About

Your new companyHays are recruiting for a permanent Contact Centre Manager to lead and inspire a high-performing client services team. This pivotal role ensures exceptional service delivery across multiple channels, balancing immediate business needs with long-term capability development. You will combine strategic leadership, operational excellence, and stakeholder collaboration to drive outstanding client outcomes. This role is based in Manchester city centre. Your new roleKey Responsibilities Lead, coach, and motivate the contact centre team to deliver exceptional client service.Ensure service level and quality metrics are consistently achieved through effective prioritisation and resource management.Collaborate with stakeholders to design and implement strategies aligned with business priorities and client needs.Drive continuous improvement initiatives to enhance efficiency and client experience.Oversee recruitment, training, and development of team leaders and staff.Maintain a strong risk and control environment, ensuring compliance and governance standards.Balance short-term operational needs with long-term capability building.Represent the function in business-wide projects and change initiatives. What you'll need to succeed Significant leadership experience within a financial services contact centre or operational environment.Strong knowledge of financial services and regulatory requirements; investment product knowledge is desirable.Proven ability to coach, develop, and lead teams to success.Skilled in designing and executing business plans that improve performance and client outcomes.Excellent communication and stakeholder management skills.Strong organisational and prioritisation abilities, with experience managing multiple initiatives.</