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...