47,217 Contact Center 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 | 

• Provide first-line technical support and troubleshooting for hardware, software, and network issues via phone, email, and chat.
• Diagnose and resolve customer technical problems in a timely and efficient manner.
• Guide end-users through step-by-step solutions and clear instructions.
• Escalate complex issues to senior support staff or appropriate departments when necessary.
• Maintain accurate and detailed records of customer interactions, issues, and resolutions in the helpdesk system.
• Develop and update helpdesk knowledge base articles and FAQs.
• Assist with user account management, password resets, and software installations.
• Proactively identify potential issues and recommend preventative measures.
• Gather customer feedback to help improve products and services.
• Ensure a high level of customer satisfaction through professional and empathetic communication.
• Stay updated on product knowledge and technical advancements relevant to support offerings.

• Proven experience in a customer service or technical support role.
• Strong understanding of common operating systems (Windows, macOS) and software applications.
• Excellent troubleshooting and problem-solving skills.
• Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
• Proficiency with helpdesk ticketing systems (e.g., Zendesk, ServiceNow).
• Familiarity with remote support tools.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Customer-focused attitude with a passion for helping others.
• High school diploma or equivalent; technical certifications (e.g., CompTIA A+) are a plus.
• Self-motivated and able to work independently in a remote setting.

BT Customer Service Advisor
Location: Belfast
Pay Rates: 13.42 to 31.27 per hour, depending on working hours.
Hours: Full Time 37.5
Shift Pattern Options:

Option 1: 4 Week working rota of 2x weeks of earlies with shifts falling between 06:00 to 17:00 and 2x weeks of late shifts falling between 12:00 to 23:00. Rest days will very over the weeks, but some rest days will be fixed and fall on a weekend.

Option2: 4 Week working rota of 2x weeks of earlies with shifts falling between 08:00 to 19:00 and 2x weeks of late shifts falling between 12:00 to 23:00. Rest days will very over the weeks, but some rest days will be fixed and fall on a weekend.

Training will be full-time, and hours will fall between days and evenings.

Please note: No holiday/day off requests will be approved during the first 6 weeks of start date (100% attendance required for training period

Contract: Temporary to Permanent opportunities
Start Date: 13/10/2025.

Join the UK's biggest telecoms provider, who are specialists in providing Industry leading expertise backed by innovative technology and who provide comprehensive training.

The calls we receive come out of the most extraordinary circumstances, so we've built a team to match. Our people have been specially selected and trained, and we think they are the most knowledgeable and skilled Customer Service Representatives in the industry.

This is a Safety Critical role and you'll be the first contact for anyone calling 999, this will include calls for the Police, Ambulance, Fire Rescue, Coast Guard, Mountain Rescue. BT have been trusted to handle 999 calls for over 85 years. That experience means we're capable of remaining calm, confident and provide a reliable service in the most high-pressure situations. All Contact Centre Advisors are UK based to provide a reliable service no matter what. They're all powered by BT's trusted technology too.

As a Customer Service Advisor your role is to quickly gain an understanding of the nature of the call and direct them to the most appropriate emergency services. This is not your everyday call handler role, as you will be supporting individuals in their most critical time of need, as you balance challenging and emotional situations. Your average call will last between 30 -60 seconds and you will follow structured process while communicating to the caller in a clear and calm manner. If you are the type of person who has a genuine desire to help people and make a difference, then this role is ultimately very rewarding.

As a 999 Call Handler you will demonstrate:
* Successful Communication and Active Listening skills
* Critical thinking whilst working under pressure, to empathetically support others
* A caring nature to support individuals in their most critical time of need
* Emotional Intelligence and Heightened Self & Social Awareness
* Good standards of literacy and IT skills with a diligent nature

Comprehensive training will be provided along with ongoing support from trainers, your team leaders, and your colleagues.

As part of the BT Voice Services community, you will also have the opportunity to be multi-skilled into several areas, as BT are not just there for emergencies. BT apply their knowledge, skills and technology to a whole range of high volume, inbound call handling scenarios - from Rapid Response, Relay UK services and Directory Enquires.

