46,804 Contact Centre jobs in the United Kingdom

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 and experience (Desired):

Experience in Contact Centre

Experience with Motor Trade (non-essential)

Excellent attention to detail

Strong verbal & written communication skills

Company Benefits

• Pension contributions
• 24 days leave + bank holidays
• Excellent development opportunities
• Bonus pay - Uncapped
• Realistic OTE 35k

Brook Street NMR is acting as an Employment Business in relation to this vacancy.

Role: Contact Centre Manager

Location: Watford (hybrid 3 days office/2 days home after training period)

Salary: Up to 60,000 DOE + bonus + benefits

Hours: 37 per week Mon-Sun to business needs as 24/7 contact centre

This is an exciting opportunity for an experienced Contact Centre Manager with experience looking after vulnerable customers to join my Watford based client. Leading a team of up to 8 Agents.

Do you have experience leading a contact centre team who speak to vulnerable customers?

Do you strive for customer excellence?

The Contact Centre Manager is responsible for overseeing and improving the operations related to supporting customers in vulnerable circumstances. This role involves understanding customer needs, implementing programs to address vulnerabilities, and ensuring effective support systems are in place.

Role Responsibilities of the Contact Centre Manager:

• Provide leadership and direction to the team, creating a high performing culture of continuous improvement.
• Collaborate with teams from within Customer and Retail Care to deliver a best-in-class operation for all contact channels
• Proactively interact with our players, handle complex interactions and escalations to a satisfactory conclusion that meets both the need of the player and the business
• Spot patterns to identify potentially vulnerable customers.
• Build and promote positive relationships with stakeholders across the wider business
• Monitor and analyse customer data and behaviour to identify trends and patterns.
• Ensure all agreed departmental KPIs and requirements are achieved
• Always Act as an ambassador for the company and customer.

Key Skills and Experience of an experienced Contact Centre Manager:

• Proven track record of managing and developing high performing teams.
• Excellent Customer Service and interpersonal skills.
• Experience of working in a comparable role within the industry or relatable sector (i.e. Banking, Finance, etc.)
• Experience of working in a highly regulated environment and working with vulnerable customers is essential.
• Strong analytical skills with the ability to interpret data and make informed decisions.
• Experience and knowledge of safe practices is desirable but not essential.
• Strong communication skills which can be demonstrated with stakeholders at all levels across the business.
• High Degree of Confidentiality.

Please follow the link to apply for this Contact Centre Manager role based in Watford.

Do you have experience working in a strong phone based role or ideally within a call / contact centre environment If so, this may be the ideal role for you if you enjoy both customer service and coordination of services.

Our client, who provides repairs, maintenance and construction services in the local area is looking for a candidate who is confident on the telephone whilst taking accurate information, completing administration on inhouse systems and communicating with tenants, the local council and the inhouse trades team to coordinate repairs and maintenance services for both responsive and programmed works ensuring records are accurately maintained of the jobs undertaken.

Working in the contact centre your duties will include…

• Receiving inbound calls from the local council, tenants and trades in regards to responsive and planned repair works.
• Make calls to book appointments for works with tenants and be point of contact during completion
• Inputting the works information on the job management systems with accuracy
• Allocate work in a timely manner to trade operatives on a daily basis, whilst understanding their availability and whereabouts.
• Liaise with the Resource Manager regarding the provision of additional labour to the response team and organising other work for operatives during downtime.
• Update and maintain database with details of appointments & completed works in a timely manner, ensuring accuracy of entries.
• Provide general clerical and administrative support including typing, filing, maintenance of department records, telephone answering and message taking.
• Any other ad hoc administrative duties as may be required from time to time.

