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. 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. This role demands a leader who can inspire and develop high-performing managers, foster a culture of accountability and collaboration, and ensure the contact centre is delivering an exceptional customer experience at every touchpoint. You will be the champion of both people and performance — balancing operational rigour with a passion for innovation, continuous improvement, and employee engagement. Reporting to the the Head of Customer Contact, you will play a pivotal role in aligning the contact centre’s objectives with the wider organisational strategy, ensuring our customers receive consistent, efficient, and exceptional service that drives loyalty and long-term value. This role is based out of our Warrington office. We call our approach to hybrid working The Blend — it’s about giving you the flexibility to choose where you do your best work, while staying connected with your team and the wider business. This means 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 one of our other office or partner locations, based on your role and 'to do' list. What you’ll get up to Lead a high-calibre management team to deliver exceptional customer contact centre performances, aligning operational excellence with strategic objectives across an omnichannel environment Establish and own strong digital channel performance plans that drive measurable improvements in customer experience and colleague productivity. Set clear targets, monitor key metrics, and lead initiatives that optimise digital channel adoption. Create and execute strong strategic plans that enables our Colleague community to excel in their role as high performing experts and advocates Make people and operational decisions that drive the 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 operational targets for service quality, customer satisfaction, efficiency, and sales targets are consistently achieved. Monitor and analyse key performance metrics, identify performance trends, and lead initiatives that drive continuous improvement in service delivery, cost-effectiveness, and customer outcomes across all contact centre operations. Transition customer or technology transformation plans into delivery for Customer Contact teams to be trained and execute changes to the customer or colleague experience Embed strong people performance and change management ways of working that will help our Centre progress in line with our Customer Contact Strategy Work closely with your People Partner to embed a strong people plan that brings to life our Values and ensures that Colleagues, at all levels, are engaged, motivated and enabled to deliver their best work leading to high attraction and retention rates Continuously seek to improve Customer Contact policies and procedures to ensure they met the demands of our Customers, Colleagues and Business Apply best practice using external insight from a strong network What we need from you Proven large scale call centre leadership experience within Customer centric, diverse, fast moving and forward focused Companies Strong industry network informing best practice being used across the Contact Centre industry. Evidenced experience of working within an omni-channel environment, supporting business and customer needs across existing and new contact channels Minimum of 3-5 years senior leadership experience with outstanding motivation, sales and organisational skills Strong analytical skills together with sound financial and budget management experience Excellent interpersonal skills with the ability to influence across organisation levels Excellent written and oral communication skills that will inspire and excite Colleagues to do their best work We might not be right for you if: You avoid making clear leadership and operational decisions - this role calls for confidently guiding, motivating, and challenging a highly experienced 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, embedding new ways of working, and driving 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. It's about taking belonging seriously, actively 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 complex 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.