Senior Contact Centre Manager, Regulated Ops & CX

Daimler AG (Canada); Milton Keynes; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading financial services firm in the United Kingdom is seeking a Customer Contact Centre Manager. In this role, you’ll lead a multi-channel contact operation, ensuring compliance and operational excellence. The ideal candidate will have significant experience in customer service management, regulatory compliance, and performance management. This role offers a competitive salary, bonus structure, and flexible benefits, along with an emphasis on personal development and work-life balance.

Benefits

Competitive salary

Discretionary bonus structure

Flexible benefit pot

Pension scheme

Employee Assistance Programme

Qualifications

• Proven experience managing large, regulated customer service operations.
• Strong track record in embedding performance-management frameworks.
• Skilled in performance analytics and reporting.

Responsibilities

• Ensure compliance with FCA regulations and implement risk management.
• Drive performance and resource planning to meet service targets.
• Lead operational strategy and continuous improvement initiatives.

Skills

Leadership skills

Performance analytics

Customer focus

Operational transformation

Regulatory knowledge

Tools

CRM systems

Microsoft Office

Job description

A leading financial services firm in the United Kingdom is seeking a Customer Contact Centre Manager. In this role, you’ll lead a multi-channel contact operation, ensuring compliance and operational excellence. The ideal candidate will have significant experience in customer service management, regulatory compliance, and performance management. This role offers a competitive salary, bonus structure, and flexible benefits, along with an emphasis on personal development and work-life balance.