At a Glance
- Tasks: Lead and develop a team to deliver exceptional service in a dynamic contact centre environment.
- Company: Aptia, a forward-thinking firm revolutionising pensions, health, and insurance solutions.
- Benefits: Hybrid working, career development opportunities, and a supportive team culture.
- Other info: Join a diverse team committed to innovation and client success.
- Why this job: Shape the future of customer experience while driving operational excellence.
- Qualifications: Experience in contact centre leadership and a passion for coaching others.
The predicted salary is between 40000 - 50000 £ per year.
About Aptia
Aptia is a leading professional services firm dedicated to simplifying complexity for businesses and individuals. We bring together cutting-edge technology and deep industry expertise to help organisations navigate an evolving landscape with clarity and confidence. With a presence in the US, UK, India, and Portugal, we support over six million people and more than 1,100 clients, delivering solutions that drive efficiency, enhance financial security, and provide peace of mind.
Our strength lies in the combination of smart technology and expert teams, ensuring that managing pensions, health, and insurance is more effective. By focusing on innovation, accessibility, and client success, we help businesses take care of their people, so they can focus on what they do best. And we are expanding. Aptia Group is not only fueled by our investors' backing but also by our commitment to foster the growth and success of our people. At Aptia, we're investing heavily in learning and development, paving unique career paths for our colleagues.
Specialist. Responsive. Thoughtful. Our values aren't just words; they are the backbone of our business. Our team embodies our values daily, to surpass client expectations, evolve constantly and nurture genuine relationships for the long-term.
Job requirements
We have a new opportunity for an experienced Contact Centre Manager to join our First Contact Team (FCT), ensuring exceptional service delivery and positive outcomes for pension scheme members. This is a high-impact role where you’ll drive operational excellence, coach and develop a team of advisors, and ensure all interactions meet strict regulatory standards. You’ll play a key role in shaping performance, enhancing capability, and embedding a culture of compliance and continuous improvement. This is a hybrid working position aligned to our offices in Edinburgh.
What You’ll Be Doing
- Lead, coach, and develop a team of contact centre agents, driving performance through regular 1:1s, feedback, and capability plans
- Own operational delivery, ensuring service levels (SLAs), call handling metrics, and first-contact resolution targets are met
- Monitor and improve performance, using data and KPIs to identify trends and implement corrective actions
- Champion compliance, ensuring adherence to regulatory requirements including FCA Consumer Duty and data protection standards
- Drive change and continuous improvement, supporting the adoption of new processes, technologies, and ways of working
- Enhance team engagement and wellbeing, fostering a positive culture and managing absence, retention, and recognition
- Lead recruitment and talent development, identifying high-potential individuals and supporting career progression
What You’ll Bring
- Proven contact centre leadership experience, ideally within a financial services or pensions environment
- Strong people management and coaching skills, with a passion for developing others
- Solid understanding of regulatory and compliance frameworks (e.g. FCA, Consumer Duty, data protection)
- Experience managing performance metrics, SLAs, and operational KPIs
- Ability to lead through change and transformation in a fast-paced environment
- Excellent communication and stakeholder management skills
Key Skills & Experience
- Quality assurance and call monitoring expertise
- Performance reporting and data analysis
- Workforce planning and scheduling tools
- Telephony and contact centre systems
- Strong working knowledge of MS Office (especially Excel and PowerPoint)
This is a great opportunity to take on a management role in a critical, customer-facing function. You will be part of a collaborative team, and will shape the future of service delivery and customer experience.
How to apply
If you are interested in this role, then we’d love to hear from you. Please go ahead and click apply and submit your resume with appropriate contact information.
Aptia is committed to creating a diverse, inclusive and equitable work environment. At Aptia, fostering an equitable and inclusive environment for all our people to flourish is a priority. We are an equal opportunity employer and aim to attract and retain the best people without attention to age, background, disability, ethnic origin, family duties, political affiliation, race, religion, gender and sexual orientation. If there are any reasonable adjustments we can make to the recruitment process to ensure it is accessible to you, we encourage you to reach out to us.
Team Manager - Contact Centre employer: Aptia Group
Aptia is an exceptional employer that prioritises the growth and success of its employees, offering robust learning and development opportunities within a dynamic and supportive work culture. Located in Edinburgh, this hybrid role as a Team Manager in the Contact Centre allows you to lead a dedicated team while driving operational excellence and compliance in a fast-paced environment. With a commitment to innovation and inclusivity, Aptia fosters a collaborative atmosphere where your contributions directly impact the well-being of over six million clients.
StudySmarter Expert Advice🤫
We think this is how you could land Team Manager - Contact Centre
✨Tip Number 1
Get to know the company inside out! Research Aptia's values, mission, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your pitch! Be ready to explain how your experience aligns with the role of Team Manager. Highlight your leadership skills and how you've driven performance in previous roles—this is your chance to shine!
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insights into the company culture and might even give you a heads-up about the interview process.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the Aptia team.
We think you need these skills to ace Team Manager - Contact Centre
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Team Manager role. Highlight your contact centre leadership experience and any relevant achievements that align with the job description. We want to see how you can bring your unique skills to Aptia!
Showcase Your People Skills:Since this role involves coaching and developing a team, don’t forget to showcase your people management skills. Share examples of how you've successfully led teams in the past and how you’ve fostered a positive culture. We love seeing those personal touches!
Demonstrate Compliance Knowledge:Given the importance of regulatory standards in this position, make sure to mention your understanding of compliance frameworks like FCA and Consumer Duty. We’re looking for someone who can champion compliance and drive change effectively.
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and get to know you better. Don’t miss out on this opportunity to join our amazing team at Aptia!
How to prepare for a job interview at Aptia Group
✨Know the Company Inside Out
Before your interview, take some time to research Aptia thoroughly. Understand their mission, values, and the services they provide. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your Leadership Skills
As a Team Manager, you'll need to demonstrate your leadership abilities. Prepare examples of how you've successfully led teams in the past, focusing on coaching, performance management, and driving operational excellence. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Familiarise Yourself with Compliance Standards
Given the importance of regulatory compliance in this role, brush up on relevant frameworks like FCA Consumer Duty and data protection standards. Be ready to discuss how you've ensured compliance in previous roles and how you would approach it at Aptia.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the team culture, growth opportunities, and how Aptia measures success. This shows that you're not just interested in the job, but also in how you can contribute to the company's future.
