Contact Centre Manager

Job Description

‘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.

Job Duties

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

Benefits

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

Company Description

Applicant 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

Contacts

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 upmost to ensure the role is right for you, ascertaining your suitability in the process. This process will all be explained on initial contact.

If you are interested in the role and have further questions, please don’t hesitate to call us on 01206 984042 to speak to one of our team members confidentially.

Apply Now

Posted on: September 16, 2025

Your Recruiter

Gerard Francis

Lighthouse Keeper

gerard@lighthousepersonnel.co.uk

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