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Contact Centre Manager – £50k

Location: Welwyn Garden City (fully office-based)

Salary: £0,000 per annum + excellent benefits

Contract: Full Time, Permanent

The Opportunity

We’re proud to be supporting an award-winning, industry leader in their search for a Contact Centre Manager to lead their multi-channel operation. Known for their outstanding reputation and market-leading customer service, they’re looking for a driven and strategic leader to continue raising standards across inbound, outbound, and email channels.

This is a career-defining role for someone who thrives on people leadership, strategic planning, and delivering premium customer experiences.

The Role

As Contact Centre Manager, you’ll lead, coach, and develop a team of advisors with the support of Team Leaders, ensuring the delivery of consistently exceptional service. You’ll be responsible not only for maintaining high performance and quality standards, but also for shaping the strategy of the contact centre, identifying opportunities for improvement, and introducing ideas that drive growth.

Key responsibilities include:

• Leading, coaching, and developing advisors with the support of Team Leaders
• Monitoring and improving quality standards across all customer interactions, ensuring every touchpoint reflects a premium customer journey
• Using data and insight to guide strategic decision-making, highlight trends, and spot opportunities
• Identifying growth opportunities for the business, including ways to increase revenue and enhance customer loyalty
• Owning performance metrics across service levels, conversion, and productivity
• Streamlining workflows, scripts, and processes to improve efficiency and customer satisfaction
• Contributing to workforce planning, resourcing, and operational strategy
• Partnering with senior leadership to align customer contact with wider business objectives
• Driving continuous improvement and embedding a performance-focused culture that supports commercial growth

About You

You’ll be a confident, tenacious leader who combines strong operational knowledge with the ability to think strategically. With proven success managing contact centres or large customer service teams, you’ll bring a coaching-first mindset, commercial awareness, and the ability to inspire high-performing teams.

You will need:

• Proven experience managing a contact centre or large customer service/sales team
• Strong background in coaching, development, and upskilling teams
• Experience monitoring quality and raising standards of performance
• Commercially minded with the ability to identify improvements and revenue opportunities
• Strategic thinker with experience influencing business direction
• Data-driven approach with strong decision-making and problem-solving skills
• Fully office-based in Welwyn Garden City (not hybrid or remote)

Why Join This Team?

As an award-winning organisation, this company combines outstanding customer service with a reputation for excellence. As Contact Centre Manager, you’ll play a pivotal role in shaping the future of the function, delivering strategic improvements, and driving results across a multi-channel operation.

• Competitive salary of £50,000
< >25 days holiday plus bank holidays
• Career progression and professional development opportunities
• The chance to make a strategic impact at an award-winning, industry-leading organisation

This vacancy is being advertised by SRM Recruitment – Welwyn Garden City office .

If you are interested in this role or are looking for a similar opportunity, please contact Senior Consultant Lizzie Burgess directly for a confidential discussion.

Our Welwyn Garden City team specialise in permanent, temporary, and contract recruitment across Accountancy & Finance, Human Resources, Marketing & Creative, Office Support, and Procurement & Supply Chain, helping candidates find the right role for their skills and career ambitions.

Brook Street is working with a client that is seeking a Contact Centre Advisor on a Full-Time, 12 Month Contract basis. This is a fully-office-based role Mon-Fri 8-5 highly likely to become permanent.

Main duties:

• To take inbound calls and arrange bookings.
• To make occasional outbound calls as required.
• To upsell where possible.
• To assist with exceptional customer service.

Knowledge, skills, abilities a.

WHJS1_UKTJ

Head of Contact Centres

Who we are

Integrated Care 24 (IC24) is a leading not-for-profit Social Enterprise, providing innovative and patient-focused urgent care services. We are driven by our mission to deliver exceptional care to the communities we serve while supporting the wellbeing and development of our colleagues. As a Social Enterprise, we reinvest into our people and services, enabling us to make a real difference across the health and care landscape.

We are passionate about delivering high-quality, inclusive care that supports better patient outcomes and experiences. Through strong partnerships, innovative technology, and a commitment to our values - Innovation, Care, Respect and Excellence - we’re helping to shape a more integrated, responsive healthcare system.

The Role

We’re looking for a dynamic and strategic Head of Contact Centres to lead the operational delivery of our virtual contact centre services, including NHS 111 and other non-face-to-face care navigation functions.

