Contact Centre Manager / CX Manager
Salisbury
£50,000 & Benefits
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 supportDisclaimer
CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting your CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, and all telephone calls may be recorded for training and auditing purposes, your personal data will be held on our secure internal CRM system indefinitely. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 10 years inactivity your CV will be deleted permanently from our database.
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