Contact Centre Service Manager (People)
The closing date is 01 May 2026
Job summary
Local Care Direct is a non‑profit Social Enterprise operating across 24 hours a day, 7 days a week, 365 days a year, to provide various primary and urgent health care services across West Yorkshire.
We have an exciting new role available in our Bradley based Contact Centre for a Contact Centre Service Manager (People) to join the team. Your role will be to lead, motivate and develop Contact Centre colleagues, creating a high performing, inclusive and supportive working environment. The Contact Centre Service Manager (People) is accountable for day‑to‑day people management, including performance, capability, attendance, wellbeing and engagement, ensuring colleagues are equipped and empowered to deliver excellent service. The role has direct line management responsibility for Contact Centre Supervisors, providing coaching, development, performance oversight and support to build strong, effective leadership capability. Working closely with the Service Manager: Medical, the role contributes to delivering operational objectives, maintaining compliance with CQC and organisational standards, and embedding a positive culture that values continuous improvement and compassionate leadership.
Main duties of the job
* Provide visible, effective people leadership, creating a high performing, inclusive and supportive Contact Centre culture.
* Manage colleague performance, attendance, capability and conduct, ensuring issues are addressed promptly, fairly and in line with organisational policies.
* Develop and engage colleagues through regular 121s, PDRs, coaching and personal development planning.
* Ensure operational performance and productivity targets are achieved, maintaining high standards of quality and patient care.
* Embed a focus on wellbeing, engagement and retention, promoting a positive colleague experience and compassionate leadership.
* Maintain compliance with CQC, governance and organisational standards, ensuring safe, high‑quality service delivery at all times.
* Monitor quality and performance through audits and data analysis, taking corrective action where standards fall below expectations.
* Support workforce planning, recruitment, induction and training, ensuring teams are appropriately skilled and resourced.
* Drive continuous improvement and support change initiatives, engaging colleagues and adapting services to meet evolving demands.
* Communicate clearly and work collaboratively with the Service Manager: Medical, clinical and non‑clinical teams, and wider stakeholders.
About us
Nothing matters to us more than people – the way we treat our patients and the people who work for us, the way we do things and our commitment to keeping our promises are what we value most.
We do what we say we will do and we do it well – Local Care Direct is a Social Enterprise organisation providing a wide range of healthcare services in Yorkshire. We are a community‑owned organisation, independent from the NHS, and committed to putting patients first.
A few benefits of working for Local Care Direct are:
* NHS Pensions
* NHS Discounts (Blue light card)
* 25 days (pro‑rata) annual leave plus bank holidays, increasing by one day for each completed year of service, up to a maximum of 30 days
* Hybrid Working
* Comprehensive Staff Training programme
* Modern working environment with a positive atmosphere
* Health & Wellbeing group to support staff
* Supportive and Friendly team
* Annual Awards focused on raising money to support local charity
* Opportunity to build a clinical portfolio in face‑to‑face, ED Streaming, Walk‑in Centre, Urgent Treatment centre, home visiting and telephone/video consultation
Person Specification
Experience
Essential
* Demonstrable experience of managing employee performance, including setting objectives, monitoring outcomes, providing feedback and addressing underperformance through improvement plans and coaching.
* Proven experience of absence management, including managing short and long‑term sickness absence, conducting return‑to‑work meetings, and applying attendance management policies consistently and compassionately.
* Experience of leading and supporting colleagues through difficult or sensitive conversations, maintaining professionalism, fairness and empathy.
* Experience of supporting change management and resolving people‑related challenges during periods of organisational or operational change.
Desirable
* Managing shift‑based teams across a 24/7 period
Qualifications
Essential
* GCSE English & Maths at Grades A‑C / 6‑9 or equivalent
Desirable
* General Management Qualification
Knowledge
Essential
* Sound knowledge of people management principles, including performance management, absence management, conduct, capability and employee relations processes.
* Understanding of contact centre operations, including quality assurance, productivity measures, service levels and patient care standards.
* Knowledge of attendance management frameworks, wellbeing support and reasonable adjustments in the workplace.
Desirable
* Good understanding of HR policies, employment legislation and best practice, with the ability to apply these fairly and consistently in a managerial role.
Skills
Essential
* Strong people management and leadership skills, with the ability to motivate, engage and support colleagues to perform at their best.
* Strong decision‑making and problem‑solving skills, particularly in fast‑paced, operational environments.
* Ability to analyse performance and people data, using insight to identify trends, risks and improvement opportunities.
* Excellent organisation and prioritisation skills, managing competing demands while maintaining quality, compliance and service standards.
Desirable
* Strong conflict resolution and negotiation skills.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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