General Manager Contact Centre Operations

Jet2.Com Limited; Remote; GBP 150,000 - 200,000; Full time

Job summary

A major airline and holiday provider is looking for a General Manager - Contact Centre Operations. This home-based role involves leading a sales and service team, driving transformation within customer service, and collaborating with various departments to enhance customer experiences. Candidates should have significant contact centre management experience and an inspiring leadership style. The role requires monthly travel to the UK head office in Leeds. Competitive salary and benefits offered.

Benefits

Excellent salary with annual pay review

Contributory pension scheme

Discretionary bonus scheme

Qualifications

• Extensive experience in customer service and contact centre management.
• Proficient in change management and operational efficiency.
• Demonstrated ability to lead diverse teams and manage stakeholders effectively.

Responsibilities

• Motivate and lead a multi-skilled sales and service team.
• Coach operational managers and team leaders.
• Implement KPIs to enhance customer satisfaction.
• Oversee day-to-day operations to meet quality standards.

Skills

Leadership

Change management

Stakeholder management

Contact Centre systems

Job description

At Jet2holidays, we're passionate about sending our customers on unforgettable holidays - and delivering outstanding service every step of the way. We're now looking for an inspiring leader to join our Customer Contact team as General Manager - Contact Centre Operations, helping us shape the future of customer experience across our homeworking operation. In this role, you will work in partnership with our other General Managers for this business area and will report into and support the Head of Customer Services & Contact Centre to deliver the operational strategy and drive performance results across our homeworking Contact Centre operation.

Responsibilities

• Lead & Inspire: Motivate a multi-skilled Sales & Service team across voice, messaging, web chat, and WhatsApp.
• Develop: Coach and empower operational managers, team leaders, support teams, and travel advisors.
• Champion Service: Foster a culture of problem-solving and "first time right" delivery.
• Drive Transformation: Lead operational and digital change to enhance journeys and reduce customer effort.
• Collaborate: Partner with Operations, Product, Marketing, and IT to align priorities and resolve issues.
• Deliver Excellence: Oversee day-to-day operations, ensuring service levels, quality standards, and response times exceed expectations.
• Measure & Improve: Implement KPIs and SLAs focused on customer satisfaction, efficiency, and quality.
• Listen & Act: Analyse CSAT, NPS, and complaint data to identify gaps and drive improvements.

Qualifications

• Significant Contact Centre/Customer Service Senior management experience in a fast paced, service orientated environment.
• Previous experience of leading change management and delivering demonstrable value within a contact centre, and ideally homeworking, environment is required.
• An engaging and inspiring leadership style with experience of managing colleagues at multiple levels within a customer focused environment.
• Practical understanding of Contact Centre systems, reporting and MI.
• The ability to effectively manage demanding internal and external stakeholders and demonstrate the commercial acumen required to succeed in this environment.
• A good understanding of legislation relating to aviation and tour operations would be beneficial.
• This position is home based; meet our Home Working requirements for workspace and broadband speed and be based in the UK. Travel to our UK commercial head office in Leeds city centre on a monthly basis is an expectation of the role.

Benefits

• Excellent salary, with annual pay review.
• Contributory pension scheme.
• Discretionary general management bonus scheme.
• 3 x salary life assurance.
• Colleague discounts on Jet2holidays and Jet2.com holidays and flights.
• Many retail discounts on travel and leisure, health, and wellbeing, eating out, shopping and lifestyle.