Contact Centre Manager

Job description

#internal #LI-DNI Please note this vacancy is only available to Birmingham City Council employees. Contact Centre Manager Permanent: Grade D - £45,091 – £53,460 Consultation grade - subject to formal evaluation under the Pay Equity Review Working 36.5 hours per week: The corporate Contact Centre is seeking an experienced and driven Contact Centre Manager to lead and develop a high‑performing customer contact function. This role is responsible for operational performance, people leadership, customer experience, and continuous improvement across all contact channels. You will ensure services are delivered efficiently, compliantly, and to a consistently high standard, while creating a positive and inclusive environment for colleagues. Key Responsibilities: - Lead, motivate, and develop contact centre team leaders and advisors to deliver excellent customer service - Own operational performance, including service levels, quality, productivity, and customer satisfaction - Drive performance through clear KPIs, coaching, and regular performance reviews - Ensure compliance with data protection, information security, and internal policies - Identify and implement continuous improvement initi...