Contact Centre Manager
#internal
#LI-DNI
Please note this vacancy is only available to Birmingham City Council employees.
Contact Centre Manager
Permanent
Grade D - £45,091 – £53,460
Consultation grade - subject to formal evaluation under the Pay Equity Review
Working 36.5 hours per week
The corporate Contact Centre is seeking an experienced and driven Contact Centre Manager to lead and develop a high‑performing customer contact function. This role is responsible for operational performance, people leadership, customer experience, and continuous improvement across all contact channels.
You will ensure services are delivered efficiently, compliantly, and to a consistently high standard, while creating a positive and inclusive environment for colleagues.
Key Responsibilities
Lead, motivate, and develop contact centre team leaders and advisors to deliver excellent customer service
Own operational performance, including service levels, quality, productivity, and customer satisfaction
Drive performance through clear KPIs, coaching, and regular performance reviews
Ensure compliance with data protection, information security, and internal policies
Identify and implement continuous improvement initiatives to enhance customer outcomes and efficiency
Work collaboratively with internal stakeholders to resolve issues, implement change, and improve services
Liaise frequently with service areas
Skills and Experience
Essential:
Proven experience managing a contact centre or customer service operation
Strong people management and leadership skills
Experience of performance management, quality assurance, and service improvement
Excellent communication and stakeholder management skills
Ability to analyse performance data and translate insight into action
Desirable:
Experience in a regulated or high‑volume contact centre environment
Knowledge of multiple contact channels (telephone, email, chat, digital)
Experience managing change or transformation initiatives
Please upload your up-to-date CV via the attachments part of your application, this is required for shortlisting. Unfortunately, we cannot consider any applications without a CV attached
Birmingham City Council is an accredited Disability Confident Leader employer, and we are committed to employing, retaining and developing all of our people.
We want to ensure your recruitment journey with us is a positive and equitable one, so please let us know if there are any reasonable adjustments, additional support, accessibility needs, or if there is any way in which we can support you through your application.
For any informal enquires please contact the Resourcing Team
Proof of Right to work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed.
Sponsorship is not available for this post. Applicants must have the right to work in the UK that does not require employer sponsorship for the duration of the appointment.
Birmingham City Council is committed to safeguarding and promoting the welfare of our citizens and expects all staff and volunteers to share this commitment. You can view our Corporate Safeguarding Policy | Birmingham City Council here.
Job Description and Person Specification
Contact Centre Manager-Job Description.pdf
We are a disability confident employer and we encourage applicants with disabilities to apply. We also welcome applications from people with caring responsibilities and flexible working options will be considered.
Proof of Right to work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed. Non-UK applicants (excluding Ireland) may need to apply for a visa from the UK Visas and Immigration (UKVI) and may require a Certificate of Sponsorship from Birmingham City Council for a skilled worker visa (if the job is eligible).
Apply To This Job
#LI-DNI
Please note this vacancy is only available to Birmingham City Council employees.
Contact Centre Manager
Permanent
Grade D - £45,091 – £53,460
Consultation grade - subject to formal evaluation under the Pay Equity Review
Working 36.5 hours per week
The corporate Contact Centre is seeking an experienced and driven Contact Centre Manager to lead and develop a high‑performing customer contact function. This role is responsible for operational performance, people leadership, customer experience, and continuous improvement across all contact channels.
You will ensure services are delivered efficiently, compliantly, and to a consistently high standard, while creating a positive and inclusive environment for colleagues.
Key Responsibilities
Lead, motivate, and develop contact centre team leaders and advisors to deliver excellent customer service
Own operational performance, including service levels, quality, productivity, and customer satisfaction
Drive performance through clear KPIs, coaching, and regular performance reviews
Ensure compliance with data protection, information security, and internal policies
Identify and implement continuous improvement initiatives to enhance customer outcomes and efficiency
Work collaboratively with internal stakeholders to resolve issues, implement change, and improve services
Liaise frequently with service areas
Skills and Experience
Essential:
Proven experience managing a contact centre or customer service operation
Strong people management and leadership skills
Experience of performance management, quality assurance, and service improvement
Excellent communication and stakeholder management skills
Ability to analyse performance data and translate insight into action
Desirable:
Experience in a regulated or high‑volume contact centre environment
Knowledge of multiple contact channels (telephone, email, chat, digital)
Experience managing change or transformation initiatives
Please upload your up-to-date CV via the attachments part of your application, this is required for shortlisting. Unfortunately, we cannot consider any applications without a CV attached
Birmingham City Council is an accredited Disability Confident Leader employer, and we are committed to employing, retaining and developing all of our people.
We want to ensure your recruitment journey with us is a positive and equitable one, so please let us know if there are any reasonable adjustments, additional support, accessibility needs, or if there is any way in which we can support you through your application.
For any informal enquires please contact the Resourcing Team
Proof of Right to work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed.
Sponsorship is not available for this post. Applicants must have the right to work in the UK that does not require employer sponsorship for the duration of the appointment.
Birmingham City Council is committed to safeguarding and promoting the welfare of our citizens and expects all staff and volunteers to share this commitment. You can view our Corporate Safeguarding Policy | Birmingham City Council here.
Job Description and Person Specification
Contact Centre Manager-Job Description.pdf
We are a disability confident employer and we encourage applicants with disabilities to apply. We also welcome applications from people with caring responsibilities and flexible working options will be considered.
Proof of Right to work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed. Non-UK applicants (excluding Ireland) may need to apply for a visa from the UK Visas and Immigration (UKVI) and may require a Certificate of Sponsorship from Birmingham City Council for a skilled worker visa (if the job is eligible).
Apply To This Job