2,629 Call Center Operations jobs in the United Kingdom

We seek a Contact Center Agent colleague to join our world-class client, one of the leading and most advanced Software Development companies.

• Hybrid Work : 2 days/week onsite in Staines.
• Employment Type : Temporary Placement (via us - Dexian) – Temporary Agency Worker Employment Contract.
• Duration : Minimum 12 months (with high potential to be extended further or converted to permanent).
• Hours per Week : 40 (Full-time).

Responsibilities:

• Professionally answer calls from customers and partners.
• Log cases, gathering key information that will enable our Subject Matter Expert (SME) Teams to resolve problems detected.
• Teach new customers and partners how to log cases in the internal system for themselves.
• Assign cases to the appropriate SME Team.
• Provide initial triage support by answering customer inquiries, solving problems, and providing product information via case, phone, or e-mail in a timely efficient manner.

Required Skills and Qualifications:

• The ability to communicate effectively with people at all levels.
• The ability to ask clear and precise questions of the customer to ascertain the exact details of the problem.
• The ability to work as part of a team and on your own initiative.
• Prior experience working in a contact center environment is not essential however it would be beneficial.
• Knowledge of ServiceNow Platform is not essential, but would be beneficial

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.

Yodel is now part of the InPost world connecting you to one of the UK's largest parcel delivery networks, delivering millions of parcels every week across the UK, including to over 10,000 parcel lockers.

As the number of deliveries continues to grow, we are always looking to partner with more independent subcontractors and distribution businesses who can help get our parcels where they need to be, when they need to be there.

We operate all over the country, so it doesn't matter where you're based. If you're a local delivery company or a start-up looking to take on more deliveries, we need you to help us expand our reach.

As a Service Partner with Yodel by InPost, you'll be given a set district for your team to deliver in. You'll need to deliver every item safely and keep your team happy too. After all, you'll be responsible for looking after your business, covering everything from driver pay to service performance and compliance.

We pay competitively for your services
Potential revenue starting from £58K per year. Want to take on other areas? No problem! For anyone who is ambitious, the opportunities to earn are huge! There are plenty of parcels to be delivered and money to be earned as one of our Service Delivery Partners.

We'll give you your own tour
You can plan your own route and will be allocated a specific tour where you will deliver each day. You will collect your parcels from your local Service Centre, scan and load them on to your own van(s) and then get out on the road.

We'll support you and help you grow your own business
You get all the independence of being self-employed, plus we will provide full training. We will give you all the tools to grow your own business if you wish with extra drivers, extra parcels, and more money!

We are looking to partner with successful like-minded businesses with a passion for achieving results. You'll need to show us that you can lead and inspire a high-performance team who can deliver exceptional results.

To get started today, you'll need to have the following in place:

• Your own team of drivers and fleet of vans
• Goods in transit and public liability insurance
• Limited Company Registered
• UK or EC/EEA valid driver's licence
• Right to work documentation
• Support for your drivers to ensure the successful delivery of our parcels, 6 days a week

Want a bit more? All our Self-Employed Delivery Drivers have access to the following:

• Partner Discounts - Including Naked Wines, Beer Hawk and Hello Fresh.
• Health and Wellbeing Programmes - Offering support from managing relationships to finance
• Develop and grow your business - There's plenty of parcels to deliver meaning the earning opportunity is your hands.

Yodel is now part of the InPost world connecting you to one of the UK's largest parcel delivery networks, delivering millions of parcels every week across the UK, including to over 10,000 parcel lockers.

As the number of deliveries continues to grow, we are always looking to partner with more independent subcontractors and distribution businesses who can help get our parcels where they need to be, when they need to be there.

We operate all over the country, so it doesn't matter where you're based. If you're a local delivery company or a start-up looking to take on more deliveries, we need you to help us expand our reach.

As a Service Partner with Yodel by InPost, you'll be given a set district for your team to deliver in. You'll need to deliver every item safely and keep your team happy too. After all, you'll be responsible for looking after your business, covering everything from driver pay to service performance and compliance.

