Call Centre Manager

Contact Centre Manager / CX Manager

Salisbury

£50,000

The Role

This is a fantastic opportunity to lead a contact centre operation of around 50 advisors, driving performance, shaping customer experience, and embedding a culture of continuous improvement.

You’ll lead a team of Team Leaders, alongside Quality and Project functions, ensuring consistent delivery of excellent service and operational performance.

What You’ll Be Doing

• Lead, coach, and develop Team Leaders and their teams
• Own and deliver key KPIs (SLAs, CSAT, quality, productivity)
• Drive a best-in-class customer experience across all touchpoints
• Lead continuous improvement initiatives to enhance efficiency and outcomes
• Oversee forecasting and workforce planning
• Build a strong coaching culture and develop future leaders
• Work cross-functionally to improve processes and customer outcomes

What We’re Looking For

• Proven contact centre leadership experience (40–100 FTE)
• Strong people leadership across multi-layered teams
• Track record of delivering and improving KPIs
• Experience in customer experience, coaching, continuous improvement, and operational performance
• Strong analytical and data-driven approach
• Experience in forecasting and resource planning

Why Join Us?

• Competitive salary
• 23 days holiday + bank holidays
• Extra days off for your birthday and Christmas
• Volunteering days
• Company pension scheme
• Health cash plan & eye care vouchers
• Employee Assistance Programme (EAP)
• Colleague referral and business introduction bonuses
• Social events and team activities
• Access to staff discounts platform
• Professional development pathways and CPD support
• Wellbeing initiatives including mental health support

Apply Now

If you’re a passionate leader who thrives on improving performance, developing people, and delivering exceptional customer experiences, we’d love to hear from you.

…