Contacts Team Manager (Fixed-term for 6 months)
The Contacts Team Manager will ensure that all written billing contacts are investigated, case-managed and responded to on a daily basis in accordance with DG6 service level agreements and other regulatory targets.
Please refer to the Candidate Brief below for further details of role responsibilities.
Candidates MUST be able to demonstrate in their application and where necessary at interview that they meet the following, essential criteria:
ESSENTIAL CRITERIA
1. Have a 3rd Level Qualification (HND/HNC/Degree) and a minimum of 2 years' experience in a Contacts Team Management Role, or equivalent in a Contacts Team Supervisory Role, within a regulated, target-focused environment - with an understanding of the key tasks involved in managing the performance of teams and individuals.
OR
Have a minimum of 4 years' experience in a Contacts Team Management role, or equivalent in a Contacts Team Supervisory role, within a regulated, target-focused environment - with an understanding of the key tasks involved in managing the performance of teams and individuals.
And
2. Practical experience of providing policy interpretation and guidance to resolve escalated or complex customer contacts within a large-scale organisation.
3. Experience of contribution to the development of new or improved processes with regards to customer service and contact handling.
4. Competent in MS Office applications, including Excel & Word with experience of interpreting customer contact data and trend analysis and producing & presenting reports to Senior Management
5. Highly proficient in interrogating and administering Customer Relationship Management/Billing systems
What is on Offer
Salary
This Band 5 role offers a competitive remuneration package with a salary scale of £35,354 to £47,138 per annum (pay award pending).
Location
Westland, 40 Old Westland Road, Belfast, BT14 6TE.
What we Offer
* Generous annual leave and public/privilege holidays
* Flexible working and family friendly policies
* Hybrid Working (applicable to some of our roles after three months following onboarding and training)
* Occupational sick pay
* Employee assistance programmes
* Cycle to work scheme
* One of the largest corporate volunteering schemes in NI
* Award winning health and wellbeing programme which focuses on supporting four key area of employee health; Physical, Mental, Social and Financial
How to Apply
To submit your application, please click the APPLY icon.
For additional information about the role please download a Candidate Brief below.
Closing date for submission of Applications: Monday 13th April 2026 at 10.00am
Interview dates (week commencing): Monday 20 th April 2026