Contact Centre Team Manager

• Early Shift: 07:45 - 16:45 
• Mid Shift: 09:30 - 18:30 
• Late Shift: 11:15 - 20:15 
• Sunday: 09:45 - 18:15 

As a Contact Centre Team Manager, you'll provide operational leadership across the Contact Centre during allocated shifts, ensuring customers, branch colleagues and internal stakeholders receive responsive, professional and compliant support. This is a Contact Centre-wide management role, with accountability for balancing priorities across customer support, branch support and first-line compliance support activity. 
Operating as the key operational leader during your shift, you'll make real-time decisions on workload prioritisation, resource deployment, escalation routing, service recovery and operational risk. 
You'll lead and develop colleagues, provide operational direction across workstreams, maintain compliance and risk standards, and use performance insight to drive continuous improvement. The role has a wider operating span than single-team leadership roles and is accountable for shift-level performance, operational resilience and stakeholder confidence across the Contact Centre function. 

• Provide operational leadership for the Contact Centre during allocated shifts, ensuring effective service delivery across customer support, branch support and first-line compliance support activity. 
• Take accountability for shift-level operational performance, including service levels, queue volumes, case backlogs, escalation control and operational risk. 
• Act as the senior operational escalation point during the shift for customers, branch colleagues, internal stakeholders and colleagues within the Contact Centre. 
• Make real-time decisions on workload prioritisation, resource deployment, escalation routing and service recovery within agreed policy, compliance and risk frameworks. 
• Assess operational, compliance, conduct and financial crime risks, escalating significant concerns to the Head of Contact Centre and Fulfilment or other senior stakeholders where required. 
• Ensure urgent, high-risk or business-critical matters are progressed without avoidable delay and are recorded appropriately. 
• Monitor service levels, queue volumes, case backlogs, abandoned contact, response times, productivity and quality trends throughout the shift. 
• Support rota planning, operational scheduling and short-term workforce decisions to meet changing demand. 
• Ensure colleagues are appropriately trained, briefed and deployed to meet customer, branch and operational demand. 
• Oversee complaint resolution and service recovery activity, ensuring root causes and customer outcomes are considered. 
• Coach colleagues through difficult, sensitive or complex interactions, including compliance-related or reputationally sensitive matters. 
• Ensure service delivery aligns with eurochange standards and third-party partner requirements where applicable. 
• Conduct regular one-to-one meetings, development discussions and performance reviews. 
• Manage attendance, wellbeing, performance and employee relations matters in line with company policy and with support from People & Culture where required. 
• Support recruitment, onboarding, induction and cross-training activity to build capability across the Contact Centre. 
• Create a positive, inclusive and high-performing team culture, setting clear expectations for professionalism, accountability and customer focus. 
• Use operational data, management information and trend analysis to inform decision-making and improve performance. 
• Ensure compliance with AML, KYC, GDPR and internal policy requirements across Contact Centre activity. 
• Identify opportunities to improve customer experience, colleague experience, compliance outcomes and operational efficiency. 

• Experience managing teams within a contact centre, customer service, operational support or service desk environment.
• Proven ability to manage performance against service levels, KPIs, quality standards and operational targets. 
• Experience making real-time decisions on workload prioritisation, resource allocation and escalation management. 
• Strong people management capability, including coaching, development, performance management, wellbeing and employee relations. 
• Experience using operational data, MI and trend analysis to make decisions and drive performance improvements. 
• Strong stakeholder management and communication skills, including the ability to provide clear updates on operational risks, service impacts and improvement actions. 
• Experience handling complex or sensitive customer, colleague, branch, partner or operational escalations. 
• Understanding of compliance requirements within a regulated environment, including AML, KYC, GDPR and internal controls. 
• Ability to support workforce planning, rota coverage and operational resilience in a shift-based environment. 
• A proactive, accountable and solutions-focused approach, with the confidence to operate as the senior operational leader during allocated shifts. 

• Colleague Rate on Travel Money!
• 28 days holiday (inclusive of Bank Holidays)
• High Street Discounts 
• Free mortgage advice (provided by a 3rd party)
• 24/7 Virtual GP service for you and your family. 
• Cycle to Work Scheme
• Employee Health, Wellbeing and Financial support through the Retail Trust
• Life Assurance
• Private Medical Insurance (Single cover)
• Wagestream – access your already earned wages when you need it
• Additional holiday entitlement after 1 year!
• And much much more!