Huntress
Contact Centre Manager
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Contact Centre Manager/Customer Service Manager
Glasgow
£60,000 - £64,000
We are currently recruiting on behalf of our client for an experienced and inspiring Contact Centre Manager to lead their Customer Service Centre teams. This is a strategic leadership role offering a fantastic opportunity for someone who is passionate about driving performance, developing high-performing leaders, and shaping the future of a growing customer service operation from the outset.
Key Responsibilities:
- Leading and inspiring Customer Service teams to deliver outstanding performance against operational, quality, compliance, and reporting standards
- Championing outstanding customer service, including inclusive and accessible support for customers in vulnerable situations
- Creating an engaging, inclusive, and supportive working environment, leading on colleague engagement, wellbeing, and performance
- Building strong relationships with internal and external stakeholders to influence and drive service improvements
- Leading, coaching, and developing a team of managers, empowering them to build confident, high-performing teams
- Championing innovation and continuous improvement, including the use of digital technology, Salesforce, omnichannel services, and AI to enhance customer outcomes
- Using data and insight to identify opportunities to improve performance and the overall customer journey
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Skills & Experience Required:
- Proven experience leading customer service operations within a contact centre environment, including responsibility for multiple teams and the leadership of managers
- Strong track record of improving performance, increasing engagement, and delivering excellent customer outcomes through continuous improvement
- Experience developing and coaching leaders, building capability, and creating high-performing, accountable teams
- A curious, innovative mindset with the ability to embrace new technology and lead teams through change
- Experience working within a regulated environment, with a sound understanding of compliance, assurance, and governance frameworks
- Strong knowledge of customer service operations, including complaint handling, escalation management, and supporting vulnerable customers
- Excellent communication, influencing, and decision-making skills, with the ability to build credibility with senior stakeholders
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