At a Glance
- Tasks: Lead and develop a team to deliver exceptional contact centre service.
- Company: Aptia, a leading firm in pensions, health, and insurance solutions.
- Benefits: Hybrid work model, competitive salary, and opportunities for career progression.
- Other info: Join a diverse and inclusive workplace with excellent growth potential.
- Why this job: Make a real impact by driving performance and enhancing team engagement.
- Qualifications: Proven leadership experience in contact centres, ideally in financial services.
The predicted salary is between 40000 - 50000 £ per year.
Aptia is a leading professional services firm specializing in pensions, health, and insurance solutions. With offices in the US, UK, India, and Portugal, we support more than 1,100 clients and over six million people.
We are hiring an experienced Contact Centre Manager for our First Contact Team (FCT) in Edinburgh. This hybrid role focuses on delivering exceptional service, ensuring regulatory compliance, and driving operational excellence.
What You’ll Be Doing
- Lead, coach, and develop a team of contact centre agents, driving performance through 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 with FCA Consumer Duty, data protection, and other regulatory requirements.
- Drive change and continuous improvement, supporting adoption of new processes, technologies, and ways of working.
- Enhance team engagement and wellbeing, 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 in financial services or pensions.
- 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).
Aptia is an equal‑opportunity employer and is committed to creating a diverse, inclusive, and equitable work environment for all employees.
Team Manager - Contact Centre employer: Aptia UK Limited
Aptia is an exceptional employer that prioritises employee development and wellbeing, offering a dynamic work culture in the heart of Edinburgh. With a strong focus on coaching and performance management, employees are empowered to grow their careers while contributing to meaningful service delivery in the pensions and financial services sector. The hybrid work model and commitment to diversity and inclusion further enhance the appeal of joining our First Contact Team.
StudySmarter Expert Advice🤫
We think this is how you could land Team Manager - Contact Centre
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend events, and engage on platforms like LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for those interviews! Research Aptia thoroughly, understand their values, and be ready to discuss how your experience aligns with their needs. We want you to shine, so practice common interview questions and have your own ready to ask.
✨Tip Number 3
Showcase your leadership skills! When discussing your past experiences, highlight specific examples of how you’ve led teams, improved performance, or driven change. We love to see candidates who can demonstrate their impact in previous roles.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email expressing your appreciation for the opportunity. It’s a great way to reinforce your interest in the role and keep you top of mind. And remember, apply through our website for the best chance!
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 our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about the role and how your experience fits with what we’re looking for. Don’t forget to mention your understanding of regulatory frameworks like FCA and Consumer Duty.
Showcase Your People Skills:Since this role involves leading and developing a team, make sure to highlight your people-management and coaching skills. Share examples of how you've successfully driven performance and engagement in previous roles – we love to see that!
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 keep track of it. Plus, it shows you’re keen on joining our team at Aptia!
How to prepare for a job interview at Aptia UK Limited
✨Know Your Numbers
Familiarise yourself with key performance metrics relevant to contact centres, such as SLAs and first-contact resolution rates. Be ready to discuss how you've used data to drive improvements in your previous roles.
✨Showcase Your Leadership Style
Prepare examples that highlight your coaching and people-management skills. Think about specific instances where you’ve developed team members or improved engagement, and be ready to share these stories.
✨Understand Compliance Inside Out
Brush up on regulatory frameworks like FCA Consumer Duty and data protection laws. Be prepared to discuss how you’ve ensured compliance in past roles and how you would approach it in this position.
✨Embrace Change
Aptia is looking for someone who can lead through transformation. Prepare to talk about times when you’ve successfully managed change in a fast-paced environment, and how you supported your team during those transitions.
