46,054 Call Center Management jobs in the United Kingdom

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

About the job you’re considering

Our Solution Architects bring a mix of technical skills, industry insight, business acumen and leadership. They shape and define solution architectures for our clients which are used to lead the delivery, define project plans, manage the detailed design, inform technical risk analysis and support estimation. Our Contact Centre architects are specialists in Dynamics 365 Contact Center, with a strong understanding of an AI-first approach and the extensibility of AI agents via Copilot.

They work with a client from the earliest stages of a project (potentially in a presales capacity) through to delivery and ‘go live’. And they ensure solutions are secure, can scale and are fit for purpose, using their knowledge of the wider Microsoft technology stack.

We put a lot of time and effort into the Microsoft community; we invest in doing things right and have plenty to say on the subject. We are active on social media, conferences and at user groups where we are regularly carrying out talks or organising the groups.

You will join a community of over 150 people that deliver some of the biggest and most exciting IT programmes, all built on Microsoft technology across Power Platform and Dynamics 365. Join a team that is delivering projects with a positive social impact at the forefront of technology trends with a comprehensive delivery methodology and technical accelerators. You’ll be working with people ranging in experience, from early and emerging talent to specialists. With training and development support all the way through your career and clients across multiple industries (Retail, Utilities, Manufacturing, Transport and Health) you’ll never have a dull moment or find yourself short of challenges!

You can bring your whole self to work. At Capgemini building an inclusive future is part of everyday life and will be part of your working reality. We have built a representative and welcoming environment, for everyone.

Hybrid working:  The places that you work from day to day will vary according to your role, your needs, and those of the business; it will be a blend of Company offices, client sites, and your home; noting that you will be unable to work at home 100% of the time.

If you are successfully offered this position, you will go through a series of pre-employment checks, including:
identity, nationality (single or dual) or immigration status, employment history going back 3 continuous years, and unspent criminal record check (known as Disclosure and Barring Service)

Your role

• Oversee and shape user needs gathering to ensure technical fit, helping inform the wider architecture of the solution to meet client objectives and goals as well as user needs.
• Own the high level and low-level solution design of end-to-end Microsoft Dynamics 365 projects.
• Design solutions with focus on security, accessibility and performance to ensure safety and scalability.
• Design the integration architecture and interfaces required using the full capabilities of the Microsoft technology stack.
• Be a key person interacting with client stakeholders, building relationships and customer trust in the capabilities of Dynamics 365 and the Power Platform and demonstrate the art of the possible that inspires clients and colleagues to deliver the best technical solution possible.

Your skills and experience

• Experience delivering Dynamics 365 Contact Center solutions, with a background specialising in Dynamics 365 Customer Service.
• Energy and excitement about the technologies and capabilities provided by Dynamics 365 and the Power Platform. The out of the box capabilities and limitations. As well as a wider understanding of the Microsoft technology stack, including but not limited to Azure and SharePoint.
• Knowledge of software engineering best practices as well as Microsoft Dynamics CRM SDK, C#, Visual Studio and Team Foundation Server.
• Full implementation lifecycle experience of CRM based programmes within Microsoft Dynamics 365 and the Power Platform.
• Experience with Continuous Integration (CI) and Continuous Delivery (CD), ideally using Azure DevOps.
• A passion for delivering according to an agile methodology, planning projects and releases in sprints and writing Epics, Features and User Stories.
• You enjoy using your consulting skills:
  • You form strong and lasting relationships with clients and colleagues.
  • You have an ability to clearly articulate and present your ideas and solutions in line with the capabilities of Microsoft Dynamics 365 and the Power Platform.
  • Flexible attitude, critical thinking and the ability to engage with stakeholders at every level – from c-suite to end user.
  • You can successfully translate business and customer needs into a great digital customer experience.
• A desire to continually develop your knowledge of new functionality in the Microsoft technology stack, knowing what the future holds and how it can benefit our customers.
• Recent Microsoft certifications are advised.

