An opportunity for a highly experienced and ambitious contact centre leader with a passion for delivering exceptional customer experience in a fast-moving, commercial environment.

This large, highly respected and continually fast-growing UK brand is looking for a Contact Centre Manager to lead it''s established UK teams through it''s next period of growth. You will be predominantly based in the South West and Bristol.

You''ll report to the ambitious Directorship team and play a pivotal role in shaping the future of its customer service operations, revenue results and customer experience.

You''ll oversee the day-to-day operations of this busy contact centre operation that often has to react to peaks. You will be ultimately responsible for ensuring high performance, customer satisfaction, and team engagement. You''ll lead a team of leaders and ultimately an operation of c200 Advisors. This is a brand well known for innovation, customer excellence and continuous improvement, and you will be integral in taking these strategies and results forward confidently. It is an operation housing both service and sales.

Key Responsibilities:

• Lead, coach, and develop the contact centre operation, including Operations Managers, Team Leaders and Agents to meet stretching performance targets
• Monitor KPIs and service levels, ensuring a consistent and high-quality customer experience
• Work closely with resource planning, scheduling, and workflow optimisation
• Handle escalated customer issues with professionalism and efficiency
• Collaborate with other departments and the Directorship team to align customer service with business goals
• Drive innovation and process improvements across the contact centre

Salary:

• Circa -85,000 per annum

This role demands proven experience in a contact centre leadership role and a background of confident progression. Strong people management and coaching skills and an ambition to progress into a Directorship role in the medium term are vital.

You must evidence excellent communication and problem-solving abilities as well as a data-driven, commercial mindset. This is a particularly fast-paced and constantly changing environment, so a positive approach to change is vital.

Please apply if you are interested. We would be pleased to speak with you!

Red Recruitment (Agency)