Role: Contact Centre Manager – INTERNAL ONLY
Location: Bedford College – Cauldwell Street Campus
Salary/Benefits: Salary is between £41,086 and £47,971 per annum DOE and Qualifications, 27 days annual leave plus Bank holidays, People’s pension, Retail and Leisure Discounts, excellent professional and personal development opportunities, accessing college courses.
Hours: 37 hours per week
Contract Type: Fixed Term – Full Time – Fixed until 09 October 2026
This is a UK based contract, and you are required to have the Right to Work in the UK. Unfortunately, we’re unable to offer sponsorship and any offer of employment will be subject to evidence of your Right to Work in the UK.
About the role:
We are currently seeking a Contact Centre Manager to join our Customer Contact and Admissions department at The Bedford College Group.
As a Contact Centre Manager, you play an important role in the success of our students through:
1. Customer Contact Centre Leadership – Lead and manage the Group’s Contact Centre, ensuring a high‑quality information, advice and guidance service that meets customer service standards, KPIs and recruitment/conversion targets.
2. Team Management, Quality & Compliance – Recruit, train, motivate and performance‑manage staff; ensure accurate enquiry handling, GDPR compliance, consistent procedures and outstanding customer service across all channels.
3. CRM Oversight & Data Integrity – Oversee development, maintenance and data quality of the Group’s CRM system, provide training, ensure system accuracy, manage data audits and support integration with MIS and automated communication processes.
4. Reporting, Analysis & Service Improvement – Produce weekly/monthly performance reports, analyse enquiry trends, lead Power BI reporting development, create dashboards, and drive continuous improvements to enhance conversion and customer experience.
5. Cross‑College Support & Representation– Act as lead for enquiries and admissions when required, collaborate with marketing and academic teams, support events such as Enrolment and Open Days, and uphold safeguarding, EDI, health & safety and training responsibilities.
About you:
6. Qualifications & Professional Development – GCSE Maths and English (A*–C or equivalent), management qualification, Level 4 IAG (or willingness to complete), with evidence of continuous professional development.
7. Leadership, CRM & Service Delivery – Experienced in managing teams to achieve targets, delivering impactful customer services, improving service design, and using CRM systems to drive performance and data quality.
8. Training, Communication & Stakeholder Engagement – Skilled in training individuals and teams, presenting complex information clearly, analysing and presenting data, and communicating confidently with diverse stakeholders across multiple channels.
9. Organisation, Project Management & Professionalism – Strong organisational and IT skills, able to manage resources during peak demand, work under pressure with attention to detail, deliver projects successfully, and maintain professional behaviour and appearance.
10. Values, Safeguarding & Flexibility – Committed to equality, diversity, GDPR compliance, safeguarding, and maintaining appropriate boundaries, with flexibility to work evenings/weekends and travel independently across campuses and events.
For a more detailed breakdown of the job role and the requirements, please see the Job Description attached to this vacancy.
Interviews to be held: TBC
Successful candidates must also be able to demonstrate alignment to our organisational VISION values:
11. Valuing Teamwork - We are one team who by working together can achieve great things, respecting the opinion and valuing the contribution each of us makes.
12. Improving Continuously - We challenge ourselves to always do better by trying new things, sharing knowledge, reflecting on practice and learning from others.
13. Student Centred - At our heart is always doing what is best for our students. We consider students in all of our decision making to create positive outcomes and memorable experiences for every student.
14. Inclusive - We celebrate differences and diversity, recognising that we can learn from each other.
15. Open and Caring - We care about the wellbeing of our staff, our students, our community and wider society, creating an environment built on trust where we listen, engage with and support each other.
16. Nurturing Education Excellence - We promote educational excellence by delivering programmes that challenge our students to achieve their ambitions.
About The Bedford College Group
The Bedford College Group was formed in 2017 following the merger of Bedford College and Tresham College and is now the largest provider of education in the South East Midlands, with over 15,000 students passing through our doors each year.
Today, the Group is made up of a family of colleges across Bedfordshire and Northamptonshire: Bedford College, Central Bedfordshire College and Tresham College in the towns of Bedford, Dunstable, Leighton Buzzard, Corby, Kettering and Wellingborough; Shuttleworth College, a specialist land-based college; The Bedford Sixth Form, (the only dedicated sixth form in Bedford); The Corby Sixth Form, (opened in September 2023); and the National College for Motorsport alongside Silverstone race circuit. To widen accessibility to education and training, the Group also has community-based Learning Centres in Bedford, Corby and Kettering which offer IT training.
Safeguarding our Students
The Bedford College Group is committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment. The successful candidate will be subject to thorough vetting process which includes, an enhanced DBS check and satisfactory references.
This post is exempt from the Rehabilitation of Offenders Act 1974. The Rehabilitation of Offenders Act 1974 and the Exceptions Order 1975, provides information about which convictions must be declared during job applications and related exceptions and further information about filtering offences can be found in the DBS filtering guide. The Bedford College Group's policy on Employment of Ex-Offenders is attached to this vacancy.
Candidates who are barred from working with children are reminded it is a criminal offence to apply for this post.