Your security clearance

To be successfully appointed to this role, it is a requirement to obtain Security Check (SC) clearance. 
To obtain SC clearance, the successful applicant must have resided continuously within the United Kingdom for the last 5 years, along with other criteria and requirements.
Throughout the recruitment process, you will be asked questions about your security clearance eligibility such as, but not limited to, country of residence and nationality. Some posts are restricted to sole UK Nationals for security reasons; therefore, you may be asked about your citizenship in the application process.

What does ‘Get the Future You Want’ mean for you?

You will be encouraged to have a positive work-life balance. Our hybrid-first way of working means we embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people. All UK employees are eligible to request flexible working arrangements.
You will be joining one of the World’s Most Ethical Companies®, as recognised by Ethisphere® for 12 consecutive years. We live our values by making ethical business choices every day. Working ethically is at the centre of our culture at Capgemini, meaning you will be helping to create a future we can all be proud of.
Capgemini. Get The Future You Want.

Why you should consider Capgemini

Growing clients’ businesses while building a more sustainable, more inclusive future is a tough ask. When you join Capgemini, you’ll join a thriving company and become part of a collective of free-thinkers, entrepreneurs and industry experts. We find new ways technology can help us reimagine what’s possible. It’s why, together, we seek opportunities that will transform the world’s leading businesses, and it’s how you’ll gain the experiences and connections you need to shape your future. By learning from each other every day, sharing knowledge, and always pushing yourself to do better, you’ll build the skills you want. You’ll use your skills to help our clients leverage technology to innovate and grow their business. So, it might not always be easy, but making the world a better place rarely is.

About Capgemini

Capgemini is a global business and technology transformation partner, helping organisations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. 
It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fuelled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2024 global revenues of €22.1 billion. 
Get The Future You Want | 

• Develop, implement, and refine operational strategies and procedures to enhance efficiency and productivity across the organization.
• Oversee and manage day-to-day operations, ensuring alignment with company goals and objectives.
• Lead and mentor a team of operations professionals in a remote work environment, fostering a culture of collaboration and high performance.
• Implement and manage key performance indicators (KPIs) to track operational effectiveness and identify areas for improvement.
• Drive continuous improvement initiatives, utilising methodologies such as Lean and Six Sigma.
• Manage budgets, resource allocation, and vendor relationships to optimize operational costs.
• Ensure compliance with relevant industry regulations and company policies.
• Develop and maintain strong relationships with internal stakeholders and external partners.
• Analyse operational data to identify trends, risks, and opportunities for strategic development.
• Lead cross-functional projects aimed at improving operational workflows and service delivery.

• Master's degree in Business Administration, Operations Management, or a related field.
• 10+ years of progressive experience in operations management, with a significant track record of success in driving operational improvements.
• Demonstrated experience in leading and managing remote teams effectively.
• Strong understanding of operational excellence principles, Lean management, Six Sigma, or other continuous improvement methodologies.
• Exceptional strategic planning, analytical, and problem-solving skills.
• Proven ability to manage budgets, resources, and complex projects.
• Excellent leadership, communication, and interpersonal skills, with the ability to influence stakeholders at all levels.
• Proficiency in project management software and ERP systems.
• Experience in scaling operations within a growing company.
• Must be eligible to work in the UK.

• Develop and implement effective operational strategies and procedures.
• Oversee daily operations to ensure efficiency, quality, and timely delivery.
• Manage operational budgets and control costs effectively.
• Drive process improvement initiatives to optimize workflows and productivity.
• Ensure adherence to quality standards and regulatory compliance.
• Lead, mentor, and develop a high-performing operations team.
• Collaborate with other departments to align operational goals with business objectives.
• Manage supply chain and logistics operations.
• Implement and monitor key performance indicators (KPIs) for operational success.
• Identify and resolve operational challenges and risks.

