Contact Centre Manager

Contact Centre Manager

‘Recruiting for your future success’

Our client is an innovative, insurance business who were recently awarded as one of The Sunday Times Best Places to Work in 2025. Priding themselves on their strong sense of integrity, excellent customer service, and collaborative culture, they believe that every employee plays a meaningful role in driving growth, shaping culture, and delivering for their customers. They are looking for a like-minded individual to join them on their growth journey as a Contact Centre Manager.

Contact Centre Manager

£40k per annum | Hybrid (with regular travel to London, and willingness to travel to Durban, South Africa 1-4 times per year) | Mon-Fri 9-5 | Excellent benefits package (including 25 days leave increasing to 30 with service) | Remote contact centre management | Operational management support | Quality focused, collaborative leader

Our client is seeking a Contact Centre Manager to join their Operations Team. This is an exciting opportunity to lead the transformation and ongoing management of their customer service and sales operations.

Duties (include but are not limited to):

• Lead the day-to-day operations of the contact centre, ensuring efficient, compliant, and customer-focused service and sales delivery
• Manage and optimise relationships with outsourced/BPO partners to align with service standards, sales targets, and business goals
• Collaborate with partners to resolve operational issues and deliver joint improvement initiatives
• Drive transformation initiatives, including implementing new systems, processes, and technologies
• Identify and deliver structural changes to improve scalability, efficiency, and performance
• Develop and implement KPIs, SLAs, and frameworks to monitor and improve service and sales outcomes
• Foster a culture of continuous improvement, customer focus, and sales excellence
• Provide strategic insights and data-driven recommendations to senior leadership
• Use quality management insights, MI, complaints and escalation data to inform training, mentorship, process design and operational improvements within the contact centre
• Lead regular audits, call, email and chat reviews, and checks to ensure adherence to standards and procedures—both in-house and with partners
• Collaborate across departments (compliance, IT, product, marketing) to ensure a seamless customer journey
• Ensure that operational processes support good customer outcomes, aligning with the FCA’s Consumer Duty
• Travel to Durban South Africa to conduct on-site visits with outsourced partners (expected 1-4 times a year)
• Support the Head of Operations with light-touch oversight of two adjacent teams: the Contact Centre Operations Team and the Complaints and Technical Administration Team

Person Specification:

• A strong leader with a hands-on approach to problem-solving and performance improvement
• Passionate about delivering excellent customer experiences and achieving high sales performance
• Comfortable driving operational change and leading cross-functional initiatives
• Motivated by results and confident managing internal and external stakeholders
• Proven experience (5+ years) managing contact centre operations, including both customer service, sales and retention functions
• A successful track record working with outsourced/offshore BPO partners
• Experience leading organisational change, especially implementing new technologies or structures
• Strong understanding of contact centre platforms, CRM tools, and workforce management systems
• Excellent critical thinking, decision-making, and communication skills
• Expertise and experience in people management and driving motivation and high performance across large-scale teams
• A relevant qualification, such as a degree or diploma in Business, Operations Management, or a related field, or a professional certification in contact centre leadership/management
• Experience in the insurance or financial services sector (preferred)
• Familiarity with FCA-regulated environments (preferred)
• Experience with digital transformation or omnichannel strategies (preferred)

DBS/criminal records check to be carried out by employer: Yes

LIGHTHOUSE PERSONNEL LTD ARE A RECRUITMENT AGENCY WORKING ON BEHALF OF A CLIENT.

PLEASE NOTE WE RECEIVE A LARGE NUMBER OF APPLICATIONS PER VACANCY AND UNFORTUNATELY CANNOT RESPOND TO ALL APPLICANTS. THEREFORE, IF YOU HAVE NOT HEARD FROM US WITHIN A MONTH FROM APPLICATION DATE, IT IS LIKELY THAT YOU HAVE BEEN UNSUCCESSFUL.

If you have been successful, we will contact you by the phone and begin taking you through our step by step recruitment process, doing our utmost to ensure the role is right for you, ascertaining your suitability in the process. This process will all be explained on initial contact.