Experience, Knowledge and Skills required…

• Previous call/contact centre experience or strong phone based work previously
• Excellent organisational/time management skills
• Excellent administration/word processing skills
• Demonstrate attention to detail and accuracy at all times
• Ability to work under pressure to strict deadlines
• Strong communication skills
• Strong word processing and Excel skills

Working hours

• Monday to Friday 8am – 5pm (40 hours per week)

Employee benefits include:

• BUPA select healthcare scheme (upon successful completion of probation period)
• Rewards portal offering discounts to hundreds of shops and restaurants
• Support for health and mental wellbeing for staff and their families
• Personal Wealth Financial Wellbeing support
• Mental Health First Aiders
• Christmas Club savings scheme
• Company-funded annual Family Summer Fun Day and Christmas Party
• Corporate discount to local Gym Membership
• Ability to buy and sell annual leave
• Company sick pay policy

The Role
Working in a busy call centre, within a friendly and professional team. You will mainly be taking inbound calls relating to a variety of occupational pension schemes. You may be required to answer queries via email and be asked to provide support to the administration and customer service team.

Performance Objectives:
Excellence
* Forward on escalated calls in the correct manner
* Maintain and develop knowledge of pension schemes
People
* Provide support to the administration team
* Support team members during busy periods
* Work as part of an effective team
Clients
* Answer the phones and respond to members queries to set service standards
* Provide an efficient, professional service to meet all client/members' needs and to promote our brand
* Communicate with members via email
* Make outbound calls when required
Financial
* Hit individual (KPI of 50 calls per day) and team targets
* Ensure timely completion of timesheets

Our Technology and Administration Solutions (TAS) is a global line of business whose revenue is primarily driven from providing outsourced pension administration services to occupational pension funds. Our three largest markets are Germany, UK and US. We have worked with some of the world's leading organizations for over 25 years to provide benefit administration and outsourcing to over five million participants across the globe.

Minimum Criteria & Skills (including education & licenses)
Essential
* Able to work to a high level of accuracy
* Able to work well under pressure and meet targets
* Interpersonal skills to include good written and verbal communication
* Computer literate
* Excellent customer service skills and a positive, customer focused attitude
Advantageous
* Experience in either DB or DC pensions administration would be an advantage
* Experience working within a contact centre would be an advantage

Hybrid Customer Service Advisor - Customer Care Team | Northampton (office-based during probation, hybrid thereafter)
Salary: 25,000 - 26,000 + benefits

Shifts: Rotational - 8 am-5pm and 10am-7pm (1 in 4 Saturdays, with a weekday off)

This is an opportunity to join a well-established, nationally recognised employer in their high-performing customer care team.
Our client is seeking empathetic and resilient individuals with a strong background in customer service, complaint handling, or support roles. This position is ideal for someone who thrives in a fast-paced environment and takes pride in resolving issues the right way - with care, patience, and professionalism.

Why Apply?

• Opportunity to join a respected employer with genuine progression prospects
• Supportive team culture and a focus on employee wellbeing
• Full training provided with ongoing development opportunities
• Hybrid working is available after probation

The Role

As an Inbound Call Handler, you will manage a wide range of complex customer queries, including complaints, escalations, and emotionally sensitive issues. You'll act as the voice of the brand, delivering outstanding service while maintaining professionalism under pressure.

Key responsibilities include:

• Handling inbound customer calls and queries across multiple channels
• Investigating issues thoroughly and offering fair, tailored resolutions
• Liaising with internal teams, including legal, logistics, and finance
• Supporting ombudsman or media-related casework as needed
• Keeping detailed and accurate records of customer interactions
• Identifying trends and contributing to service improvements

Ideal Candidate

• Experience in customer care, complaints handling, or similar roles (e.g., retail, financial services, utilities, housing, or health)
• Excellent communication and listening skills
• Strong emotional intelligence and a calm, methodical approach
• Able to navigate sensitive situations confidently
• Detail-oriented with strong time management and organisational skills
• Comfortable using internal systems and working across teams

We are looking for contact centre advisers to deliver a first-class experience in our contact centre which is at the heart of our business.

The contact centre is the first point of contact for many of our business customers, you will be answering inbound calls and responding to email queries about their water bills. You will interact with regional water companies and be multiskilled.

