Call Centre Manager

About the role

We are seeking an experienced Call Centre Manager to lead a busy, customer‑focused Response Centre in Wirral. You will be responsible for day‑to‑day management of advisors, ensuring enquiries and emergency repair calls are handled efficiently, professionally and with empathy.

Key responsibilities

• Lead, motivate and develop a team of Response Centre Advisors and Senior Advisors.
• Monitor performance against KPIs, SLAs and quality standards.
• Provide coaching, feedback, performance reviews and development support.
• Oversee escalated calls, major incidents and complex customer enquiries.
• Maintain high levels of customer service and accurate call handling.
• Identify training needs and drive continuous improvement.
• Manage attendance, wellbeing, performance and other people‑related matters.
• Support workforce planning to ensure appropriate staffing levels.
• Collaborate with internal teams and clients to sustain strong service delivery.
• Investigate complaints, identify root causes and implement improvements.
• Contribute to recruitment, onboarding and retention of team members.

Required profile

• Previous experience managing a customer service, contact centre or response team.
• Strong leadership, coaching and people‑management abilities.
• Excellent communication, organisation and problem‑solving skills.
• Confidence in managing performance and handling challenging situations.
• Customer‑focused with a calm, professional approach.
• Comfortable working in a fast‑paced operational environment.

Required skills

• Excellent IT skills