We pay competitively for your services
Potential revenue starting from £58K per year. Want to take on other areas? No problem! For anyone who is ambitious, the opportunities to earn are huge! There are plenty of parcels to be delivered and money to be earned as one of our Service Delivery Partners.

We'll give you your own tour
You can plan your own route and will be allocated a specific tour where you will deliver each day. You will collect your parcels from your local Service Centre, scan and load them on to your own van(s) and then get out on the road.

We'll support you and help you grow your own business
You get all the independence of being self-employed, plus we will provide full training. We will give you all the tools to grow your own business if you wish with extra drivers, extra parcels, and more money!

We are looking to partner with successful like-minded businesses with a passion for achieving results. You'll need to show us that you can lead and inspire a high-performance team who can deliver exceptional results.

To get started today, you'll need to have the following in place:

• Your own team of drivers and fleet of vans
• Goods in transit and public liability insurance
• Limited Company Registered
• UK or EC/EEA valid driver's licence
• Right to work documentation
• Support for your drivers to ensure the successful delivery of our parcels, 6 days a week

Want a bit more? All our Self-Employed Delivery Drivers have access to the following:

• Partner Discounts - Including Naked Wines, Beer Hawk and Hello Fresh.
• Health and Wellbeing Programmes - Offering support from managing relationships to finance
• Develop and grow your business - There's plenty of parcels to deliver meaning the earning opportunity is your hands.

Service Delivery Manager

£15m Field Service Business | 60 Engineers | Dynamic Team Culture

Join a thriving, people-focused organization as our Service Operations Manager — leading the internal help desk that powers a high-performing team of 60 field engineers.

You’ll oversee the planning, scheduling, and invoicing of field operations through a cutting-edge, cloud-based Field Service Management (FSM) system — ensuring our customers receive world-class service.

We’re an employer of choice, fostering collaboration, growth, and belonging.

You’ll use data insights and exception reporting to drive efficiency, motivate your team, and deliver results that matter.

What you’ll bring:

• Proven experience managing field service operations and teams.
• Strong leadership, people management, and communication skills.
• Confidence with Microsoft 365 and data-driven decision-making.
• Energy, positivity, and a passion for continuous improvement.

What we offer:

• Competitive salary + bonus
• Career development and leadership training
• Supportive, inclusive, and forward-thinking environment

Join us and help shape the future of service excellence.

Apply now and be part of a great place to belong.

Formal HR Job Description

Position Title: Service Delivery Manager

Department: Field Service Operations

Reports To: Operations Director

Direct Reports: Internal Help Desk & Planning Team

Location: Bury HQ

Salary Range: £55,000 Basic + Bens + Bonus

Purpose of Role

To manage and continuously improve the internal service operations team responsible for supporting, planning, scheduling, and invoicing all field engineer work. The role ensures operational excellence, data-led decision making, and an exceptional employee and customer experience.

Key Accountabilities

• Lead the daily operation of the internal help desk supporting 60 engineers.
• Manage planning, scheduling, and invoicing through the company’s cloud-based FSM system.
• Monitor team and individual performance using KPIs, dashboards, and reports.
• Ensure compliance with service SLAs, process standards, and data accuracy.
• Drive continuous improvement through analysis of trends and exception reporting.
• Develop and coach team members to achieve personal and business goals.
• Communicate effectively across departments to ensure seamless service delivery.
• Produce management reports highlighting performance, challenges, and opportunities.
• Foster a culture aligned with company values — collaboration, development, and belonging.

Key Competencies

• Leadership and team development
• Communication and stakeholder management
• Analytical thinking and data literacy
• Operational planning and prioritization
• Customer service excellence
• Adaptability and problem-solving

Education & Experience

• Minimum 5 years’ experience in a service operations or scheduling environment.
• Strong working knowledge of field service management or ERP systems.
• Advanced Microsoft 365 Office (Excel, Teams, Power BI preferred).
• Experience leading and developing teams in a fast-paced, customer-centric environment.

At Millstream, we are looking for a Service Delivery Executive to support the Head of Service Delivery with all aspects of technical and administrative duties to help ensure that the services provided by all of Millstream’s TPAs meet the required levels, are proactively developed to enhance the customer experience and relevant processes protect the underwriting performance of Millstream schemes.

