Overview
Senior Customer Contact Centre Manager at IAG Loyalty.
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Who we are We’re the people behind the global loyalty currency, Avios, and home to three ambitious, growing businesses; IAG Loyalty, British Airways Holidays and The Wine Flyer. Each business has its own goals and strategy, but collectively we create brilliant experiences for our global customers. We’re on a truly exciting journey of growth and transformation – we’re going places. This is where you come in.
The opportunity The Contact Centre is an award-winning operation with over 250 colleagues and is predominantly a homeworking operation. There is an office based in Warrington, UK. We have established hubs that have core focus areas from redemption, member servicing, fulfilment and new enterprise support. The Customer Contact Centre for IAG Loyalty is the Centre of Excellence for Loyalty services. It is predominantly a B2C organisational model with the goal of delivering an effortless and seamless customer experience when using our loyalty programme. Over the next few years, the priority is to transform our operating model for Colleagues and Customers to deliver the growth plans of our organisation.
Role purpose The Senior Contact Centre Manager is a senior leadership position responsible for driving the people strategy and performance of our multi-channel contact centre operations. Leading through a team of experienced department managers, you will set the standard for service excellence, operational efficiency, and customer satisfaction. You will inspire and develop high-performing managers, foster a culture of accountability and collaboration, and ensure the contact centre delivers an exceptional customer experience at every touchpoint. You will balance operational rigour with a passion for innovation, continuous improvement, and employee engagement. Reporting to the Head of Customer Contact, you will align the contact centre’s objectives with the wider organisational strategy to ensure customers receive consistent, efficient, and exceptional service that drives loyalty and long-term value.
Location and working pattern This role is based at our Warrington office. We operate a hybrid model called The Blend — you will be required to spend at least two days per week in the office, with the rest of the time working from home. You may also be required to work from other office or partner locations based on role needs.
What you’ll get up to
* Lead a high-calibre management team to deliver exceptional customer contact centre performance across an omnichannel environment, aligning operational excellence with strategic objectives.
* Establish and own strong digital channel performance plans that drive measurable improvements in customer experience and colleague productivity; set targets, monitor metrics, and lead initiatives to optimise digital channel adoption.
* Create and execute strategic plans that enable our Colleague community to excel as high-performing experts and advocates.
* Make people and operational decisions that drive overall performance and effectiveness of the contact centre, balancing customer experience, team capacity, and business objectives.
* Own the performance of the contact centre channels, ensuring targets for service quality, customer satisfaction, efficiency, and sales are consistently achieved.
* Monitor and analyse key performance metrics, identify trends, and lead continuous improvement initiatives across all contact centre operations.
* Translate customer or technology transformation plans into delivery for Customer Contact teams to train and execute changes to the customer or colleague experience.
* Embed strong people performance and change management ways of working to progress the Centre in line with the Customer Contact Strategy.
* Collaborate with the People Partner to embed a strong people plan that brings our Values to life and ensures colleagues are engaged, motivated and enabled to deliver their best work with high attraction and retention.
* Continuously seek to improve Customer Contact policies and procedures to meet customer, colleague and business needs.
* Apply best practice using external insights from a strong network.
What we need from you
* Proven large-scale call centre leadership experience within customer-centric, diverse, fast-moving organisations.
* Strong industry network informing best practice across the Contact Centre industry.
* Experience working in an omnichannel environment, supporting business and customer needs across existing and new channels.
* Minimum 3–5 years senior leadership experience with strong motivation, sales and organisational skills.
* Strong analytical, financial and budget management capabilities.
* Excellent interpersonal skills with the ability to influence across organisation levels.
* Excellent written and oral communication skills that inspire and excite colleagues.
We Might Not Be Right For You If
* You avoid making clear leadership and operational decisions; this role requires guiding, motivating, and challenging a senior management team to deliver exceptional results.
* You’re more comfortable with day-to-day management than setting and delivering long-term strategic direction across people, operations, and digital channels.
* You prefer stability over change; this role requires leading transformation and continuous improvement in a fast-moving environment.
* You’d rather focus on one channel or area; success here relies on balancing performance and customer experience across an omnichannel contact centre.
If you think you have what it takes but don’t meet every single point above, please do still apply. We’d love to chat and see if you could be a great fit.
Equity, Diversity and Inclusion at IAG Loyalty
Our vision, to create the world\'s most rewarding experiences, applies not only to our customers but for our colleagues too. Itʼs about belonging, fostering a culture where everyone feels welcomed and valued by embracing diverse identities, personal histories, and perspectives. This commitment makes IAG Loyalty a rewarding place to work and enhances our ability to solve problems, drive innovation, and better serve our customers and communities. Please let us know if we can make any reasonable adjustments to support your interview process with us.
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