Main Purpose Of The Role

The Contact Centre Manager will lead, develop, and inspire a team of contact centre advisors to deliver exceptional customer experiences across all channels.

As a key driver of a transformation programme, this role will shape the future of our customer contact centre by identifying and introducing new technologies, automation and AI‑driven solutions to enable our people to deliver greater value through meaningful interactions.

The role will be accountable for day‑to‑day operational performance while simultaneously delivering strategic improvements that enhance efficiency, customer satisfaction, and digital capability.

Key Responsibilities

• Review and drive transformative change to achieve our customer service vision, developing a high-performing contact centre team
• Identify opportunities for technology and automation to allow the team to focus on higher value, human led interactions.
• Review and transform the existing knowledge base into a modern, digital-first resource that is easy to navigate, searchable and accessible.
• Develop and champion a customer-led, first contact resolution culture across the team
• Oversee daily workflow, resource planning, and scheduling to maintain service levels
• Ensure all customer interactions are handled consistently, professionally, and in line with company standards
• Ensure adherence to internal policies, industry regulations, and data protection standards
• Recruit, train, and mentor team members to build capability and resilience
• Manage the performance and development of the team
• Analyse customer complaints to identify improvements to the customer experience and process changes
• Monitor real‑time performance and take proactive action to optimise productivity
• Produce regular performance reports and insights to guide decision-making and inform the business
• Apply Lean methodologies to drive continuous improvement

• Lead a contact centre transformation roadmap, reviewing tools, systems, processes, and customer journeys

• Review best in class contact centre technology and work with the IT team to make recommendations for improvements
• Ensure that customer accessibility is understood and embedded in processes and delivery
• Drive implementation of new solutions, ensuring adoption, training, and continuous improvement.

Skills, Experience and Attributes

 Proven experience managing a contact centre or customer service operation, with multi-channel contact

• Demonstrated success leading teams to achieve KPI-driven targets through positivity, high engagement and accountability

• Strong understanding of contact centre technologies, CRM systems, and workforce management tools.  Experience of working with Salesforce would be desirable
• Experience in driving transformation, implementing new technologies, or leading digital initiatives
• Experience of Lean methodologies
• Excellent analytical skills with the ability to interpret data and drive performance
• Strong communication, coaching, and stakeholder management skills
• Ability to balance strategic planning with hands-on operational leadership.

Benefits & Rewards

We are based in Peterborough and encourage employees to collaborate, innovate, work together and share ideas in our office.

We want people who work with Charis to grow, excel, and learn. We have people who contribute a combination of technical, creative and inter-personal skills across our team, all focused on providing a superior client experience.

We value, support and champion those we work with, promoting personal growth and happiness. We understand that our success is dependent on the collective energy, intelligence and contributions of all our people, and we are committed to ensuring our work environment is the best it can be.

We’re continually reviewing and updating our benefits which include:

• Buying and selling holiday scheme
• Additional holiday for length of service
• Time off for volunteering
• Workplace pension scheme with employer contribution of 5%
• Life assurance of 3x salary
• Cycle to Work Scheme
• Eye examination scheme
• Discount club for local retailer appliances
• Long service awards
• Anniversary recognition
• Company-funded social events
• Access to learning and development opportunities
• Friends and family referral scheme
• Casual Dress Code

To Express Your Interest

If this role sounds of interest to you, we would love to hear from you. In the first instance please share your current CV with a covering letter to humanresources@charisgrants.com.

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