Contact Centre Manager

Role: Contact Centre Manager
Salary: £55,000 with a discretionary 15% bonus
Location: Chandlers Ford/Remote – 2 days onsite in head office

Do you have the leadership presence to inspire high‑performing teams in a fast‑paced contact centre environment?

Are you passionate about delivering exceptional customer service while maintaining operational excellence?

If your someone who thrives on balancing people leadership with data‑driven performance, we want to hear from you!

The Role

As a Contact Centre Manager at Utilita, you’ll oversee the day‑to‑day running of our contact centre, ensuring every interaction reflects our commitment to customer first and outstanding service.

You will lead and develop our Customer Service Managers to deliver outstanding customer interactions while embedding a positive, collaborative, customer‑focused culture. You’ll ensure smooth daily operations by managing resource planning, scheduling and monitoring performance dashboards.

The role drives continuous improvement by setting clear performance targets, analysing trends and providing insights that shape our customer service strategy. A strong focus on data‑driven performance underpins every aspect of the role, including analysing real‑time and historical data and producing actionable reports.

What We’re Looking For

• Proven experience of leading a high‑volume contact centre operation
• Strong background in customer‑focused and service‑driven environments
• Confident leadership with the ability to motivate, influence, and develop teams
• A data‑driven approach to performance management and operational decision‑making
• Excellent communication and stakeholder engagement skills
• A demonstrated ability to drive continuous improvement and operational efficiency
• Strong problem‑solving capability and the ability to make informed decisions at pace

The Important Things!

Join a company that truly invests in you. Enjoy a structured bonus scheme, clear career and development opportunities.

Recharge with 25 days’ leave, plus bank holidays, access private healthcare, mental wellbeing support, and 24/7 GP and counselling services. Our Chandlers Ford office offers access to a free, fully equipped onsite gym, along with showers and changing facilities. 

Win tickets to top events through the Utilita Arenas, enjoy exclusive discounts, and give back with a paid volunteering day. Plus, benefit from a generous pension contribution.

We’re more than a workplace, we’re a place to thrive.  

Our employees, just like our customers, come from all walks of life, and we’re fuelled in championing diversity, inspiring an inclusive culture, and enabling an environment where you can be your authentic self.

The Luxion Group comprises of the following companies – Luxion Group Ltd, Utilita Energy Ltd, Luxion Sales Ltd, Utilita Field Services Ltd, Procode Technology Ltd and Canary Care Global Ltd.