Reporting to the Deputy Divisional Director of Integrated Urgent Care (IUC), this is a key leadership role responsible for managing a large, dispersed workforce operating both remotely and across multiple sites. You’ll provide both strategic direction and hands-on operational leadership to teams delivering vital 111 services, clinical advice, call handling, and clinical validation.

You will champion performance, quality and colleague experience across our contact centre model - ensuring we meet regulatory, contractual and digital standards. You’ll also build strong relationships with system partners and internal stakeholders to support seamless, integrated service delivery.

Above all, you’ll foster a culture of professionalism, inclusion, and continuous improvement - creating a place where people feel empowered, supported and inspired to deliver exceptional care.

What you’ll need

To succeed in this role, you’ll need to bring:

• Proven leadership experience within a large-scale contact centre
• Experience managing dispersed, multi-site or remote teams at scale
• A strong track record of delivering operational performance and quality outcomes
• Excellent stakeholder engagement skills, including working with commissioners, regulators and partner organisations
• Strategic thinking, with the ability to lead change and continuous improvement
• A passion for people – developing and supporting colleagues, promoting wellbeing and driving inclusion
• Confidence in working with data, technology and digital systems to drive decision-making and improvements
• Knowledge of NHS 111, IUC or similar urgent care services would be a plus but not required

What you’ll get

• Up to £60,000 basic salary (DOE)
• Generous Annual Leave entitlement (increasing with service)
• Learning & development opportunities to support your career journey
• Access to our health and wellbeing initiatives, including free 24/7 counselling support
• NHS Blue Light Discount Card
• Colleague recognition and reward schemes
• Access to NHS pension scheme or company pension
• The opportunity to make a real impact within a growing Social Enterprise

We believe that inclusion and belonging are fundamental to excellence at IC24. We’re committed to building an environment where every colleague - regardless of background, ability or identity - is empowered, respected, and feels they belong. Our Colleague Resource Groups (CRGs) - including Gender Equality, Cultural Inclusion4All, LGBTQ+Friends, and Disability Confident - are integral to this mission. We encourage applications from under‑represented groups and welcome requests for reasonable adjustments during the recruitment process.

If you’d like to find our more information – please contact our Recruitment Partner Lucy on

• Develop and implement strategic operational plans to achieve business goals.
• Oversee daily operations, ensuring efficiency and effectiveness.
• Lead and mentor operations teams, fostering a high-performance culture.
• Drive continuous improvement initiatives using methodologies like Lean or Six Sigma.
• Manage operational budgets and resources effectively.
• Ensure compliance with all relevant regulations and standards.
• Collaborate with other departments to align operational strategies.
• Identify and implement process improvements and technological solutions.
• Monitor key operational metrics and report on performance to senior leadership.

• Bachelor's degree in Business Administration, Operations Management, or a related field.
• 10+ years of progressive experience in operations management.
• Proven track record of leading successful operational improvements and strategic initiatives.
• Strong understanding of supply chain, logistics, and process optimisation.
• Excellent leadership, communication, and interpersonal skills.
• Experience with financial management and budget control.
• Proficiency in relevant operational software and analytics tools.

• Develop, implement, and manage operational strategies and processes to drive business growth and efficiency.
• Oversee daily operations, ensuring smooth workflow and optimal resource allocation across various departments.
• Lead, mentor, and develop a team of operational managers and staff, fostering a high-performance culture.
• Analyse operational data and performance metrics to identify areas for improvement and implement corrective actions.
• Develop and manage operational budgets, ensuring cost-effectiveness and financial targets are met.
• Implement and maintain quality standards and best practices across all operational functions.
• Collaborate with other department heads to align operational activities with overall business objectives.
• Manage vendor relationships and supply chain logistics to ensure seamless operations.
• Ensure compliance with all relevant regulations, policies, and procedures.
• Drive continuous improvement initiatives, identifying opportunities for innovation and efficiency gains.
• Develop and manage key performance indicators (KPIs) for operational effectiveness.
• Prepare regular reports on operational performance for senior management.

• Bachelor's or Master's degree in Business Administration, Operations Management, or a related field.
• Significant experience in a senior management or leadership role within operations.
• Proven track record of successfully managing and improving business operations.
• Strong understanding of operational processes, supply chain management, and project management principles.
• Excellent leadership, team management, and interpersonal skills.
• Strong analytical, problem-solving, and decision-making abilities.
• Proficiency in relevant business software and operational management tools.
• Excellent communication and presentation skills.
• Ability to develop and implement strategic plans.
• Experience in performance management and driving continuous improvement.