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- Tasks: Lead a dynamic 24/7 Customer Service team and drive service excellence.
- Company: Join a forward-thinking organisation dedicated to high-quality service delivery.
- Benefits: Competitive salary, professional development, and a supportive work environment.
- Other info: Opportunity for career growth in a fast-paced, innovative setting.
- Why this job: Make a real impact by enhancing customer experiences and leading a passionate team.
- Qualifications: Experience in contact centre management and strong leadership skills required.
The predicted salary is between 40000 - 50000 £ per year.
We are seeking an experienced Helpdesk Manager to lead our 24/7 Customer Service team and oversee the delivery of high‑quality services to Government departments. This role is ideal for someone with a strong background in Contact Centre/Helpdesk environments, excellent leadership skills, and a passion for driving service excellence.
Key Responsibilities
- Service Desk Leadership
- Lead, mentor, and develop a team of helpdesk management and Operators.
- Manage daily operations of the helpdesk to ensure timely, effective service delivery.
- Oversee staff scheduling, workload distribution, and performance management.
- Service Delivery & Improvement
- Develop and maintain service standards, SLAs, and KPIs to ensure consistent service quality.
- Monitor metrics and performance data to identify trends, recurring issues, and opportunities for improvement.
- Implement process improvements, automation, and best practices aligned with Contact Centre frameworks.
- Customer & Stakeholder Engagement
- Act as the primary escalation point for complex or high‑priority issues.
- Communicate effectively with internal stakeholders, providing updates on service performance and incident progress.
- Maintain a customer‑centric focus, ensuring excellent user experiences.
- Tools & Technology Management
- Manage helpdesk systems and tools (e.g. Telephony systems, remote support software, monitoring tools).
- Evaluate and recommend enhancements or new technologies to improve support efficiency.
Required Skills & Qualifications
- Proven experience in a Helpdesk/Contact Centre Manager or customer service support leadership role.
- Strong understanding of Customer Experience principles and service management best practices.
- Excellent communication, leadership, and problem‑solving skills.
- Experience working with Helpdesk/Contact Centre platforms.
- Ability to manage multiple priorities, make decisions under pressure, and drive service improvements.
Contact Centre Manager (FTC to End May 2027) employer: KBR, Inc.
Contact Detail:
KBR, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Manager (FTC to End May 2027)
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend events, and join relevant online groups. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your experience in contact centre management. This will help you stand out as a candidate who truly gets what they're about.
✨Tip Number 3
Practice your leadership stories! Be ready to share examples of how you've led teams, improved service delivery, and tackled challenges in previous roles. This will showcase your skills and passion for driving service excellence.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our brand.
We think you need these skills to ace Contact Centre Manager (FTC to End May 2027)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your leadership experience and any specific achievements in contact centre management to catch our eye!
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're passionate about service excellence and how your background aligns with our needs. Share specific examples of how you've driven improvements in previous roles.
Showcase Your Communication Skills: Since this role involves a lot of stakeholder engagement, make sure your application showcases your communication prowess. Use clear, concise language and structure your application well to demonstrate your ability to convey information effectively.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at KBR, Inc.
✨Know Your Stuff
Make sure you brush up on your knowledge of contact centre operations and service management best practices. Familiarise yourself with common metrics like SLAs and KPIs, as well as the tools and technologies used in helpdesk environments. This will show that you're not just a leader but also someone who understands the nitty-gritty of the role.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led and developed teams in the past. Think about specific situations where you mentored staff or improved team performance. This is your chance to demonstrate your leadership style and how it aligns with the company's values.
✨Be Customer-Centric
Since this role focuses heavily on customer experience, be ready to discuss how you've maintained a customer-centric approach in previous positions. Share stories that highlight your ability to handle complex issues and ensure excellent user experiences, as this will resonate well with the interviewers.
✨Prepare for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving skills and decision-making under pressure. Think through potential challenges you might encounter in the role and how you would address them. This preparation will help you respond confidently and effectively during the interview.