We have a new opportunity for an experienced Contact Centre Manager to join our First Contact Team (FCT), ensuring exceptional service delivery and positive outcomes for pension scheme members.
This is a high-impact role where you’ll drive operational excellence, coach and develop a team of advisors, and ensure all interactions meet strict regulatory standards. You’ll play a key role in shaping performance, enhancing capability, and embedding a culture of compliance and continuous improvement.
This is a hybrid working position aligned to our offices in Edinburgh.
What You’ll Be Doing
- Lead, coach, and develop a team of contact centre agents, driving performance through regular 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, ensuring adherence to regulatory requirements including FCA Consumer Duty and data protection standards
- Drive change and continuous improvement, supporting the adoption of new processes, technologies, and ways of working
- Enhance team engagement and wellbeing, fostering a positive culture and 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 within a financial services or pensions environment
- 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 KPIsAbility 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)
This is a great opportunity to take on a management role in a critical, customer-facing function.
You will be part of a collaborative team, and will shape the future of service delivery and customer experience.
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