Senior Customer Contact Centre Manager

Who we are

Were IAG Loyalty one organisation with two ambitious growing divisions across Loyalty and Holidays. Each has its own goals strategy and team but together were united by a shared vision: to create a more rewarding world of travel and experiences.

Our Loyalty division is home to Avios the global loyalty currency enabling millions of members to collect and spend rewards across travel retail and financial services.

Our Holidays division including British Airways Holidays and Iberia Vacaciones connects customers to thousands of destinations worldwide through seamless end to end travel experiences.

Were on an exciting journey of growth and transformation. Were going places.

The opportunity

This is a senior operational leadership role with responsibility that goes well beyond running the day-to-day contact centre.

As our Senior Contact Centre Manager youll lead a large multi-channel customer contact operation spanning voice digital and back-office services. Youll be accountable for end-to-end operational performance from todays service delivery and capacity decisions through to how our future operating model needs to evolve.

Were looking for someone who can move comfortably between operational detail and strategic leadership. Youll understand the metrics behind a high-performing contact centre but your impact will come from looking beyond them connecting performance workforce customer journeys technology commercial priorities and organisational design to make better decisions for the whole operation.

Youll lead through layers of operational management setting clear direction and creating accountability rather than becoming the person solving every frontline issue. At the same time youll be a senior operational voice across the business influencing Customer Experience Product Technology and Transformation teams and making sure operational implications are understood before decisions are made.

As new digital channels AI-enabled journeys and automation become part of how we serve customers youll help shape what the operation needs to become including the roles capacity models KPIs and leadership approach required to support it.

This is an opportunity for an experienced operational leader who wants broad ownership meaningful influence and the chance to shape a contact centre operating model through a period of significant change.

The Blend

This role is based in our Warrington office in our Loyalty division.

We call our approach to hybrid working The Blendits about giving you the flexibility to choose where you do your best work while staying connected with your team and the wider business.

Youll spend at least two days each week in the office with the rest of your time working from home. Depending on your role and priorities you may also work from one of our other offices or partner locations.

Whatyoullget up to

• Youll set the culture and leadership standard for Customer Contact creating an environment where people understand what great looks like feel accountable for delivering it and are proud of the experience they create for our customers.

• Youll own Customer Contact performance end to end taking accountability for service delivery capacity operational resilience customer outcomes and commercial performance across voice digital and back-office channels.

• Youll be the visible face and senior leader of the contact centre bringing credibility and confidence in your interactions with colleagues and senior stakeholders and being comfortable making clear decisions and standing behind them.

• Youll set the operational direction not just manage the daily numbers translating business priorities into clear operational plans across daily weekly monthly and longer-term horizons.

• Youll lead through your leadership team setting expectations for Operational Leads and Team Managers building accountability at every level and making sure decisions are taken at the right point in the organisation.

• Youll take a whole-system view of the contact centre connecting workforce planning customer demand technology process role design and commercial performance rather than treating them as separate operational disciplines.

• Youll anticipate what is coming next identifying emerging operational risks changes in customer behaviour and future capability requirements rather than relying on reactive interventions when performance changes.

• Youll shape the future operating model considering how new channels automation AI-enabled journeys and changing customer needs should influence roles skills leadership structures capacity and ways of working.

• Youll bring a credible operational voice into cross-functional decision-making partnering with Customer Experience Product Technology and Transformation teams and constructively challenging plans where operational consequences have not been fully considered.

• Youll ensure transformation works in the real world translating new propositions and technologies into sustainable live operations with appropriate staffing processes measures controls and ownership.

• Youll set and champion high standards for quality and customer experience ensuring those standards are understood and consistently delivered across every channel team and level of the operation.

What we need from you

• Youve led large-scale customer contact operations with broad accountability ideally spanning multiple channels customer journeys and operational disciplines rather than a single service area.

• Youre comfortable leading through layers of management setting direction through senior operational leaders and managers rather than relying on your own direct involvement to create a high-performing culture.

• You can demonstrate strategic operational thinking showing how youve anticipated future requirements shaped operating models or influenced longer-term decisions rather than only responding effectively to immediate issues.

• Youve operated beyond frontline delivery with experience owning or materially influencing the wider contact centre operating model including workforce management performance process and technology

• You know how to connect workforce decisions to wider strategy understanding how product changes channel shift automation or new customer journeys can change demand handling times roles and capacity requirements.

• You can simplify complexity for senior audiences turning detailed operational information into clear choices risks and recommendations that support better business decisions.

• You can balance operational excellence with transformation protecting performance today while helping the organisation make the right decisions for tomorrow.

• Youre commercially minded able to balance customer experience operational efficiency cost-to-serve and sustainable performance when making decisions.

• Youre comfortable with ambiguity and accountability able to establish direction and make decisions when there isnt a fully defined answer or leadership roadmap.

We might not be right for you if:

• Youre looking for a role focused mainly on keeping todays operation running smoothly; youll do that here but youll also be expected to shape what the operation needs to become.

• You prefer to lead by staying close to every detail; success in this role means empowering your leadership team while keeping sight of the bigger picture.

• Youd rather receive a fully formed strategy than help create one; this is an opportunity to bring your experience judgement and point of view to an evolving operating model.

• You prefer influencing within a clearly defined remit; this role cuts across teams and priorities so youll need to build credibility and bring people with you.

If you think you have what it takes but dont meet every single point above please do still apply. Wed love to chat and see if you could be a great fit.

Diversity and Inclusion

Our vision is to create a more rewarding world of travel and experiences. Delivering that requires diverse thinking and inclusive leadership.

We are committed to building a workplace where people feel they belong and are valued for their perspective. Inclusion drives better decisions stronger performance and more innovative outcomes.

We actively encourage applications from people with different experiences and backgrounds and are committed to ensuring our recruitment process is fair inclusive and accessible.