Call Centre Manager

An exciting opportunity is available for an experienced Call Centre Manager to lead a busy inbound team in the property services sector. This role is key to ensuring the smooth and efficient running of the call centre, delivering high-quality customer service, and supporting operational performance.

You will report directly to the Operations Director and be responsible for the day-to-day management of call handlers and administrators. A strong focus will be placed on coaching, mentoring, and supporting the team to achieve service targets and maintain customer satisfaction.

Responsibilities

• Manage daily operations of the call centre handling property service bookings and support
• Provide line management to call handlers and admin staff
• Monitor call quality and team performance to meet service levels
• Develop and implement operational strategies in collaboration with senior management
• Train, support, and motivate staff through regular feedback and performance reviews
• Address escalated customer complaints and ensure effective resolution
• Oversee scheduling support and ensure all calls are handled efficiently
• Ensure the office environment is well maintained, including supply management
• Deliver regular performance updates to the Operations Director

Requirements

• Proven experience in a call centre leadership role
• Background in property services or a similar service-based industry
• Strong leadership and team development skills
• Excellent communication and interpersonal abilities
• Comfortable working in a fast-paced, high-volume environment
• Proficient in call centre systems and performance reporting
• Experience with scheduling tools is a plus
• A proactive, hands-on approach to managing people and processes

This is an ideal role for a motivated and supportive leader looking to make a real difference in a dynamic, customer-focused environment. If you have a passion for service delivery and team development, we would love to hear from you.