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.