Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead and enhance call centre operations across various channels while driving team performance.
- Company: Join a dynamic organisation focused on customer operations and service excellence.
- Benefits: Enjoy private healthcare, pension plans, life assurance, and training opportunities.
- Why this job: Make a real impact in customer experience and progress to senior leadership roles.
- Qualifications: 5-12+ years in call centre roles with leadership experience preferred.
- Other info: Flexible work patterns available, including remote options.
The predicted salary is between 36000 - 60000 £ per year.
Hire Resolve is assisting call centre and contact centre organisations in hiring experienced call centre professionals for multiple mid–senior opportunities across customer operations, sales performance, and service delivery. This is a multi-role opportunity covering leadership and specialist functions such as contact centre operations, team management, quality, training, workforce management, customer experience, and performance optimisation—with progression toward senior leadership roles (Senior Manager, Head of Contact Centre, and Director-level positions).
Key Responsibilities
- Lead and improve day-to-day contact centre operations across voice, email, chat, and digital channels.
- Manage team leaders/supervisors and drive performance through coaching, KPIs, and structured scorecards.
- Improve customer experience outcomes (e.g., CSAT, NPS, first contact resolution) while balancing efficiency and service levels.
- Partner with WFM to manage forecasting, scheduling, real-time adherence, occupancy, and capacity planning.
- Implement quality assurance frameworks, calibration routines, and continuous improvement plans.
- Oversee training, onboarding, and knowledge management to maintain high service standards.
- Deliver performance reporting and insight (AHT, ASA, abandonment, conversion, complaints, attrition) with clear action plans.
- Support contact centre technology adoption (CRM, telephony/CCaaS, diallers, QA tools, analytics and BI reporting).
- Ensure compliance with applicable requirements (e.g., GDPR, regulated customer interactions where relevant).
- Maintain a safe and compliant workplace aligned with UK health and safety expectations and HSE guidance.
Requirements
- Education/qualifications: GCSEs (or equivalent) including English and Maths typically expected; A-levels, professional certifications, or a degree (Business, Management, Communications, Analytics, etc.) are advantageous depending on role scope.
- Experience: Typically 5–12+ years in call centre/contact centre environments, including 2–6+ years in leadership (Team Leader, Contact Centre Manager, Operations Manager, Senior Manager).
- Core capabilities: People leadership, coaching, performance management, and change delivery; KPI-led operations management and continuous improvement (Lean/Six Sigma exposure beneficial); Workforce management fundamentals (forecasting, scheduling, real-time management); Quality, training, complaints handling, and customer experience improvement; Strong stakeholder management across Operations, Sales, Compliance, IT, and HR.
- Systems/tools: CRM and case management (e.g., Salesforce, Zendesk, ServiceNow), CCaaS/telephony platforms, diallers, WFM tools, QA platforms, and reporting (Excel/Google Sheets, BI tools).
- Language: Professional English required; additional languages are a plus depending on customer base.
- Work patterns: May include on-site, hybrid, or remote working (employer dependent). Some roles require flexibility for peak periods and operational coverage.
Benefits
- Private Healthcare Plan
- Pension Plans
- Life Assurance
- Leave Package
- Training & Development
Call Centre in London employer: Hire Resolve
Contact Detail:
Hire Resolve Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Call Centre in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the call centre industry and let them know you're on the lookout for new opportunities. You never know who might have the inside scoop on a role that’s perfect for you.
✨Tip Number 2
Prepare for those interviews by practising common call centre scenarios. Think about how you’d handle difficult customers or improve team performance. This will show potential employers that you’re ready to hit the ground running!
✨Tip Number 3
Don’t forget to showcase your leadership skills! Whether it’s through examples from past roles or discussing your approach to team management, make sure you highlight how you can drive performance and improve customer experience.
✨Tip Number 4
Apply directly through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and eager to join our team.
We think you need these skills to ace Call Centre in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the specific role you're applying for. Highlight your experience in call centre operations and any leadership roles you've held. We want to see how your skills match 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 passionate about customer service and how your background makes you a great fit for our team. Keep it engaging and relevant to the job description.
Showcase Your Achievements: When detailing your experience, focus on your achievements rather than just responsibilities. Use metrics where possible, like improvements in CSAT or NPS scores, to demonstrate your impact. We love numbers that tell a story!
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 to do!
How to prepare for a job interview at Hire Resolve
✨Know Your Numbers
Brush up on key performance indicators (KPIs) relevant to call centre operations, like CSAT and NPS. Being able to discuss how you've improved these metrics in past roles will show your potential employer that you understand the importance of performance optimisation.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully managed teams or led projects in previous positions. Highlight your coaching techniques and how you've driven performance through structured scorecards. This will demonstrate your capability for the leadership roles they’re looking to fill.
✨Familiarise Yourself with Technology
Get comfortable with common CRM and telephony platforms mentioned in the job description, like Salesforce or Zendesk. If you can speak knowledgeably about how you've used these tools to enhance customer experience or streamline operations, you'll stand out as a tech-savvy candidate.
✨Understand Compliance and Quality Assurance
Be ready to discuss your experience with quality assurance frameworks and compliance requirements, such as GDPR. Showing that you prioritise maintaining high service standards and a compliant workplace will resonate well with the interviewers.