Contact Centre Manager

Contact Centre Manager
Hatfield – Fully office based
Salary – £45,000

We are looking for a talented Contact Centre Manager to join one of the UK’s most trusted and valued pet insurance providers. This is a full-time, office-based role in Hatfield with a competitive £45,000 salary and an impressive benefits package. Perfect for a leader who thrives on coaching teams, delivering exceptional results, up-selling opportunities and shaping strategy in a customer-centric, fast-growing environment.

What You’ll Be Doing as a Contact Centre Manager:
As Contact Centre Manager, you’ll oversee two talented Team Leaders and a team of around 14, leading both inbound and outbound call functions. You’ll play a pivotal role in enhancing sales outcomes, driving quality conversations, and building a structured, data-led contact centre that’s aligned with the entire customer journey.
You’ll create a culture of excellence, embedding best practices in objection handling, team development, and resource planning, while working closely with marketing, operations, and leadership to deliver a seamless, caring experience for every customer.

Your Key Responsibilities as a Contact Centre Manager:

Coach, mentor, and develop two Team Leaders and their teams
Take ownership of performance metrics across conversion, productivity, and service levels
Leverage data to identify trends, create insightful reporting, and guide decisions
Refine workflows, scripts, and processes to support business growth
Collaborate with marketing and other teams to align contact centre strategy with campaigns and the full customer journey
Contribute to forward-thinking resource planning and operational strategy
Champion quality assurance, compliance, and continuous improvement

What We’re Looking For to be considered for the role of Contact Centre Manager:
We’d love to hear from confident and experienced leaders who are passionate about customer experience and scaling successful teams.

Proven leadership experience in a contact centre or sales-focused service environment
Track record of developing leaders and nurturing team capability
Strong grasp of the customer experience lifecycle and its impact on business growth
Analytical mindset, comfortable using KPIs, data, and tech to drive change
Process-oriented, with experience improving workflows, scripts, or systems
A people-first leader with a coaching style and a values-driven approach
Fully office-based in Hatfield (this is not a hybrid or remote role)

Desirable Skills:

Background in insurance, healthcare, or regulated sectors
Knowledge of FCA compliance in sales interactions
Familiarity with IVR systems, CRM platforms, or lead management tools

Why You’ll Love This Role
This isn’t just another contact centre leadership job, it is a chance to join a company that genuinely values its people, its customers, and the pets it protects.
You’ll enjoy:

25 days’ holiday plus bank holidays
Supportive senior leadership and clear career growth opportunities
A chance to shape strategy and make a meaningful impact
A collaborative, purpose-driven culture where kindness is a core value

Thank you for your interest, please apply or email

Should your application be unsuccessful, your CV will be kept on file for future vacancies.