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- Tasks: Lead a dynamic contact centre team to enhance performance and customer satisfaction.
- Company: Join a values-driven organisation making a positive impact in the NFP sector.
- Benefits: Competitive salary, flexible working hours, free parking, and potential for permanent role.
- Why this job: Shape a developing team and drive meaningful change in a supportive environment.
- Qualifications: Experience in leading contact centres and a knack for data-driven decision making.
- Other info: Immediate start with weekly pay and opportunities for professional growth.
The predicted salary is between 44000 - 61600 £ per year.
- Be the catalyst for positive change – NFP sector
- Shape the future of a forward thinking contact centre
About Our Client
Are you a people-focused leader who thrives on improving team performance and creating great customer outcomes? We\’re looking for a passionate and hands-on Contact Centre Performance Manager to join a well-established organisation going through an exciting period of change and stabilisation.
This is a temporary role until April 2026, with the potential to become permanent once the new structure is embedded.
Job Description
You\’ll take ownership of a small but vital customer contact operation of around 24 colleagues and 2 Team Leaders. The team is settling into a new structure following change, so we\’re looking for a leader who can bring clarity, confidence, and consistency – supporting the stabilisation of the operation and embedding a positive, high-performance culture.
Your focus will be on driving day-to-day performance and engagement through coaching, communication, and clear leadership. You\’ll ensure the operation meets key service metrics such as AHT, FTR, Abandon Rate, Complaints, and Customer Satisfaction, all underpinned by a supportive and accountable team culture.
You\’ll also bring a strong eye for data and planning – using performance insight to:
- Forecast and allocate resources effectively
- Plan schedules and recruitment activity
- Monitor daily performance and adjust plans in real time
- Work closely with Quality and Training to embed continuous improvement
The Successful Applicant
You\’re a natural people leader who\’s equally comfortable on the floor with your team as you are reviewing performance data. You know how to balance empathy with accountability, building a culture where colleagues feel supported and empowered to deliver great service.
You\’ll also bring:
- Proven experience leading a contact centre or customer service team (20-40 FTE)
- Knowledge of workforce or resource planning (forecasting, scheduling, or real-time management)
- A track record of improving team performance through coaching and cultural change
- Confidence using MI and operational data to inform decisionsIdeally, experience in a regulated or public-facing environment
What\’s on Offer
- £44,000 per annum
- 4 days per week onsite, 9:00am – 4:30pm (one day at home)
- Free on-site parking
- Interim until April 2026, with potential to go permanent
- Opportunity to shape and stabilise a developing team in a values-led organisation
- Immediate start
- Weekly pay
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Contact Centre Manager employer: Michael Page (UK)
Contact Detail:
Michael Page (UK) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the NFP sector and let them know you're on the lookout for a Contact Centre Manager role. You never know who might have the inside scoop on opportunities or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by practising common questions related to team performance and customer outcomes. We recommend using the STAR method to structure your answers, showcasing your leadership skills and how you've driven results in previous roles.
✨Tip Number 3
Showcase your data-savvy side! Be ready to discuss how you've used performance metrics to make decisions in past roles. This will demonstrate your ability to forecast and allocate resources effectively, which is key for the Contact Centre Manager position.
✨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 about their job search!
We think you need these skills to ace Contact Centre Manager
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for the role shine through! We want to see how your people-focused leadership style aligns with our mission to create great customer outcomes.
Be Specific About Your Experience: Make sure to highlight your proven experience in leading contact centre teams. Use specific examples that demonstrate your ability to improve performance and foster a positive culture – we love a good success story!
Data is Key: Since we’re all about using data to drive decisions, don’t forget to mention your experience with MI and operational data. Show us how you’ve used insights to forecast, plan, and adjust in real-time – it’ll make you stand out!
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 this exciting opportunity to shape our contact centre!
How to prepare for a job interview at Michael Page (UK)
✨Know Your Numbers
Make sure you’re familiar with key performance metrics like AHT, FTR, and Customer Satisfaction. Being able to discuss how you've used data to drive improvements in previous roles will show that you understand the importance of these metrics in a contact centre environment.
✨Showcase Your Leadership Style
Prepare examples that highlight your people-focused leadership approach. Think about times when you’ve successfully coached team members or implemented cultural changes that led to improved performance. This will demonstrate your ability to create a positive, high-performance culture.
✨Emphasise Adaptability
Since the organisation is going through a period of change, be ready to discuss how you’ve managed transitions in the past. Share specific strategies you’ve used to stabilise teams and maintain morale during challenging times.
✨Engage with Their Vision
Research the organisation’s values and mission. During the interview, express how your personal values align with theirs and how you can contribute to their goals. This shows that you’re not just looking for any job, but that you’re genuinely interested in being part of their journey.
