Contact Centre Manager

Contact Centre Manager - Before applying please ensure you can travel to York daily

• Annual Salary: £45,000 plus performance-related bonus
• Location: York
• Job Type: Full-time, Permanent

Due to a promotion at one of our clients, we are currently recruiting for a Contact Centre Manager. This pivotal role involves leading a dynamic customer experience and sales team, driving performance across various channels to deliver exceptional service and meet commercial targets.

Day-to-day of the role:

• Leadership & Team Management:
  • Lead, coach, and develop a team across customer service and outbound sales functions.
  • Foster a culture of engagement, accountability, and high performance.
  • Manage team performance through effective coaching, feedback, and clear KPIs.
• Sales & Revenue Delivery:
  • Oversee performance in inbound and outbound sales, including upsells, trade partner sales, winback and renewal campaigns, and conversion of new registrations.
  • Maintain a balance between consultative selling and compliance with regulations.
  • Collaborate with Marketing and Commercial teams to support campaign delivery and ROI tracking.
• Customer Experience & Operations:
  • Champion a customer-first approach across all contact channels.
  • Maintain high service levels and act as an escalation point for complex customer issues.
  • Embed best practices across quality assurance, complaints, and customer feedback loops.
• Resource Planning & Performance:
  • Lead workforce planning for a 7-day operation, manage scheduling, and make real-time adjustments.
  • Track and report on operational KPIs, presenting insights to senior stakeholders.
• Compliance, Training & Development:
  • Manage local training and onboarding programmes, ensuring compliance with industry standards.
  • Keep up-to-date with relevant regulations and ensure team readiness to support vulnerable customers.

Required Skills & Qualifications:

• 4-5+ years of experience managing a contact centre, including at least 3 years in a leadership role.
• Proven ability to manage both customer service and sales teams in a regulated or fast-paced environment.
• Strong leadership skills, with experience in coaching, talent development, and performance management.
• Commercial acumen with a track record of managing KPIs related to sales, renewals, and retention.
• Excellent communication skills and a confident leadership style.
• Strong analytical skills with the ability to translate performance data into operational improvements.
• Familiarity with contact centre tools such as diallers, CRMs, WFM platforms, and ticketing systems like Zendesk.

Benefits:

• Competitive salary plus performance-related bonus.
• 25 days annual leave plus bank holidays.
• Enhanced pension scheme.
• Life assurance and wellbeing support.
• Pet-friendly office and employee discounts.
• Employee benefits platform.
• Opportunities for personal and professional development.

To apply for the Contact Centre Manager position, don’t hesitate in sending through your up to date CV to be considered.