Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead and inspire a team to enhance customer experiences through digital channels.
- Company: Join a dynamic company focused on digital innovation and customer service excellence.
- Benefits: Enjoy competitive pay, flexible working options, and opportunities for personal growth.
- Why this job: Make a real difference in customer satisfaction while developing your leadership skills.
- Qualifications: Experience in team leadership and customer service, with strong communication skills.
- Other info: Be part of a vibrant team with exciting career advancement opportunities.
The predicted salary is between 36000 - 60000 £ per year.
Manager, Digital Contact Centre page is loaded## Manager, Digital Contact Centrelocations: Leedstime type: Full timeposted on: Posted 4 Days Agotime left to apply: End Date: September 26, 2025 (13 days left to apply)job requisition id: JR0267*Externally, this role could also be known as: Customer Services Manager, Contact Centre Manager, Digital Contact Centre Manager***Key Accountabilities*** Lead and motivate your team on a day-to-day basis to do the right thing for customers and the business.* Manage the performance of all team members who will be supporting customers through telephony, as well as at times via Digital Messaging and Social Media.* Remote management experience is desirable* Accountable for delivering against Service Levels and other Key Performance Indicators including but not exclusive to: o Voice of the Customer targets & CSAT measures o Service SLAs (% calls answered, abandonment rate, response times and productivity) o Digital Contact Resolution/online registrations/mobile utilisation o Quality Assurance o Absence* Play a key role in our Digital First Strategy, help your team to translate technology terms into everyday language and provide support to our less Digitally savvy customers* Be passionate about continuous improvement, identifying opportunities to improve the customer experience and playing an active role in our Customer Issue Resolution Programme. (CIRP/EIRP)* Identify opportunities to improve customer engagement through the deployment of relevant support materials ie IMI SMS deep link solution, ’How To’ videos and online FAQs.* Gain customer feedback provide valuable insight to key stakeholders in our Digital development teams to improve our Digital offering.* Develop great relationships with all of the colleagues you will need to work with across our business, including areas such as Digital, Robot Processing, Risk and Learning and Development.* Ensure operational and regulatory compliance requirements (e.g. Ofcom, FCA) are understood and monitored.* Ensure Quality Assurance is delivered consistently to high standards**Additional Responsibilities*** Work as part of the wider team within Customer Service, acting as SME for Digital Customer Contact, but also providing support in other areas, to help to achieve departmental and business goals.* Support the team through technical incidents, ensuring they are equipped to deal with any increase in demand and/or change in contact type* Involvement with new product launches, including the launch of new brands/partners.**Your Skills and Experience****Essential*** You will have had experience of leading teams in a customer-focused servicing environment and have worked around communications or technical solutions.* Worked in a regulated or secure environment* You’ll also need to have: o Strong Leadership skills o Presenting and written communication skills o Listening skills o Organisational skills o Empathy with people in difficult situations o Worked in a lively, fast-paced contact centre team o Having an eye for detail o Identifying problems and finding solutions o Always having a positive attitude o Being calm under pressure o You will be great at coaching your team in all of these things too!**Desirable*** Worked in a Financial Services company* Understanding of FCA and regulations imposed on Financial Services* Experience of managing a team using channels such as webchat/messaging or social media.*Externally, this role could also be known as: Customer Services Manager, Contact Centre Manager, Digital Contact Centre Manager*#LI-Hybrid#LI-TT1**We work with Textio to make our job design and hiring inclusive.**Permanent #J-18808-Ljbffr
Manager, Digital Contact Centre employer: NewDay Ltd
Contact Detail:
NewDay Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Manager, Digital Contact Centre
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent projects. This way, when you get that interview, you can show them you're not just another candidate but someone who genuinely cares about what they do.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. A friendly chat can sometimes lead to insider tips or even a referral, which can give you a leg up in the application process.
✨Tip Number 3
Prepare for those tricky interview questions! Think about how your experience aligns with their key accountabilities, especially around customer service and team leadership. Practising your responses will help you feel more confident when it counts.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Manager, Digital Contact Centre
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in leading customer-focused teams. Use keywords from the job description to show we’re on the same page!
Showcase Your Leadership Skills: We want to see how you’ve motivated and managed teams in the past. Share specific examples of how you’ve driven performance and improved customer experiences in a fast-paced environment.
Be Clear and Concise: When writing your application, keep it straightforward. We appreciate clarity, so avoid jargon and get straight to the point about your skills and experiences that relate to the role.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity.
How to prepare for a job interview at NewDay Ltd
✨Know Your Digital Stuff
Make sure you brush up on the latest digital communication tools and trends. Since this role involves managing a team that uses telephony, digital messaging, and social media, being able to discuss these platforms confidently will show your expertise.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in customer-focused environments. Think about specific situations where you motivated your team or improved performance metrics, as this will resonate well with the interviewers.
✨Understand the Customer Experience
Be ready to discuss how you would enhance customer engagement and satisfaction. Bring ideas for improving processes or introducing new support materials, as this aligns with their focus on continuous improvement.
✨Familiarise Yourself with Regulations
Since the role requires knowledge of regulatory compliance, make sure you understand the basics of FCA regulations and how they impact customer service. This will demonstrate your readiness to handle the responsibilities of the position.