Blume
Contact Center Manager
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Contact Centre Manager
Location: East Didsbury, Manchester - onsite
Contract: Permanent, full-time
Reports to: Chief Operating Officer
We’re looking for an experienced Contact Centre Manager to lead the people, performance and transformation of our contact centre operation.
This is a highly visible, floor-leading role at the commercial heart of Blume. You’ll lead through Contact Centre Team Managers and Team Leaders, take ownership of the conversion of inbound marketing enquiries and help us move from a predominantly telephone-led model towards a broader omni-channel operation.
It’s an opportunity to lead a large-scale operation at an important point in its development, combining commercial performance with excellent customer experiences and creating an environment in which people can thrive.
About Blume
Blume is a specialist marketing and customer acquisition business working with law firms across the personal injury, clinical negligence and wider legal sectors.
Through our trusted consumer brands and specialist contact centre teams, we combine marketing expertise, data insight and genuine human conversations to help people take the first step towards accessing the right legal support.
We’re an ambitious and evolving business, investing in our people, technology and channels to improve how we support our customers and legal partners. Our culture is shaped by three values: Be Brave, Be Inquisitive and Be Human.
What you’ll be responsible for
You’ll be responsible for:
- Owning conversion performance, transfer rates, speed-to-lead, contact cadence and cost-to-serve across our brands.
- Turning contact strategy into consistent daily execution across voice and digital channels.
- Leading and developing Contact Centre Team Managers and Team Leaders, setting clear and consistent standards across the frontline.
- Creating an engaging environment that improves capability, performance and retention.
- Embedding fair, evidence-led performance management and a strong coaching culture.
- Supporting the development of our omni-channel operation, including voice, WhatsApp, web and other digital channels.
- Working closely with Marketing, Sales, Finance, Analytics, Workforce Management and Quality to connect lead flow, operational delivery and commercial outcomes.
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What we’re looking for
We’re looking for someone with:
- Significant outbound contact centre experience in a lead generation or sales-through-service environment.
- Personal accountability for conversion or sales performance, rather than service metrics alone.
- A proven record of leading and influencing large frontline teams through demanding targets and change.
- Strong knowledge of contact strategy, including prioritisation, cadence, channel mix and disciplined execution.
- Experience working in, or leading a team towards, an omni-channel environment across voice and digital channels.
- Strong commercial and data literacy, including an understanding of conversion economics, cost-to-serve and performance data.
- An engaging, visible and coaching-led leadership style.
- Confidence working with CRM, dialler and workforce management technology.
- The ability and willingness to work onsite and maintain a visible presence across the contact centre’s operating pattern.
Experience introducing digital channels, building a performance and quality framework or working within a regulated or legal services environment would be advantageous.
How you’ll lead
You’ll lead from the floor, set clear standards and bring people with you. You’ll balance empathy and development with accountability for performance, using evidence to make fair decisions and keeping teams engaged as the operation evolves. We’re looking for someone who can be human and commercially focused at the same time, developing and trusting their people without losing sight of the numbers.
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What Blume offers
- 25 days which increases with long service - plus British Bank Holidays
- Cushon pension scheme which offers Salary Sacrifice for total earnings
- Private medical with Vitality
- Death in Service x4 salary
- Fruit, Snacks & Drinks
- Paid socials throughout the year inc. dry & summer
- On-site prayer room
Working pattern
This is an onsite, floor-leading role based at our East Didsbury office. Our contact centre operates between 8am and 8pm on weekdays and between 9am and 5pm at weekends. You will be comfortable working these hours and showing high amounts of viability and engagement with your team, whilst being on-site
How to apply
IF USING LINKEDIN APPLICATIONS
Select Apply and submit your CV and supporting information through LinkedIn.
IF USING EMAIL APPLICATIONS
Send your CV and a cover note of no more than 500 words explaining why you’re the right fit for the role to recruitment@blumegroup.co.uk by 25th August 2026
The selection process will include an initial conversation with our recruitment partner, followed by a culture and leadership style with our Head of People which will include a tour of the office. If successful you will be invited to a longer scenario-style interview and conversations focused on performance, process & operations. Then finally a virtual cup of tea with our CEO.
Everyone is welcome at Blume
Blume is committed to creating an inclusive workplace where everyone can feel valued and able to succeed. We welcome applications from people of all backgrounds and will make reasonable adjustments throughout the recruitment process where needed.
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