Save Job Back to Search Job Description Summary Similar JobsLead a high-growth contact centre.Drive performance, culture, and transformation.About Our ClientThis is a fast-growing service provider, known for its entrepreneurial approach and ambitious expansion plans. The company has achieved 40% year-on-year growth, is featured in the Times Top Businesses to Watch, and has a founder who is passionate about scaling the business. With further investment in technology, people, and processes, they are building a future-proof contact centre operation to support their continued success.Job DescriptionLeadership & Strategy - Provide hands-on leadership, working closely with managers and teams to improve operations, drive performance, and create a strong, high-energy culture.Managing Performance - Oversee contact centre KPIs, ensuring teams hit targets for sales, customer experience, billing, collections, and tenancy moves while improving efficiency.Culture & Engagement - Drive a high-performance culture where teams are motivated, engaged, and supported. Lead initiatives to improve retention, absenteeism, and overall team morale.Recruitment & Development - Own recruitment and talent development, ensuring the business attracts and retains strong talent while developing internal teams for future leadership roles.Customer & Digital Transformation - Shift the operation towards a digital-first approach, reducing call volumes and improving automation while maintaining a strong customer focus.Operational Improvement - Work closely with the MD and senior stakeholders to continuously refine processes, optimise outbound campaigns, and ensure contact centre operations align with commercial objectives.The Successful ApplicantProven experience in a Senior Manager in a Contact Centre role, leading a large, multi-skilled team.Experience managing managers and leading an operation of 70+ FTE across multiple functions.Strong commercial understanding, particularly in outbound contact centre operations, sales, collections, and customer service.A track record of driving operational improvements, including managing KPIs, improving culture, and enhancing digital adoption.Resilient, hands-on leadership style, comfortable working in a fast-paced, high-growth environment.What's on OfferCompetitive salary £60k-£65k + up to 15% bonusLead a growing, commercially driven contact centre with a direct impact on business success.Be part of a company investing in technology, people, and processes for long-term growth.A business that values its employees - regular town halls, rewards, and recognition programmes.ContactKaty BevanQuote job refJN-032025-6686443Phone number+44 151 255 3751Job summaryJob functionBusiness SupportSubsectorCustomer ServicesSectorBusiness ServicesLocationLeicesterContract typePermanentConsultant nameKaty BevanConsultant phone+44 151 255 3751Job referenceJN-032025-6686443
