Call Centre Manager – Lead a 50‑Advisor Team

About the role

We are seeking a dynamic Call Centre Manager to lead a busy contact centre in Salisbury, overseeing around 50 advisors. The role combines people leadership, performance management and continuous improvement to deliver a best‑in‑class customer experience.

Key responsibilities

• Lead, coach and develop Team Leaders and their advisor teams.
• Own and deliver core KPIs including SLA, CSAT, quality and productivity.
• Drive continuous‑improvement initiatives to boost efficiency and outcomes.
• Oversee forecasting, workforce planning and resource allocation.
• Build a strong coaching culture and nurture future leaders.
• Collaborate cross‑functionally to improve processes and customer outcomes.

Required profile

• Proven experience managing a contact centre of 40‑100 FTE.
• Strong multi‑layered people leadership and track record of improving KPIs.
• Experience in customer experience, coaching, continuous improvement and operational performance.
• Analytical, data‑driven mindset with experience in forecasting and resource planning.

Required skills

What we offer

• Competitive salary of £50,000 per year.
• 23 days holiday plus bank holidays, plus extra days for birthday and Christmas.
• Volunteering days, pension scheme, health cash plan and eye‑care vouchers.
• Employee Assistance Programme, referral bonuses and social events.
• Professional development pathways, CPD support and wellbeing initiatives.