• Bachelor's degree in Business Administration, Operations Management, Engineering, or a related field.
• Minimum of 7 years of experience in operations management, with a proven track record of leadership.
• Strong understanding of operational processes, supply chain management, and quality control.
• Experience with Lean Manufacturing or Six Sigma methodologies is highly desirable.
• Excellent analytical, problem-solving, and decision-making skills.
• Proficiency in financial management and budgeting.
• Strong leadership and people management capabilities.
• Excellent communication and interpersonal skills.
• Ability to work effectively in a hybrid work environment.

• Developing and implementing robust operational strategies and processes to enhance efficiency and productivity
• Overseeing all day-to-day operations, including supply chain management, logistics, and customer service
• Leading, mentoring, and developing a high-performing operations team
• Establishing and monitoring key performance indicators (KPIs) to track operational effectiveness
• Identifying and implementing process improvements and cost-saving initiatives
• Ensuring compliance with all relevant regulations and industry standards
• Managing operational budgets and resource allocation
• Driving innovation and the adoption of new technologies to streamline operations
• Fostering a culture of quality, safety, and continuous improvement
• Collaborating with other departments to ensure seamless integration of operations with business strategy
• Reporting on operational performance to senior management
• Managing relationships with key suppliers and partners

• Develop and implement strategic operational plans aligned with the company's overall business objectives.
• Oversee the day-to-day management of multiple operational departments, ensuring smooth and efficient workflows.
• Drive operational excellence initiatives, including process optimization, cost reduction, and quality improvement.
• Manage and mentor a team of operations managers and supervisors, fostering a culture of high performance and development.
• Establish key performance indicators (KPIs) and monitor operational performance against targets.
• Develop and manage operational budgets, ensuring cost-effectiveness and resource optimization.
• Implement and maintain robust quality control systems and safety procedures.
• Identify and mitigate operational risks.
• Collaborate with senior leadership across departments to ensure seamless integration of operations with sales, marketing, and finance.
• Lead strategic projects for operational transformation and growth.
• Ensure compliance with all relevant industry regulations and company policies.
• Foster strong relationships with suppliers and external partners.
• Implement and leverage technology solutions to enhance operational efficiency.
• Conduct regular performance reviews and provide constructive feedback to direct reports.
• Represent the company in operational matters to stakeholders and clients.

• Proven experience in a senior operations management role, with a track record of success in leading complex operational environments.
• Demonstrated experience in developing and executing operational strategies.
• Strong understanding of operational methodologies such as Lean, Six Sigma, or Agile.
• Exceptional leadership, team management, and interpersonal skills.
• Excellent analytical, problem-solving, and decision-making abilities.
• Experience in financial management, including budgeting and cost control.
• Proficiency in relevant software and operational management tools.
• Strong understanding of supply chain, logistics, and production processes.
• Ability to thrive in a hybrid work environment, balancing office presence with remote collaboration.
• Excellent communication and presentation skills, with the ability to influence stakeholders at all levels.
• Bachelor's degree in Business Administration, Operations Management, Engineering, or a related field. Master's degree preferred.
• Commitment to continuous improvement and innovation.

• Develop and execute strategic operational plans to achieve company objectives.
• Oversee and manage day-to-day operational activities across all departments.
• Lead, mentor, and develop a team of operational managers and staff.
• Implement and monitor key performance indicators (KPIs) to measure operational success.
• Identify and implement process improvements to enhance efficiency and reduce costs.
• Manage operational budgets and ensure financial targets are met.
• Ensure compliance with all relevant regulations and industry standards.
• Develop and maintain strong relationships with suppliers, partners, and stakeholders.
• Drive a culture of continuous improvement and operational excellence.
• Oversee resource allocation and optimize workforce planning.

• Master's degree in Business Administration, Operations Management, or a related field.
• Minimum of 10 years of experience in operations management, with at least 5 years in a senior leadership role.
• Proven track record of successfully managing and improving complex operational functions.
• Strong understanding of lean principles, Six Sigma, and other process improvement methodologies.
• Excellent leadership, strategic planning, and decision-making skills.
• Proficiency in financial management and budgeting.
• Exceptional communication, negotiation, and interpersonal abilities.
• Experience managing remote teams is highly advantageous.