customer service.

What We're Looking For

• Significant senior leadership experience within a contact centre, customer operations or service management environment.
• Proven experience leading large-scale operational teams through managers and team leaders.
• A strong understanding of customer experience principles and customer journey design.
• Experience delivering contact centre transformation, consolidation or operating model change programmes.
• Knowledge of contact centre technologies and CRM platforms such as Salesforce or similar solutions.
• Strong understanding of digital customer service, self-service capabilities and emerging customer experience technologies.
• Ability to develop strategic visions and successfully deliver measurable outcomes.
• Excellent stakeholder management and communication skills.
• Experience leading teams through change and driving organisational improvement.

The Ideal Candidate

We're looking for someone who:

• Enjoys working in a transformational environment.
• Has a forward-thinking view of customer experience and contact centre operations.
• Can turn strategy into practical delivery.
• Understands how technology can be used to enhance the customer journey.
• Brings strong leadership, organisational and relationship-building skills.
• Is passionate about developing high-performing teams and delivering outstanding customer outcomes.

We welcome applications from experienced contact centre, customer operations and service delivery leaders who are ready to shape the future of customer experience within a complex and evolving organisation.