Call Centre Manager
NMS Recruit Ltd
We are looking for an experienced Call Centre Manager to lead a busy customer-focused team, ensuring the highest levels of service, performance and operational delivery.
You will have responsibility for the day-to-day management of the Response Centre Advisors and Senior Advisors, ensuring customer enquiries and emergency repair calls are handled efficiently, professionally and with empathy.
Key Responsibilities
- Lead, motivate and develop a team of Response Centre Advisors and Senior Advisors.
- Monitor performance against agreed KPIs, SLAs and quality standards.
- Provide regular coaching, feedback, performance reviews and development support.
- Oversee escalated calls, major incidents and complex customer enquiries.
- Ensure consistently high levels of customer service and accurate call handling.
- Identify training needs and opportunities for continuous improvement.
- Manage attendance, wellbeing, performance and other people-related matters.
- Support workforce planning and ensure staffing levels meet operational requirements.
- Work closely with internal teams and clients to maintain strong service delivery.
- Investigate complaints and recurring issues, identifying root causes and implementing improvements.
- Contribute to recruitment, onboarding and retention of team members.
About You
- Previous experience managing a customer service, contact centre or response team.
- Strong leadership, coaching and people-management skills.
- Excellent communication, organisation and problem-solving abilities.
- Confident managing performance and handling challenging situations.
- Customer-focused with a calm and professional approach.
- Comfortable working in a fast-paced operational environment.
- Excellent IT skills
Hours: 37.5 hours per week working across Monday - Sunday, on a 3-week rotational shift pattern
Email your CV today to be considered - if you do not hear from us within 5 working days, please assume you have not been successful.
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