Assist with building the most effective relationships at all levels with customers and suppliers.

Responsibilities:

• Respond to agent and client enquiries via telephone and in writing to agreed service standards.
• Handle queries from sales support, claims handlers, medical screeners and emergency assistance providers.
• Liaise with the Underwriters to ensure that non-standard and complex queries are managed and resolved to the satisfaction of our customers.
• Work with the guidance of the Underwriters and Head of Service Delivery to perform analysis on MI reports to ensure they accurately reflect the current position.
• Demonstrate in-depth knowledge of policy cover, recoveries, and subrogation processes, and provide guidance to internal and external stakeholders.
• Maximise subrogation and cost containment wherever possible
• Assist in resolving customer disputes, preparing papers and liaising with relevant parties including the Financial Ombudsman Service.
• Prepare and interpret performance analysis reports.
• Conduct audits of Third-Party Administrators (TPAs).
• Support the delivery and analysis of customer satisfaction surveys.
• Support the implementation and monitoring of Consumer Duty outcomes, ensuring fair value and good customer outcomes across all products and services.
• Provide specialist support for funeral-related insurance products, ensuring sensitivity, compliance, and customer care are prioritised.

Knowledge and Experience:

• Strong working knowledge of travel, personal accident, loss of licence and funeral insurance products.
• Experience working within a regulated environment, with a clear understanding of first line compliance responsibilities.
• Familiarity with FCA Consumer Duty principles and their practical application in service delivery.
• Highly articulate and confident when dealing with people at all levels – clients, brokers, customers, and regulators.
• Empathetic, flexible, and assertive customer management skills, especially in sensitive areas such as funeral services.
• Strong organisational skills with the ability to prioritise workload to tight deadlines while maintaining attention to detail.
• Strong numeric, IT, and analytical skills.
• Self-motivated and able to work effectively both independently and as part of a team.
• Proficient in Microsoft Office applications and comfortable with web-based technologies.

By submitting your CV you confirm that you are agreeing to the Privacy Policy of Nexus Underwriting and consenting to Nexus Underwriting processing and holding your personal details.

At Millstream, we are looking for a Service Delivery Executive to support the Head of Service Delivery with all aspects of technical and administrative duties to help ensure that the services provided by all of Millstream’s TPAs meet the required levels, are proactively developed to enhance the customer experience and relevant processes protect the underwriting performance of Millstream schemes.

Assist with building the most effective relationships at all levels with customers and suppliers.

Responsibilities:

• Respond to agent and client enquiries via telephone and in writing to agreed service standards.
• Handle queries from sales support, claims handlers, medical screeners and emergency assistance providers.
• Liaise with the Underwriters to ensure that non-standard and complex queries are managed and resolved to the satisfaction of our customers.
• Work with the guidance of the Underwriters and Head of Service Delivery to perform analysis on MI reports to ensure they accurately reflect the current position.
• Demonstrate in-depth knowledge of policy cover, recoveries, and subrogation processes, and provide guidance to internal and external stakeholders.
• Maximise subrogation and cost containment wherever possible
• Assist in resolving customer disputes, preparing papers and liaising with relevant parties including the Financial Ombudsman Service.
• Prepare and interpret performance analysis reports.
• Conduct audits of Third-Party Administrators (TPAs).
• Support the delivery and analysis of customer satisfaction surveys.
• Support the implementation and monitoring of Consumer Duty outcomes, ensuring fair value and good customer outcomes across all products and services.
• Provide specialist support for funeral-related insurance products, ensuring sensitivity, compliance, and customer care are prioritised.

Knowledge and Experience:

• Strong working knowledge of travel, personal accident, loss of licence and funeral insurance products.
• Experience working within a regulated environment, with a clear understanding of first line compliance responsibilities.
• Familiarity with FCA Consumer Duty principles and their practical application in service delivery.
• Highly articulate and confident when dealing with people at all levels – clients, brokers, customers, and regulators.
• Empathetic, flexible, and assertive customer management skills, especially in sensitive areas such as funeral services.
• Strong organisational skills with the ability to prioritise workload to tight deadlines while maintaining attention to detail.
• Strong numeric, IT, and analytical skills.
• Self-motivated and able to work effectively both independently and as part of a team.
• Proficient in Microsoft Office applications and comfortable with web-based technologies.

