At a Glance
- Tasks: Lead a dynamic team to deliver top-notch customer service and drive continuous improvement.
- Company: Join Birmingham City Council, a leader in community service and support.
- Benefits: Competitive salary, inclusive workplace, and opportunities for professional growth.
- Other info: Supportive environment with a commitment to diversity and inclusion.
- Why this job: Make a real difference in customer experience while developing your leadership skills.
- Qualifications: Experience in managing contact centres and strong people management skills.
The predicted salary is between 45091 - 53460 € per year.
Please note this vacancy is only available to Birmingham City Council employees.
Permanent Grade D - £45,091 – £53,460
Working 36.5 hours per week
The corporate Contact Centre is seeking an experienced and driven Contact Centre Manager to lead and develop a high‑performing customer contact function. This role is responsible for operational performance, people leadership, customer experience, and continuous improvement across all contact channels. You will ensure services are delivered efficiently, compliantly, and to a consistently high standard, while creating a positive and inclusive environment for colleagues.
Key Responsibilities
- Lead, motivate, and develop contact centre team leaders and advisors to deliver excellent customer service
- Own operational performance, including service levels, quality, productivity, and customer satisfaction
- Drive performance through clear KPIs, coaching, and regular performance reviews
- Ensure compliance with data protection, information security, and internal policies
- Identify and implement continuous improvement initiatives to enhance customer outcomes and efficiency
- Work collaboratively with internal stakeholders to resolve issues, implement change, and improve services
- Liaise frequently with service areas
Skills and Experience
Essential:
- Proven experience managing a contact centre or customer service operation
- Strong people management and leadership skills
- Experience of performance management, quality assurance, and service improvement
- Excellent communication and stakeholder management skills
- Ability to analyse performance data and translate insight into action
Desirable:
- Experience in a regulated or high‑volume contact centre environment
- Knowledge of multiple contact channels (telephone, email, chat, digital)
- Experience managing change or transformation initiatives
Please upload your up-to-date CV via the attachments part of your application, this is required for shortlisting. Unfortunately, we cannot consider any applications without a CV attached.
Birmingham City Council is an accredited Disability Confident Leader employer, and we are committed to employing, retaining and developing all of our people. We want to ensure your recruitment journey with us is a positive and equitable one, so please let us know if there are any reasonable adjustments, additional support, accessibility needs, or if there is any way in which we can support you through your application.
For any informal enquiries please contact the Resourcing Team at Resourcing@birmingham.gov.uk
Proof of Right to work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed. Sponsorship is not available for this post. Applicants must have the right to work in the UK that does not require employer sponsorship for the duration of the appointment.
Birmingham City Council is committed to safeguarding and promoting the welfare of our citizens and expects all staff and volunteers to share this commitment.
Contact Centre Manager in Birmingham employer: Birmingham City Council
Birmingham City Council is an exceptional employer that prioritises the development and well-being of its employees, offering a supportive and inclusive work culture. As a Contact Centre Manager, you will have the opportunity to lead a dedicated team in a dynamic environment, with access to continuous professional growth and a commitment to high standards of customer service. The council's status as a Disability Confident Leader further underscores its dedication to creating equitable opportunities for all staff.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Manager in Birmingham
✨Tip Number 1
Network like a pro! Reach out to your contacts within Birmingham City Council or related fields. A friendly chat can sometimes lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for the interview by researching the council's recent initiatives and challenges. Show us you’re not just another candidate; demonstrate how your experience can directly address their needs.
✨Tip Number 3
Practice your leadership stories! Be ready to share specific examples of how you've motivated teams and improved customer service in previous roles. We want to hear about your successes!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, we love seeing candidates who take the initiative!
We think you need these skills to ace Contact Centre Manager in Birmingham
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Contact Centre Manager role. Highlight your experience in managing contact centres and any relevant achievements that showcase your leadership skills. We want to see how you can bring value to our team!
Showcase Your Skills:In your application, emphasise your people management and performance improvement skills. Use specific examples to demonstrate how you've driven customer satisfaction and operational efficiency in previous roles. This will help us see your potential impact!
Be Clear and Concise:When writing your application, keep it clear and to the point. Avoid jargon and make sure your key points stand out. We appreciate straightforward communication, especially when it comes to understanding your experience and qualifications.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to upload your CV there, which is a must for shortlisting.
How to prepare for a job interview at Birmingham City Council
✨Know Your Numbers
As a Contact Centre Manager, you'll need to be familiar with KPIs and performance metrics. Before the interview, brush up on relevant data from your previous roles. Be ready to discuss how you used these metrics to drive performance and improve customer satisfaction.
✨Showcase Your Leadership Style
This role requires strong people management skills. Think about examples where you've successfully led a team or improved team dynamics. Prepare to share specific stories that highlight your leadership style and how it contributed to a positive work environment.
✨Prepare for Scenario Questions
Expect questions that ask how you'd handle specific situations, like managing underperformance or implementing change. Use the STAR method (Situation, Task, Action, Result) to structure your answers, ensuring you demonstrate your problem-solving skills and ability to drive continuous improvement.
✨Understand the Company Culture
Research Birmingham City Council's values and commitment to inclusivity. Be prepared to discuss how your personal values align with theirs and how you can contribute to creating a positive and inclusive environment for colleagues in the contact centre.
