At a Glance
- Tasks: Lead a large-scale insurance contact centre and drive operational excellence.
- Company: Dynamic company focused on diversity and inclusion in the workplace.
- Benefits: Competitive daily rate, hybrid working options, and impactful work.
- Other info: Join a movement dedicated to social responsibility and equity.
- Why this job: Make a real difference in transforming contact centre operations for the future.
- Qualifications: Proven leadership in contact centres, especially in insurance or financial services.
Duration: 6-12 Months
Rate: £650-£750 per day (Inside IR35 via umbrella)
Location: West Midlands - Hybrid working options available (Candidates UK wide can be considered)
We are seeking an accomplished UK based Contact Centre Operations Manager, to lead a large-scale Insurance contact centre while progressing the next phase of a Target Operating Model (TOM). This role combines hands-on operational leadership with TOM delivery, supporting both day-to-day performance and transformation.
Key experience required:
- Senior Contact Centre Operations leadership within Insurance or Financial Services - ESSENTIAL
- Management of large, multi-channel contact centres (250+ FTE)
- Proven delivery of Financial Services Contact Centre Target Operating Models, including:
- People strategy and org design
- Governance, controls, and MI frameworks
- Hybrid working models
- Continuous improvement and change
- Strong track record driving productivity through digital, automation, and AI
- Ownership of large operational budgets (£10m+)
- Proven delivery of strong customer outcomes and operational targets
This is a high-impact interim role, for a credible contact centre leader, who can stabilise operations and deliver a future-ready operating model.
If your profile demonstrates strong and recent experience in the above areas - please submit your application to Jackie Dean at TXP for consideration.
TXP takes great pride in representing socially responsible clients who not only prioritise diversity and inclusion but also actively combat social inequality. Together, we have the power to make a profound impact on fostering a more equitable and inclusive society. By working with us, you become part of a movement dedicated to promoting a diverse and inclusive workforce.
Contact Centre Operations Manager (Insurance, TOM, Digital) employer: TXP
As a leading employer in the insurance sector, we offer a dynamic work environment that champions innovation and operational excellence. Our hybrid working model provides flexibility, while our commitment to diversity and inclusion ensures that every employee feels valued and empowered. With a focus on professional growth and a strong track record of delivering impactful results, joining our team means being part of a transformative journey in the contact centre landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Operations Manager (Insurance, TOM, Digital)
✨Tip Number 1
Network like a pro! Reach out to your connections in the insurance and financial services sectors. Attend industry events or webinars, and don’t be shy about introducing yourself. We all know that sometimes it’s not just what you know, but who you know!
✨Tip Number 2
Prepare for those interviews by researching the company’s current operations and challenges. Show them you’re not just another candidate; you’re someone who understands their needs and can lead them through transformation. We want you to shine!
✨Tip Number 3
Practice your pitch! You’ll want to clearly articulate your experience with managing large contact centres and delivering TOMs. We suggest rehearsing with a friend or in front of a mirror until you feel confident and natural.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take the initiative to connect directly with us. Let’s get you that role!
We think you need these skills to ace Contact Centre Operations Manager (Insurance, TOM, Digital)
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Contact Centre Operations Manager role. Highlight your experience in managing large-scale contact centres and any specific achievements in the insurance or financial services sectors. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Mention your hands-on leadership style and how you've successfully implemented Target Operating Models in the past. Let us know how you can help us drive productivity and improve customer outcomes.
Showcase Your Achievements:When detailing your experience, focus on quantifiable achievements. Did you manage a budget of over £10m? How did you improve operational targets? We love numbers and results, so make sure to include them to grab our attention!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it shows you're keen to join our team at StudySmarter!
How to prepare for a job interview at TXP
✨Know Your Numbers
Make sure you’re familiar with key metrics related to contact centre operations, especially in the insurance sector. Be ready to discuss how you've managed large operational budgets and driven productivity through digital solutions.
✨Showcase Your Leadership Style
Prepare to talk about your hands-on leadership experience. Think of specific examples where you’ve led teams through change or implemented a Target Operating Model (TOM). Highlight your approach to people strategy and organisational design.
✨Emphasise Continuous Improvement
Be ready to discuss how you've driven continuous improvement in previous roles. Share examples of how you've used automation and AI to enhance customer outcomes and operational efficiency.
✨Understand Hybrid Working Models
Since this role involves hybrid working, be prepared to discuss your experience managing multi-channel contact centres. Talk about how you’ve successfully navigated remote and in-office team dynamics to maintain performance.