By submitting your CV you confirm that you are agreeing to the Privacy Policy of Nexus Underwriting and consenting to Nexus Underwriting processing and holding your personal details.

Driving Excellence in Technical Support!

Join us as a Service Desk Manager and ensure round-the-clock coverage across all support

channels. Manage our Service Desk team to deliver exceptional support, evaluate performance, and uphold SLA standards. Implement ITIL processes to foster best practices in technical support.

Your insights from customer feedback will be pivotal in enhancing our services and driving continuous improvement.

About us

We are a rapidly growing Omnichannel SaaS organisation on a mission to boost productivity, improve customer service, and increase efficiency across various industries. Based in Manchester, UK, our influence spans five continents, with offices in Barcelona, Miami,

Melbourne, and South Africa, and we're not done yet- we're still growing at incredible rates. We are soon likely to become Manchester’s tech Unicorn.

Responsibilities

• Deliver on promises and drive customer success through exceptional support.

• Prioritise effectively, identifying and resolving root causes of recurring issues.

• Demonstrate expertise in technical support, maintaining professionalism in all interactions.

• You will ensure quality delivery in every customer interaction.

Who is suitable for this role?

• Proven track record as a Service Desk Manager or similar role

• Proficiency in help desk and remote control software.

• Strong technical background with excellent communication skills for both technical and non-

technical audiences.

• Customer service orientation

• Exceptional written and verbal communication skills.

• Problem-solving skills

Additional Information:

This role may require working outside standard business hours, including nights and weekends, once every five weeks.

Job Title: Service Delivery Manager – Associate

Location: London, Birmingham, or Glasgow (Hybrid: 1 day per month on client site; mandatory 2-day quarterly planning event in Birmingham)

Contract: Fixed-term until 31st July 2026

Day Rate: Up to £660 inside IR35

Security Clearance: Home Office SC required to start

About Our Client

Our client is a leading provider of applied intelligence and managed services, delivering mission-critical solutions to government and commercial organisations. Their teams focus on innovative, secure, and reliable service delivery, supporting operations that have real-world impact.

Role Overview

We are looking for an experienced Service Delivery Manager to oversee the delivery of managed service contracts. You will act as the primary client contact, ensuring services meet agreed SLAs, budgets, and quality standards. The role may also include additional engineering responsibilities in certain circumstances.

Key Responsibilities

• Build and maintain relationships with client stakeholders and internal teams.
• Monitor service performance against SLAs and KPIs, implementing recovery plans when needed.
• Manage financial performance of the contract, including revenues and costs.
• Produce timely and accurate service reports, chairing service review meetings.
• Manage subcontractors and 3rd-party providers to ensure service quality.
• Lead communication and transition management for changes impacting the service.
• Act as a client advocate, promoting requirements to technical teams and product authorities.
• Contribute to service improvement initiatives and support pre-sales/commercial activities.
• Participate in an on-call rota as required.

Candidate Profile

• Proven experience in service delivery management, preferably in a complex, mission-critical environment.
• Strong stakeholder management and communication skills.
• Experience managing budgets, SLAs, and 3rd-party providers.
• Ability to lead service improvement initiatives and resolve escalated issues effectively.
• Security clearance: Home Office SC.

This is a hands-on, hybrid role offering exposure to high-impact services in applied intelligence.

Service Delivery Manager (Anaplan Managed Service)

Role Opportunity

We are seeking an experienced Service Delivery Manager (SDM) to join our Anaplan Managed Services team, ensuring high-quality support, continuous improvement, and seamless service delivery for our growing Anaplan customer portfolio across the EMEA region.

This role requires a strong mix of stakeholder management, commercial awareness, governance, teamwork and collaboration skills, with a focus on maintaining excellent service levels and driving Anaplan adoption.

