Healthcare Contact Centre Manager - Lead Change & Performance

Nrg; England; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

25 days' annual leave

Birthday day off

Job summary

NRG is seeking an experienced Contact Centre Manager on a 6-9 month fixed-term contract to steer operations during a period of significant change. The role focuses on delivering high-quality services while supporting the new Target Operating Model and organizational transformation.

You will lead day-to-day contact centre activities, drive performance, and engage with clinical teams, senior stakeholders, and board-level colleagues to ensure alignment with strategic priorities.

Qualifications

• Experience leading contact centre operations or large service delivery teams.
• Strong KPI and performance management experience.
• Advanced employee relations and people management skills.
• Experience managing teams through organisational change or transformation.
• Excellent stakeholder engagement with senior and board-level colleagues.
• Ability to translate operational information into actionable insights.

Responsibilities

• Oversee day-to-day contact centre operations, ensuring service standards and performance are maintained.
• Manage operational KPIs, identify trends and implement improvements.
• Provide visible leadership to teams, driving engagement and a positive culture.
• Handle complex employee relations matters with confident leadership.
• Work with clinical teams and stakeholders to align priorities with service requirements.
• Support the implementation of the new Target Operating Model and team restructuring.

Skills

Leadership

KPI management

Stakeholder engagement

People management

Change management

Reporting

Job description

NRG is seeking an experienced Contact Centre Manager on a 6-9 month fixed-term contract to steer operations during a period of significant change. The role focuses on delivering high-quality services while supporting the new Target Operating Model and organizational transformation.

You will lead day-to-day contact centre activities, drive performance, and engage with clinical teams, senior stakeholders, and board-level colleagues to ensure alignment with strategic priorities.