Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead and optimise a dynamic contact centre team to deliver exceptional client service.
- Company: Join a leading financial services company in the heart of Manchester.
- Benefits: Competitive salary, career development opportunities, and a vibrant work environment.
- Why this job: Make a real impact by driving change and enhancing client experiences.
- Qualifications: Proven leadership experience in a contact centre and strong communication skills.
- Other info: Exciting opportunity for growth in a fast-paced, supportive atmosphere.
The predicted salary is between 48000 - 72000 £ per year.
Hays are recruiting for a permanent Head of Contact Centre based in Manchester City Centre. This position is responsible for leading and optimising the operations of a multichannel client service function. This role will ensure the delivery of exceptional service quality through effective workforce management, training, client communications, and change management. It combines strategic leadership with hands-on collaboration to balance immediate business needs and long-term capability development.
Key Responsibilities
- Lead, coach, and motivate the Contact Centre team to deliver outstanding client outcomes.
- Design and implement business plans aligned with organisational priorities and client needs.
- Oversee contact volume forecasting, workforce planning, scheduling, and real-time management.
- Drive change management and business readiness activities for strategic initiatives and continuous improvement.
- Manage the design, delivery, and maintenance of client communications, ensuring clarity and compliance.
- Plan and deliver training programmes for new hires, upskilling, regulatory, and role-specific requirements.
- Maintain a strong risk and control environment to ensure safe and compliant service delivery.
- Collaborate with senior leaders to optimise resource allocation and support long-term capability development.
- Set and review performance standards, adjusting strategies based on data and feedback.
- Participate in special projects and other duties as required.
What you’ll need to succeed
- Significant leadership experience within a financial services contact centre or operational environment.
- Strong knowledge of financial services and regulatory requirements; investment product knowledge desirable.
- Proven ability to lead, coach, and develop high-performing teams.
- Demonstrated success in designing and implementing business plans that improve performance and client outcomes.
- Excellent communication, facilitation, and stakeholder management skills.
- Strong organisational and prioritisation abilities with experience managing multiple initiatives.
- Undergraduate degree or equivalent experience; financial services or learning and development qualifications desirable.
Head of Contact Centre in Manchester employer: hays-gcj-v4-pd-online
Contact Detail:
hays-gcj-v4-pd-online Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Contact Centre in Manchester
✨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 Head of Contact Centre role.
✨Tip Number 2
Prepare for those interviews by researching the company inside out. Understand their values, recent projects, and challenges they face. We want you to walk in feeling confident and ready to show how your leadership experience can drive their client service function to new heights.
✨Tip Number 3
Practice your pitch! You’ll want to clearly articulate your vision for optimising operations and delivering exceptional service quality. We suggest rehearsing with a friend or in front of a mirror to nail down your delivery and make a lasting impression.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always looking for passionate individuals who can lead and inspire teams to achieve outstanding client outcomes.
We think you need these skills to ace Head of Contact Centre in Manchester
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Head of Contact Centre role. Highlight your leadership experience and any relevant achievements in financial services. We want to see how your skills align with what we’re looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for this role. Share specific examples of how you've led teams and improved client outcomes, and don’t forget to show your passion for the industry.
Showcase Your Communication Skills: Since this role involves a lot of client communications, make sure your application reflects your strong communication skills. Keep your language clear and professional, but let your personality shine through too!
Apply Through Our Website: We encourage you to apply directly 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 – just follow the prompts!
How to prepare for a job interview at hays-gcj-v4-pd-online
✨Know Your Stuff
Make sure you brush up on your knowledge of financial services and regulatory requirements. Understand the key challenges in a contact centre environment and be ready to discuss how you've tackled similar issues in the past.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership experience. Think about times when you've successfully coached or motivated a team, and be ready to share specific outcomes that demonstrate your impact.
✨Be Data-Driven
Since this role involves performance standards and data analysis, come prepared with examples of how you've used data to drive decisions in previous roles. Discuss any forecasting or workforce planning experiences you have.
✨Communicate Clearly
Excellent communication is key for this position. Practice articulating your thoughts clearly and concisely. Be ready to explain how you've managed client communications and ensured clarity in your previous roles.