We put the customer at the centre of what we do and enabled by a tremendously powerful connected planning platform in Anaplan, we seek to enable our customers to improve decision-making by gaining transparency and visibility through business-owned models and turning response time into real-time, to make better decisions to enhance their businesses.

This is a fantastic opportunity for someone who enjoys building relationships and is passionate in helping customers optimise the value they get from their Anaplan environment.

Please note: This is not an IT service desk role. It requires close engagement with business stakeholders, consultants, and platform teams to ensure customers realise the full business value of their Anaplan investment through effective adoption, optimisation, and ongoing support.

Reports to: Head of Managed Services/Care

Location: Hybrid – mixture of remote working and travelling to customer site approx. x2 days per week

Direct Reports: N/A

Package: TBA

Job Description

You will take the lead in ensuring our customers continually realise the full value of their investment in Anaplan and our managed services. Acting as the primary advocate for our customers, you will ensure they achieve the best possible return on their investment.

Working closely with our Managed Services Consultants, you will proactively seek to understand each customer’s unique needs, driving better adoption of the Anaplan platform while ensuring Bedford’s services remain integral to their success and are well-positioned for renewal.

Accountabilities and KPIs

Reporting to our Head of Managed Services/Care, you will take the lead in ensuring our customers are availing of our services.

Responsibilities & Accountabilities:

Customer Relationship & Stakeholder Management

• Act as the primary point of contact between the customer and the managed service team.
• Quickly establish close relationships with key customer stakeholders, understanding their current service requirements and building out a service plan to support in value realisation and service expansion.
• Conduct regular service reviews with the customer to discuss performance, improvements, and upcoming requirements.
• Gather and translate business needs into actionable enhancements, business critical updates and new Anaplan models .
• Manage escalations , ensuring critical issues are addressed promptly and keeping the customer informed of resolutions.

Service Management & Operations

• Ensure that service delivery aligns with the agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) .
• Oversee the incident management , problem resolution , and change management processes related to Anaplan support.
• Monitor ticket trends , identifying recurring issues and ensuring proactive resolution to reduce future incidents.

Financial & Commercial Management

• Track service consumption against contracts and ensure service delivery remains within agreed budgets.
• Identify and propose upsell or additional service opportunities .
• Assist in contract renewals and service scope discussions with customers.

Collaboration & Coordination

• Coordinate with the Managed Service support team , ensuring workloads are balanced and high-priority issues are addressed promptly.
• Collaborate with our technical consultants to implement system improvements and new features.

Governance & Reporting

• Maintain service performance reports , highlighting trends, SLAs, and areas for improvement.
• Provide quarterly or monthly service reports , presenting insights on ticket volumes and themes, response times, lessons learnt, opportunities for improvements.
• Understand and apply the processes and structures that ensure the smooth running of the Managed Service customer support experience.

Key Pre-requisites

Essential:

Minimum 3 Years experience in Service Delivery Management within a Managed Services or SaaS environment, with a proven track record of owning complex customer portfolios and delivering high-impact service outcomes.

Experience managing a portfolio of mid-to-large enterprise customers, ideally across multiple industries, with a focus on SaaS or platform adoption, value realisation, and long-term service delivery success.

Demonstrated ability to build and maintain strong, strategic customer relationships, acting as a trusted advisor to senior stakeholders and driving customer satisfaction, retention, and long-term engagement.

Knowledge of ITIL processes within the service operation and transition layers.

Ability to analyse service performance metrics and drive continuous improvements.

Excellent communication, stakeholder management and governance skills, with experience leading service reviews, handling escalations, and working cross-functionally.

Desirable:

Conversational knowledge of Anaplan , including model maintenance and best practices

Anaplan certification (Model Builder) is a plus.

Strong leadership skills, with the ability to manage and mentor technical teams.

Experience with automation tools and process optimisation in a cloud-based environment.

Company policy statement

Please note the company’s preferred selection method is to use a combination of interviews and by inviting potential candidates to one of our assessment centres. Please further note that to protect the company’s legitimate business interests, and the interests and wellbeing of current staff, the company reserves the right to lawfully undertake proportionate pre-employment checks and ongoing diligence both before the commencement of your employment and periodically during your employment.