Contact Centre Manager

Job Type
Emp Type
Full Time
Community Services
Functional Expertise
Call Centre and Customer Service
Salary Type
Job ID

Job Description

Do you hold a minimum Level 4 professional qualification in career guidance.?

Do you hold an ILM Level 3 or equivalent management qualification.?


Contact Centre Manager

Location – Ashford – Hybrid – 2 days in office 

Salary- £33,488 to £37,715 Per Annum (pro rata)

Hours - Contract: Full-Time 12 Months Maternity Cover


Our client, a well-known and established charitable organisation in Ashford is looking for a Contact Centre Manager to join the team Monday-Friday 9am-5pm plus an on-call rota.


Our client offers a host of benefits including enhanced holiday, enhanced sickness and maternity/paternity leave, technology schemes, cycle-to-work schemes and more.



Responsibilities of the Contact Centre Manager

  • To lead the Contact Centre and a team of Virtual Advisers to deliver the National Careers Service, ensuring an efficient, effective and professional service is provided.
  • To lead on all aspects of the Contact Centre operations, including management of staff rotas, resource management, diary management, management of inbound and outbound calling plans and effective use of the telephony and CRM reporting.
  • To maximise the performance of the contact centre against defined volumes and performance targets through effective real-time management of staff, reporting and managing progress on a weekly basis.
  • To recruit, develop and motivate the team, assisting in the facilitation of training and induction as required.
  • Deliver effective management of the team including operational performance, individual performance reviews, sickness management, absence, capability and disciplinary as necessary.
  • Undertake regular activities such as audits, call observations and spot checks, to improve the quality of the service, minimise errors and track operative performance.
  • Manage the operational budget for the contact centre, raising purchase orders and checking invoices from suppliers as required.
  • To lead the investigation and resolution of all customer complaints.


Personal Skills and Attributes for the role of Contact Centre Manager


  • Must be willing to undergo a standard DBS check 
  • Must be prepared and able to work unsociable hours on an on-call basis (Week 1: Saturday 10am-5pm and Week 2: Monday-Friday 5pm-8pm)
  • A commitment to undertake all necessary training for the role
  • Hold a minimum Level 4 professional qualification in career guidance is desirable
  • Hold an ILM Level 3 or equivalent management qualification is advantageous
  • A strong track record of managing staff, achieving targets and delivering within tight deadlines
  • Must have demonstratable experience and knowledge of using and managing telephony software and operational systems.
  • Must have demonstratable experience and knowledge of managing in a Contact Centre environment.
  • Experience with Microsoft products and ability to use them effectively, including Outlook, Excel, Word and PowerPoint.


To find out more about the position, please apply and we will be in touch to discuss the role in more detail.


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