Call Centre Manager
Knaresborough Up to £50,000 + Benefits Full-time | Maternity Cover
We are currently recruiting for an experienced Call Centre Team Leader to join a well-established and growing professional services organisation based in Knaresborough. This is a fantastic opportunity for a proven leader to take ownership of a high-performing team and drive operational excellence across the sales support function.
The Role
Reporting into the Managing Director, you will be responsible for leading the Sales Support function, ensuring a seamless, efficient, and customer-focused service across the business.
Key responsibilities include:
* Leading, coaching, and developing the Sales Support team to achieve KPIs and deliver outstanding service
* Managing day-to-day operations, driving efficiency and continuous improvement
* Reviewing and optimising processes to reduce rework and improve turnaround times
* Monitoring performance metrics and reporting into senior leadership
* Acting as a key liaison between sales, internal teams, and external lender partners
* Managing escalations and ensuring a high standard of customer experience
* Ensuring compliance with FCA regulations and internal policies
* Supporting business strategy and contributing to operational and process improvements
About You
* Proven experience in a senior sales support / operations leadership role
* Strong people management skills, with the ability to inspire and motivate teams
* Experience working within financial services (highly desirable)
* Strong understanding of operational processes, KPIs, and performance management
* Ability to manage multiple stakeholders and build strong relationships
* Commercially aware with a proactive, solutions-focused approach
* Experience working in a regulated environment (FCA knowledge advantageous)
Why Apply?
* Opportunity to lead and shape a key function within a growing business
* Work closely with senior leadership and influence strategy
* Supportive and collaborative team culture
* Competitive salary and benefits package
This role is available immediately, with interviews taking place shortly.