Job Title: Contact Centre Manager
Location: Southampton
Hours: Monday – Friday (on-site), plus a minimum of 15 Saturdays per calendar year (with a day off in lieu)
Reports To: Head of Projects, IT & Contact Centre
Direct Reports: 12 Patient Support Advisors and 3 Senior Patient Support Advisors
About the Role
We are looking for an experienced Contact Centre Manager to lead and motivate our Southampton-based team. Reporting to the Head of Projects, IT & Contact Centre, you will oversee daily operations and drive performance across all customer channels, ensuring we deliver consistently excellent service and meet business objectives such as eye examination and full hearing assessment bookings.
This role calls for strong leadership, analytical insight, and a sound understanding of the Five9 CCaaS platform. While you won’t be required to configure the system yourself, you will need to understand its functionality to guide adoption, coach the team, and optimise performance.
Key Responsibilities
Operational Leadership
* Manage day-to-day contact centre activity across telephone, webchat, and email.
* Ensure performance targets are consistently achieved, including service levels, conversion rates, and call handling.
* Use insights from Five9 to support system adoption, scheduling, and reporting.
* Analyse performance data to identify trends and implement continuous improvement plans.
Team Management & Development
* Lead a team of 15+ advisors, including 3 Senior Patient Support Advisors.
* Deliver regular 1:1 meetings, mentoring, and personal development plans.
* Oversee recruitment, induction, and training, working closely with the People team.
* Plan efficient rotas at least six weeks in advance, managing leave and cover requirements.
Customer Service & Escalations
* Take ownership of the complaints process, ensuring all issues are logged, monitored, and resolved within agreed service levels.
* Manage escalated queries effectively, ensuring customer concerns are fully addressed.
* Champion initiatives that improve first contact resolution, customer satisfaction, and conversion.
Quality Assurance & Call Monitoring
* Implement and manage quality assurance processes using EvaluAgent, including call monitoring, scorecards, and calibration sessions.
* Ensure consistent coaching and feedback is provided to all team members.
* Align quality metrics with wider business goals such as FCR, CSAT, and booking conversion.
* Work with Learning & Development teams to adapt training based on EvaluAgent insights.
Reporting & Stakeholder Management
* Present results, trends, and recommendations to senior management.
* Build strong relationships with colleagues across Operations, Clinical Services, IT, and People teams to ensure alignment.
About You
To be successful in this role, you will have:
* A minimum of 5 years’ experience in a contact centre, including at least 2 years in management.
* Solid knowledge of cloud-based contact centre platforms (Five9 experience preferred).
* A proven track record in coaching, performance management, and people development.
* Strong analytical and problem-solving skills, with the ability to use data to inform decisions.
* Experience in workforce planning and rota management.
* Excellent communication and stakeholder management skills.
* Confidence in managing escalations, complaints, and service improvements.
* A degree (or equivalent qualification) in Business, Management, or a related subject.