NRG is delighted to be recruiting an experienced Contact Centre Manager on a 6–9 month fixed-term contract.
This is an exciting opportunity to join the organisation during a period of significant change, as it transitions to a new Target Operating Model.
We are looking for a confident and experienced operational leader who can provide stability, drive performance and lead teams effectively while supporting the wider transformation programme.
As Contact Centre Manager, you will take responsibility for the day-to-day management of contact centre operations, ensuring the continued delivery of high-quality services while supporting changes to operational structures and ways of working.
This is a highly people-focused role requiring strong leadership, advanced employee relations experience and the ability to engage effectively with clinical teams, senior stakeholders and board-level colleagues.
Key responsibilities include:
· Overseeing day-to-day contact centre operations, ensuring service standards, efficiency and performance are maintained.
· Managing operational KPIs, identifying performance trends and implementing improvements where required.
· Providing strong, visible leadership to teams, driving engagement, accountability and a positive working culture.
· Managing complex employee relations matters, providing confident and effective leadership through sensitive people challenges.
· Working closely with clinical teams and key stakeholders to ensure operational priorities are aligned with service requirements.
· Supporting the implementation of the new Target Operating Model, including changes to team structures, processes and ways of working.
· Consolidating operational performance information and providing clear, meaningful reporting and updates to senior leadership and board-level stakeholders.
· Supporting teams through change, maintaining engagement and ensuring business continuity throughout the transition.
· Identifying opportunities to improve operational effectiveness and create sustainable ways of working.
We are looking for an established Contact Centre Manager or experienced operational leader with a strong track record of managing people, performance and change within a complex service-led environment.
You will bring:
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Contact Centre Manager in Newcastle upon Tyne employer: northern recruitment group
Join a well-established and highly regarded claimant personal injury law firm that prioritises employee growth and a supportive work culture. As an EL PL Claims Handler, you will benefit from competitive salaries, performance-related bonuses, and hybrid working options, all while being part of a collaborative team dedicated to excellent client care. This role offers meaningful career progression opportunities within a respected practice, making it an ideal environment for those looking to advance their careers in personal injury law.
Contact Details:
northern recruitment group Recruitment Team
