• Specialism: Pensions & Benefits
  • Job type: Permanent
  • Reference: JO0000051892_1759238158
  • Salary: 45000 - 55000
  • Permanent
  • County Durham
  • Negotiable USD / Year

Alexander Lloyd are seeking an experienced and motivated Contact Centre Manager to lead a member engagement function, overseeing multiple teams to ensure exceptional service delivery, efficient operations, and a culture of continuous improvement.

Key Responsibilities:

  • Operational Oversight: Ensure all channel teams operate effectively, embedding ways of working that drive high performance.
  • Service Delivery: Lead the Member Helpline and Data Capture/Print teams to deliver a first-class service, consistently meeting service level agreements and member-first standards.
  • Resource Management: Use MI and operational insights to forecast resource requirements, proactively manage challenges, and optimise productivity across teams.
  • People Management: Provide regular coaching and feedback through 1-2-1s, performance reviews, and development conversations, ensuring all interactions are of the highest standard.
  • Competency & Development: Maintain and manage team training plans and skills matrices, promoting multi-skilling and mitigating key person risk.
  • Management Reporting: Deliver accurate and timely management information, ensuring team performance and workload visibility for senior stakeholders.
  • Governance: Ensure all processes are effective, compliant, and supported by strong controls, with risks identified and managed proactively.
  • Continuous Improvement: Embed a culture of innovation and improvement, encouraging and implementing new ideas through structured governance channels.
  • Change Delivery: Support and manage change initiatives within your teams, ensuring training, documentation, and resources are in place for successful delivery.

About You:

  • Proven experience in leading operational teams within a service delivery environment.
  • Strong people management skills, with a track record of developing and motivating high-performing teams.
  • Excellent organisational and analytical skills, with the ability to use data and MI to drive decisions.
  • Knowledge of governance, risk management, and compliance frameworks.
  • A continuous improvement mindset with experience in leading change.

The Company offers:

  • A collaborative and supportive working environment.
  • Opportunities to influence and shape the way they deliver their services.
  • Career development and progression opportunities.
  • 15% performance bonus
  • 28 Days annual leave
  • Medical cover
  • Electric Car scheme

Please quote 51892 when calling Aaron at Alexander Lloyd or email them at apu@alexanderlloyd.co.uk. This is only one of many vacancies we are handling, Alexander Lloyd is a specialist within Financial Services recruitment. Areas of expertise include Employee Benefits, Compliance, Pensions, Group Risk, Paraplanners, Sales Support, T&C etc.

Due to the high amount of interest that we receive for each of our roles unfortunately we cannot respond to each application individually, therefore if you do not hear back from one of our consultants you have not been shortlisted for this role. Please continue to check our website www.alexanderlloyd.co.uk for any other roles which may be of interest.

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