Contact Centre Manager

Job Title: Contact Centre Manager Customer Experience Manager

Salary: Circaper annum

Hours per week: 35

Location: At IOSH we embrace hybrid working because we believe its the key to achieving worklife balance strategic success and fostering our collaborative culture. Youll be required to work from our head office in Wigston Leicester a minimum of 2 days per week. The remainder of your working hours will be undertaken from home.

The successful applicant must have the preexisting right to both live and to work in the UK.

Closing date: 28th April 2025

Interview date: 6th May 2025

About the role
This is an exciting time to join IOSH and contribute and influence on the delivery of our new ambitious 5year strategy Activate 2028.

The Contact Centre Manager is responsible for overseeing the daily operations of the customer service centre ensuring exceptional customer service and operational efficiency. Key responsibilities include managing a team leaders and customer service advisors monitoring performance metrics implementing training programs handling escalated customer inquiries and complaints and optimising workflows. The role also involves strategic planning budget management and ensuring compliance with company policies and industry standards. Reporting into the Head of customer service & experience The Contact Centre Manager plays a crucial role in driving customer satisfaction and achieving business goals.

What youll bring

As a Contact Centre Manager youll oversee daily operations ensuring exceptional customer service and operational efficiency across all channels. Youll manage a team of team leaders and advisors driving performance continuous improvement and employee development. Your role includes recruitment training strategy implementation and enhancing the customer experience through insights and action.

Youll contribute to strategic initiatives support crossfunctional teams and manage the adoption of new technologies and process improvements. Youll ensure compliance with policies industry standards and customer satisfaction goals while focusing on KPIs and quality customer service.

Your responsibilities also include fostering a culture of continuous improvement maintaining strong relationships with colleagues and ensuring business continuity. Managing customer complaints and overseeing core projects within the centre as well as crossdepartmental initiatives will be key aspects of your role.

You will also be responsible for developing and maintaining effective relationships with team members peers and colleagues across the business promoting a unified approach. Ensuring business continuity disaster recovery plans and a robust service environment to meet global customer demands will also fall under your remit.

You will oversee core projects and initiatives within the customer service centre and contribute to other projects across membership and commercial ensuring alignment and successful in collaboration with stakeholders.

Essential criteria

• A minimum of 5 years experience in managing contact centre operations is required with a strong emphasis on contact centre management experience.
• Strong leadership skills with demonstrable ability to lead manage motivate and support others to deliver excellent customer service.
• Confident in complaint management and stakeholder Management and demonstrate resilience.
• Strong analytical skills and be able to use data to identify trends and assess customer satisfaction levels
• Proven experience of managing motivating and developing a high performing team with the ability to hold difficult conversations and tackle poor performance.

Whats in it for you

We support our colleagues to bring their best selves to work so they can deliver exceptional outcomes. We do this by offering a comprehensive benefits package including:

• Hybrid working and flexibility to ensure a positive worklife balance
• 25 days annual leave (plus bank holidays) increasing with length of service with the option to buy more
• Private medical insurance and healthcare cash plan covered by IOSH
• Salary sacrifice pension scheme minimum of 3 employee contribution whilst IOSH contribute 5
• Individual performance related pay scheme
• Up to five paid volunteering days per year
• Employee Assistance Programme to support you and your dependents wellbeing

About us

The Institution of Occupational Safety and Health (IOSH) is the worlds Chartered body for safety and health professionals.

We understand that diversity of thought culture perspective and background is essential to our vision. We believe in creating a personal environment where everyone is treated as they wish to be treated. At IOSH you can be yourself no matter who you are.

We are proud to be a disability confident employer and are committed to offering an interview to disabled applicants who best meet the minimum essential criteria for the vacancy.

Find out more about how we advocate for and support health and safety professionals worldwide to create a safer and healthier world of work by visiting .

How to apply
To apply youll need an up to date CV and some additional time to complete the application questions so we can find out more about you and your experience. Just click on the apply button below.

If you want to find out more about IOSH please visit our website. If you have any queries about the role or require any reasonable adjustments to support you with the recruitment process please reach out to .

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore if you are interested please submit your application as early as possible to avoid disappointment.