Contact Centre Manager (FTC to End May 2027)

This role is FTC until End May 2027. 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.

We Value Our People – We create diverse, inclusive environments in which each person can feel safe, respected and valued, and where everyone has opportunities to grow and reach their full potential.

We Deliver – We are uncompromising in our commitment to deliver innovative, high-quality, technology-led solutions for our customers and exceptional, sustainable value for all our stakeholders.

We Are People of Integrity – We value honesty, trust, courage, fairness, prudence and tenacity. We believe doing what’s right for the planet, the communities where we work, and our people is good for business.

We Empower – We empower our people with a shared purpose, the right tools and the supportive culture they need to be proactive decision-makers, to be adaptive to change, and to succeed.

We Are a Team of Teams – We have a will to succeed, but we value the achievements of our team of teams over individual accomplishments. Our collective focus makes us a better, stronger, more effective company.