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Hybrid Customer Service Advisor - Customer Care Team | Northampton (office-based during probation, hybrid thereafter)
Salary: £25,000 - £26,000 + benefits

Shifts: Rotational - 8 am-5pm and 10am-7pm (1 in 4 Saturdays, with a weekday off)

This is an opportunity to join a well-established, nationally recognised employer in their high-performing customer care team.
Our client is seeking empathetic and res.

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Do you have experience working in a strong phone based role or ideally within a call / contact centre environment If so, this may be the ideal role for you if you enjoy both customer service and coordination of services.

Our client, who provides repairs, maintenance and construction services in the local area is looking for a candidate who is confident on the telephone whilst taking accurate inform.

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Job Title: Contact Centre Team Leader

Team: Contact Centre Team

Service: Customer Experience

Responsible to: Contact Centre Manager

Job Summary

The Contact Centre Team Leader is responsible for leading and inspiring a team of Customer Advisors to deliver exceptional customer experience. This role involves overseeing daily operations of a contact centre, ensuring high levels of customer satisfaction, and driving continuous improvement in service delivery. The Team Leader will act as a mentor and coach, fostering a positive and collaborative team environment while aligning team goals with the company's strategic objectives.

We offer all our employees a great package of benefits too, including:

• Competitive salary £39,808.79 which is bench marked against other employers
• Enrolment onour Aviva pension scheme (9.5% employer contribution)
• 30 days holiday (plus extra days off for Bank Holidays/Birthdays)
• Health care scheme
• Enhanced maternity/paternity pay
• Continual professional development including management development.
• A dedicated health and wellbeing programme (access to a variety of support and free benefits)
• Time out of work to carry out volunteer opportunities

Main Responsibilities

 
To manage a team of Customer Advisors, Customer Service Assistants and Apprentices in the delivery of quality front line services.
 
To ensure the contact centre functions are appropriately resourced to deliver core hours requirements.
 
To deliver essential user training relating to the development of the corporate CRM system and service area specific knowledge.
 
Collate and analyse data relating to contact centre functions, implementing appropriate actions to achieve agreed targets and deliver excellent performance across the Contact Centre
 
Collaborate with teams across Ongo to ensure contact centre processes support resolution of customer enquiries at first point of contact.
 
To maintain and develop scripting tools and process maps to ensure the Customer Advisors have the tools to carry out their duties.
 
To manage the Reception and Contact Centre face to face operations in line with current health and safety guidance.
 
To provide in the moment escalation support and supervision for Customer Advisors
 
Be flexible in your approach and be prepared to crisis manage the phone lines and contact platforms in time of high demand.
 
Manage recruitment tasks for the contact centre to ensure continuous services for our customers.
 
To keep up to date with current social housing regulation and legislation and deliver appropriate guidance to the customer advisors.
 
The post holder will be expected to be aware of safeguarding vulnerable adults and children and report any concerns via Ongo’s Safeguarding policies and procedures.
 

Skills, Competence, Experience Required

• Proven experience of leading and managing teams dealing with customer facing services
• Have experience working with CRM systems and Omni channel contact centre technology
• Strong communication skills, both written and verbal with ability to oversee sensitive and complex enquiries professionally
• Strong problem-solving skills and attention to detail.
• Ability to work independently and collaboratively across teams.
• Demonstrate resilience and the ability to adapt to changing demands.
• Ability to deal with and resolve conflict.
• Social housing experience and knowledge of the core landlord functions and regulations.
• Knowledge of current Housing Regulation and Legislation
• Have experience handling and effectively resolving complaints.
• Have the ability to interpret performance data and drive service improvements.
• Excellent organisational and time management skills, with the ability to prioritise multiple
• Will hold or be willing to work towards relevant housing professional qualifications.

CLOSING DATE FOR APPLICATIONS NOON FRIDAY 12 SEPTEMBER
INTERVIEWS WILL BE HELD WEEK COMMENCING 22 SEPTEMBER

We are committed to building an inclusive workplace that reflects the diversity of the communities we serve. We welcome applications from individuals of all backgrounds, including those from ethnically diverse communities, disabled individuals, and others who may require workplace adjustments. If you require any support during the application process, please let us know, and we will be happy to assist