Contact Centre Manager

3 days ago

Wythenshawe M, United Kingdom Electiva - Manchester Full time

At Transform, we care more. We're passionate about delivering exceptional customer service and creating a positive experience for every person who contacts us. As a leading name in the healthcare industry, we're expanding our contact centre team and looking for an experienced, motivated, and customer-focused Contact Centre Manager to help us drive excellence — because we care more about our customers, our people, and the service we deliver.

About the Role

As the Contact Centre Manager, you'll lead a high-performing team of Customer Service Advisors and Team Leaders, ensuring that every interaction reflects our commitment to care, quality, and professionalism. You'll manage performance, champion development, and foster a culture where we care more about doing things right — for both our customers and our colleagues.

Key Responsibilities

  • Lead, motivate, and develop the Contact Centre team to achieve individual and collective goals.
  • Monitor and enhance daily operations to ensure high standards of service and efficiency.
  • Provide regular coaching, feedback, and development opportunities to help people grow.
  • Handle complex or escalated customer issues, ensuring timely and empathetic resolutions.
  • Analyse performance data and report insights to senior management, driving continuous improvement.
  • Promote a culture where compliance, professionalism, and customer care are at the heart of everything we do.
  • Support recruitment, onboarding, and training of new team members, ensuring they understand why we care more.

About You

  • Proven experience in a Contact Centre or Customer Service leadership role (Team Leader or Manager level).
  • Strong leadership skills with a track record of motivating and inspiring teams.
  • Excellent communication, problem-solving, and decision-making abilities.
  • Commercially aware, with an understanding of contact centre KPIs and how to improve them.
  • Calm under pressure and able to handle challenges with empathy and professionalism.
  • A genuine passion for people, customer service, and creating a culture where we care more.

What We Offer

  • Competitive salary and performance-based bonus scheme.
  • Opportunities for career progression and professional development.
  • A supportive, inclusive, and people-focused working environment where we care more about your growth and well-being.

If you're ready to take the next step in your leadership career and join a business that truly believes we care more, we'd love to hear from you.

How to Apply:

Please submit your CV and a covering letter outlining your experience and why you'd be a great fit for the role.

Job Type: Full-time

Pay: £32,000.00-£35,000.00 per year

Benefits:

  • Canteen
  • Company events
  • Company pension
  • Employee discount
  • Free fitness classes
  • Free parking
  • On-site parking

Work Location: In person

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