Call Centre Manager

Contact Centre Manager / CX Manager

Salisbury

£50,000 & Benefits

The Role

This is a fantastic opportunity to lead a contact centre operation of around 50 advisors, driving performance, shaping customer experience, and embedding a culture of continuous improvement.

You'll lead a team of Team Leaders, alongside Quality and Project functions, ensuring consistent delivery of excellent service and operational performance.

What You'll Be Doing

Lead, coach, and develop Team Leaders and their teams
Own and deliver key KPIs (SLAs, CSAT, quality, productivity)
Drive a best-in-class customer experience across all touchpoints
Lead continuous improvement initiatives to enhance efficiency and outcomes
Oversee forecasting and workforce planning
Build a strong coaching culture and develop future leaders
Work cross-functionally to improve processes and customer outcomes

What We're Looking For

Proven contact centre lead...