At a Glance
- Tasks: Lead a dynamic team to enhance customer experiences and drive operational excellence.
- Company: Forward-thinking, customer-focused business with a commitment to innovation.
- Benefits: Competitive salary, bonus potential, and opportunities for professional growth.
- Other info: Join a collaborative environment with a focus on continuous improvement.
- Why this job: Make a real impact on customer journeys and shape a high-performing team culture.
- Qualifications: Experience in managing inbound contact centres and strong people management skills.
The predicted salary is between 45000 - 55000 £ per year.
- Contact Centre Operations Manager
- 📍 UK, Remote | Full-time, Permanent
Lead a team. Shape the customer experience. Raise the standard.
We’re delighted to be supporting a forward-thinking, customer-focused business in the appointment of a
Contact Centre Operations Manager to lead its inbound customer contact operation.
This is an exciting opportunity for an experienced contact centre or customer service leader who thrives on building high-performing teams, improving customer journeys and creating an operation that delivers consistently exceptional service.
- Reporting directly to the
- Chief Operating Officer , you’ll take ownership of an inbound team of around
30 FTE , overseeing day-to-day performance across telephone and live chat while helping shape the wider customer contact strategy.
The Role
This is a genuinely hands-on leadership position .
You’ll be responsible for much more than hitting service-level targets; you’ll create a culture where people perform at their best, customers receive the right support at the right time, and the operation continually evolves.
Your responsibilities will include
- Leading, coaching and developing a team of around 30 customer contact professionals.
- Creating a positive, accountable and high-performing team culture.
- Managing performance, attendance and adherence effectively and fairly.
- Owning day-to-day service levels across telephone and live chat.
- Monitoring KPIs including service level, quality, productivity, adherence and shrinkage.
- Using contact volumes and customer data to inform resource planning and scheduling.
- Identifying opportunities to remove friction and improve the customer journey.
- Supporting the effective use and adoption of contact centre technology.
- Developing future team leaders and creating a strong internal talent pipeline.
- Working closely with operational colleagues to deliver a consistent, joined-up customer experience.
- Providing insight and recommendations to the COO on performance, resourcing and operational improvements.
Customer-first. Omnichannel. Always improving.
The successful candidate will understand that modern customer service is not simply about answering the phone quickly .
Customers move between telephone, live chat and self-service depending on what they need.
You’ll be expected to think beyond individual channels and understand how they work together to create a seamless customer journey.
You’ll challenge existing processes, identify where customers experience unnecessary friction and make a compelling case for new ways of working, including where technology and self-service can genuinely improve the experience.
What we’re looking for
We’re looking for a people-first operational leader with a proven background managing inbound contact or customer service teams.
You’ll ideally bring
- Proven experience leading an inbound contact centre or customer service operation.
- Strong people management, coaching and performance-management skills.
- Experience working against operational KPIs and service-level targets.
- A genuine focus on customer outcomes, rather than simply internal metrics.
- An understanding of omnichannel customer contact across phone, live chat and self-service.
- Experience using a contact centre platform such as
Genesys , or a comparable system.
- A track record of improving processes and removing friction from customer journeys.
- The confidence to challenge established ways of working and introduce meaningful improvements.
- A calm, structured and consistent approach to operational leadership.
Why this role?
This is a chance to take ownership of a sizeable customer-facing operation and make a visible difference to the performance of the team, the experience of customers and the way the wider business operates.
If you’re an ambitious contact centre leader who combines strong people leadership with operational rigour, customer obsession and a genuine appetite for improvement , we’d love to hear from you.
Apply now or contact us for a confidential conversation about the opportunity.
Locations
Contact Center Operations Manager in Hampshire, Portsmouth employer: Swoop Recruitment
Join a dynamic and innovative company that prioritises customer satisfaction and employee development. As a Contact Center Operations Manager, you'll benefit from a supportive work culture that encourages collaboration and continuous improvement, alongside competitive compensation and performance bonuses. With opportunities for personal growth and the chance to shape a high-performing team, this remote role offers a fulfilling career path in a forward-thinking environment.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Center Operations Manager in Hampshire, Portsmouth
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Swoop Recruitment. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Swoop Recruitment before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Contact Center Operations Manager in Hampshire, Portsmouth
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Swoop Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at Swoop Recruitment specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Swoop Recruitment!
How to prepare for a job interview at Swoop Recruitment
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
