About The Role
We have a great opportunity to join our National Service Centre in the role of
Contact Centre Manager , reporting to the Head of the NSC. The National Contact Centre manager will lead the daily operations of the National Contact Centre ensuring consistently high levels of customer experience are maintained and embedded in the culture of the NSC. In this role, you will ensure team performance, project implementation and quality standards are maintained both in the UK and offshore, whilst managing a 24/7 service. The ideal candidate is an experienced leader with a strong background in contact centre management. They excel in driving performance through data analysis, team motivation, and strategic decision-making. Adaptable, results-focused, and confident in leading operations, they possess excellent communication and problem-solving skills, ensuring high-quality service and efficiency. Key Responsibilities: Managing the daily operations of the National Contact Centre both in the UK and offshore, balancing customer and people priorities ensuring key KPI’s and objectives are met. Manage the development and performance of the team ensuring they achieve their individual targets aligned to the overall Contact Centre strategy and budgetary requirements. Determining Service Centre operational strategies by conducting needs assessments, performance reviews, capacity planning and production, productivity, quality and customer service standards, contributing information and analysis to organisational strategic plans and reviews. Use data-driven insights to improve customer experience and streamline workflows. Lead the delivery of strategic projects ensuring effective implementation of processes to enhance customer experience and achieve organisational strategic objectives. Lead through presence and a natural ability to influence positively, leading by example. About The Candidate Key Skills & Experience: Proven experience as a
Contact Centre Manager
or similar leadership role in a customer service environment preferably with Health care or recruitment industry experience. Strong leadership and team management skills, with a focus on coaching and staff development. Excellent communication and problem-solving abilities. Proficient in contact centre and CX technologies. Experience in budget management and cost optimisation. Flexibility to manage a 24/7 service, with occasional weekend work and travel both in the UK and abroad. About Us In return for your commitment, we will offer you some fantastic benefits: Generous annual leave allowance
- 27 days per year, plus bank holidays. A commitment to talent management & development. Star of the Month!
- Our star of the month award enables you to recognise colleagues or teams that have gone the extra mile and they could win £100 worth of shopping vouchers. Pension
– We’ll contribute up to 10% towards your pension if you join our stakeholder pension scheme. Life Assurance. Group Income Protection. Wellbeing Programme. Employee Assistance Programme. Employee Engagement & discounts platform. About Us: NHS Professionals (NHSP)
run the largest NHS flexible staff bank, placing highly skilled temporary workers in NHS Trusts to meet their short, medium and long-term needs. Uniquely we are owned by the Department of Health and Social Care and we therefore reinvest any surplus we make directly back into the NHS. We are particularly proud of being the first NHS organisation to gain the accreditation of
Top Employer
by the Top Employers Institute. This is a huge testament to our ongoing commitment to making NHSP a great place to work for all our corporate employees.
#J-18808-Ljbffr
Contact Centre Manager , reporting to the Head of the NSC. The National Contact Centre manager will lead the daily operations of the National Contact Centre ensuring consistently high levels of customer experience are maintained and embedded in the culture of the NSC. In this role, you will ensure team performance, project implementation and quality standards are maintained both in the UK and offshore, whilst managing a 24/7 service. The ideal candidate is an experienced leader with a strong background in contact centre management. They excel in driving performance through data analysis, team motivation, and strategic decision-making. Adaptable, results-focused, and confident in leading operations, they possess excellent communication and problem-solving skills, ensuring high-quality service and efficiency. Key Responsibilities: Managing the daily operations of the National Contact Centre both in the UK and offshore, balancing customer and people priorities ensuring key KPI’s and objectives are met. Manage the development and performance of the team ensuring they achieve their individual targets aligned to the overall Contact Centre strategy and budgetary requirements. Determining Service Centre operational strategies by conducting needs assessments, performance reviews, capacity planning and production, productivity, quality and customer service standards, contributing information and analysis to organisational strategic plans and reviews. Use data-driven insights to improve customer experience and streamline workflows. Lead the delivery of strategic projects ensuring effective implementation of processes to enhance customer experience and achieve organisational strategic objectives. Lead through presence and a natural ability to influence positively, leading by example. About The Candidate Key Skills & Experience: Proven experience as a
Contact Centre Manager
or similar leadership role in a customer service environment preferably with Health care or recruitment industry experience. Strong leadership and team management skills, with a focus on coaching and staff development. Excellent communication and problem-solving abilities. Proficient in contact centre and CX technologies. Experience in budget management and cost optimisation. Flexibility to manage a 24/7 service, with occasional weekend work and travel both in the UK and abroad. About Us In return for your commitment, we will offer you some fantastic benefits: Generous annual leave allowance
- 27 days per year, plus bank holidays. A commitment to talent management & development. Star of the Month!
- Our star of the month award enables you to recognise colleagues or teams that have gone the extra mile and they could win £100 worth of shopping vouchers. Pension
– We’ll contribute up to 10% towards your pension if you join our stakeholder pension scheme. Life Assurance. Group Income Protection. Wellbeing Programme. Employee Assistance Programme. Employee Engagement & discounts platform. About Us: NHS Professionals (NHSP)
run the largest NHS flexible staff bank, placing highly skilled temporary workers in NHS Trusts to meet their short, medium and long-term needs. Uniquely we are owned by the Department of Health and Social Care and we therefore reinvest any surplus we make directly back into the NHS. We are particularly proud of being the first NHS organisation to gain the accreditation of
Top Employer
by the Top Employers Institute. This is a huge testament to our ongoing commitment to making NHSP a great place to work for all our corporate employees.
#J-18808-Ljbffr