Rewards & Benefits:
* Attractive pay rates,
* Overtime opportunities
* Career progression
* Full paid training
* Instant access to Blue Arrow training portal
* Auto enrolment in pension scheme
* 28 days paid holiday
All applications will be subject to pre-employment and referencing checks, inclusive of DBS.

So, if you're looking for a Call Centre role where you'll go home after every shift knowing that you've made a difference, then apply with us today!

Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.

Working Monday - Friday 09.00 - 17.00

• To support the ongoing maintenance and enhancement of the customer portal by managing data entry, updating documentation, refining communication scripts, and conducting outbound customer calls to ensure accurate information and a high standard of service delivery.

• Customer Portal Updates

  • Review and update content within the customer portal.
  • Ensure accuracy and consistency of customer-facing information.
  • Flag and correct any data discrepancies or outdated content.

• Document & Data Handling

  • Support with uploading, organising, and maintaining customer documents.
  • Perform accurate data entry and validation tasks.
  • Maintain confidentiality and data protection standards at all times.

• Customer Communication

  • Make outbound calls to customers to verify information, follow up on queries, or provide updates.
  • Log call outcomes and update customer records accordingly.
  • Handle customer interactions professionally.
  • 
    
    Skills & Experience Required:
    
    
    • Strong attention to detail and accuracy in data entry.
    • Excellent verbal and written communication skills.
    • Comfortable making outbound calls and handling customer queries.

Our client is looking for for a Client Co ordinator who has strong computer abilities and can multitask.

Your day to day duties include taking inbound calls, or reacting to emails, assigning engineers to call out for maintenance type issues. You will be expected to assign the right type of engineer depending on the issue and be comfortable with UK geography.

You will be IT literate, be friendly, be able to make decision and take ownership of any issues, as well as have exceptional customer service and admin skills. You will have an eye for detail and possess a proven ability to work under pressure.

Hours are Monday to Friday 8.30am to 5.30pm with an hour for lunch.

The company offer a salary of up to 28000pa and offer a number of social engagements including drinks, pizza and quiz afternoon/nights. There is also the added bonus of free car parking and 21days holiday with 8 bank holidays.

Hybrid

Crewe 

6 month FTC initially with possibility of permanant position

This is a hybrid role based at the head office, offering flexibility and a fast-paced, rewarding environment where your communication skills and attention to detail will shine.

• Claims Processing: Accurately assess and process customer claims, ensuring compliance and fraud prevention.
• Customer Support: Provide first-class service across multiple channels including phone, email, live chat, post, and social media.
• Data Management: Maintain and update customer records with precision and care.
• Credit Control: Reconcile payments, manage ledgers, and apply effective credit control measures.
• Sensitive Interactions: Handle vulnerable situations and policy closures with empathy and professionalism.
• Digital Engagement: Encourage customers to adopt digital platforms for easier access to services.
• Compliance & Reporting: Follow data protection procedures and report breaches promptly.
• Performance Driven: Meet and exceed KPIs while delivering positive customer outcomes.
• Team Collaboration: Work closely with internal teams to resolve issues and improve service delivery.

• Excellent written and verbal communication skills
• A compassionate and solution-focused approach
• Strong organisational skills and attention to detail
• Ability to work independently and collaboratively
• Solid administrative skills and Microsoft Office proficiency

• Hybrid working available
• Based at head office

This is a fantastic opportunity to join a team that values professionalism, responsibility, and customer focus. If you’re looking for a role where you can grow, contribute meaningfully, and be part of a supportive environment — we’d love to hear from you.  

Leanne (phone number removed) or email (url removed)

INDCOM 

• Providing top-notch customer support via phone and email
• Handling inquiries, resolving issues, and ensuring customer satisfaction
• Maintaining accurate records and working collaboratively with colleagues

• Competitive salary starting at 26,000+ (depending on experience) / A friendly, supportive team in an office-based role / Full-time hours, Monday to Friday

• Competitive salary and bonus scheme
• Up to 25 days annual leave plus bank holidays
• The option to buy up to 5 days additional leave
• Contributory Pension Scheme
• Life Assurance
• Employee Welfare Fund (Company-funded social events)
• Cycle to Work Scheme
• Health & Wellness (Well-being Hub, Employee Assistance Helpline, Annual Flu Jab, Eye Tests)