Team Manager – Contact Centre

About Aptia

Aptia is a leading professional services firm specializing in pensions, health, and insurance solutions. With offices in the US, UK, India, and Portugal, we support more than 1,100 clients and over six million people.

Job Description

We are hiring an experienced Contact Centre Manager for our First Contact Team (FCT) in Edinburgh. This hybrid role focuses on delivering exceptional service, ensuring regulatory compliance, and driving operational excellence.

What You’ll Be Doing

• Lead, coach, and develop a team of contact centre agents, driving performance through 1:1s, feedback, and capability plans.
• Own operational delivery, ensuring service levels (SLAs), call handling metrics, and first-contact resolution targets are met.
• Monitor and improve performance using data and KPIs to identify trends and implement corrective actions.
• Champion compliance with FCA Consumer Duty, data protection, and other regulatory requirements.
• Drive change and continuous improvement, supporting adoption of new processes, technologies, and ways of working.
• Enhance team engagement and wellbeing, managing absence, retention, and recognition.
• Lead recruitment and talent development, identifying high-potential individuals and supporting career progression.

What You’ll Bring

• Proven contact centre leadership experience, ideally in financial services or pensions.
• Strong people‑management and coaching skills with a passion for developing others.
• Solid understanding of regulatory and compliance frameworks (e.g., FCA, Consumer Duty, data protection).
• Experience managing performance metrics, SLAs, and operational KPIs.
• Ability to lead through change and transformation in a fast‑paced environment.
• Excellent communication and stakeholder‑management skills.

Key Skills & Experience

• Quality assurance and call monitoring expertise.
• Performance reporting and data analysis.
• Workforce planning and scheduling tools.
• Telephony and contact centre systems.
• Strong working knowledge of MS Office (especially Excel and PowerPoint).

Equal Opportunity Statement

Aptia is an equal‑opportunity employer and is committed to creating a diverse, inclusive, and equitable work environment for all employees.

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