Contact Centre Manager

The OpportunityContact Centre Manager – £50kLocation:

Welwyn Garden City (fully office-based)Salary:

£50,000 per annum excellent benefitsContract:

Full Time, Permanent

We’re proud to be supporting an

award-winning, industry leader

in their search for a

Contact Centre Manager

to lead their multi-channel operation. Known for their outstanding reputation and market-leading customer service, they’re looking for a driven and strategic leader to continue raising standards across inbound, outbound, and email channels.

This is a

career-defining role

for someone who thrives on

people leadership, strategic planning, and delivering premium customer experiences .

The RoleAs

Contact Centre Manager , you’ll lead, coach, and develop a team of advisors

with the support of Team Leaders , ensuring the delivery of consistently exceptional service. You’ll be responsible not only for maintaining high performance and quality standards, but also for shaping the strategy of the contact centre, identifying opportunities for improvement, and introducing ideas that drive growth.

Key responsibilities include:

Leading, coaching, and developing advisors with the support of Team Leaders

Monitoring and improving quality standards across all customer interactions, ensuring every touchpoint reflects a

premium customer journey

Using data and insight to guide strategic decision-making, highlight trends, and spot opportunities

Identifying growth opportunities for the business, including ways to increase revenue and enhance customer loyalty

Owning performance metrics across service levels, conversion, and productivity

Streamlining workflows, scripts, and processes to improve efficiency and customer satisfaction

Contributing to workforce planning, resourcing, and operational strategy

Partnering with senior leadership to align customer contact with wider business objectives

Driving continuous improvement and embedding a performance-focused culture that supports commercial growth

About YouYou’ll be a confident,

tenacious leader

who combines strong operational knowledge with the ability to think strategically. With proven success managing contact centres or large customer service teams, you’ll bring a coaching-first mindset, commercial awareness, and the ability to inspire high-performing teams.

You will need:

Proven experience managing a contact centre or large customer service/sales team

Strong background in coaching, development, and upskilling teams

Experience monitoring quality and raising standards of performance

Commercially minded with the ability to identify improvements and revenue opportunities

Strategic thinker with experience influencing business direction

Data-driven approach with strong decision-making and problem-solving skills

Fully office-based in Welwyn Garden City (not hybrid or remote)

Why Join This Team?As an

award-winning organisation , this company combines outstanding customer service with a reputation for excellence. As Contact Centre Manager, you’ll play a pivotal role in shaping the future of the function, delivering strategic improvements, and driving results across a multi-channel operation.

Competitive salary of £50,000

25 days holiday plus bank holidays

Career progression and professional development opportunities

The chance to make a strategic impact at an award-winning, industry-leading organisation

This vacancy is being advertised by

SRM Recruitment – Welwyn Garden City office .

If you are interested in this role or are looking for a similar opportunity, please contact

Senior Consultant Lizzie Burgess

directly for a confidential discussion.

Our Welwyn Garden City team specialise in

permanent, temporary, and contract recruitment

across Accountancy and Finance, Human Resources, Marketing and Creative, Office Support, and Procurement and Supply Chain, helping candidates find the right role for their skills and career ..... full job details .....