Contact Centre Service Manager

Description:

As a Contact Centre Service Manager, you will lead, motivate, and inspire your team to consistently achieve service levels, performance targets, and key operational objectives. You’ll play a pivotal role in cultivating a high‑performing environment where colleagues feel supported, empowered, and driven to deliver outstanding results.

You will have full responsibility for customer service delivery and all aspects of people management and development. Through strong leadership, clear communication, and a genuine commitment to your team’s growth, you will guide individuals to reach their full potential. You’ll work closely with each team member to build capability, nurture talent, and foster continuous improvement, ensuring that every customer interaction reflects excellence.

In this role, you will be a part of a strong collaborative team of over 100 professionals, working together to deliver exceptional support. This position includes rotational shifts scheduled on an 8 hour rotation between 8am and 6pm PM Monday- Friday.

Your responsibilities: 

Lead, motivate, develop, and inspire team members.
Active management of team and workload, delivering high level of quality service to support a range of Accounts
Full understanding and application of all relevant Company procedures (for example, Health and Safety and Human Resource policies).
Ensure Performance Management system is operating effectively and that all people processes and procedures are followed.
To ensure operational compliance with Company, regulatory and legislative requirements.
Act as a point of escalation for complaints as and when required.
Make decisions in line with Treating Customers' Fairly principles outlined by the FCA.
To continually monitor and challenge performance to improve customer experience and drive efficiency.
Ensure departmental KPIs and SLAs are delivered and consistently met by using effective resource and contingency planning.
Contribute to area management team, identifying problems, proposing and implementing solutions at a team/area level.
Governance & Oversight and active management of all aspects of quality assurance.
Liaise with other operational teams to improve service/working practices.
Lead local projects and participate in wider projects where required.
Achieve and maintain Overseer competence under FCA guidelines.
Compliance – To ensure that you understand and adhere to the Company Code of Conduct and, where appropriate, comply with all relevant regulatory policies. This includes the completion of any mandatory training requirements.
Financial Controls – Ensure all expenditure commitments and payments are properly authorized, controlled and monitored, in accordance with Capita’s delegated authority requirements.

Your Profile 

Essential skills/knowledge/experience: 

Qualifications - Relevant specific qualifications as required by the business i.e. Attain CF1 and FA1 and FA2; these are not required at start point but will need to be obtained and completed within 3 years.
Experience - At least two years of proven people‑management experience, supported by relevant industry or financial services exposure. Demonstrates an understanding of key regulatory requirements, with financial qualifications considered advantageous. Understanding and attainment of regulatory and Company requirements, including broad knowledge of the client’s Life and Pension Operations
Data Analysis & Regulatory Awareness - Capable of producing and analyzing statistical information to inform decision‑making, with a strong knowledge of Treating Customers Fairly (TCF) outcomes and how they apply across all areas of Customer Service.
Data Interpretation & MI Awareness - Ability to review call‑center KPIs, SLAs, error trends, quality scores, and customer satisfaction insights to inform decisions.
Strong Stakeholder Management Skills - Comfortable liaising with clients, SMEs, quality teams, and operational leaders to align priorities and service delivery.
Proven people development and management capability - communicating effectively both verbally and in writing, displaying an ability to receive and deliver feedback in a constructive manner. Collaborating effectively with senior leaders, technical teams, and external partners.
Ability to motivate, coach and influence colleagues - contributing to a good working atmosphere within one's own team and in dealing with customers internally and externally. Often showing ability to adapt style to different circumstances and people. Ability to develop team capability through structured coaching frameworks, call‑listening feedback, or performance development programs.
Planning and organizational skills - with effective time management
Showing exceptional initiative and resilience - having an open-minded approach to dealing with ideas and suggestions from colleagues and customers
Ability to adapt – able to adapt and be understanding as well as showing personal integrity
Analytical skills and root cause identification - displaying problem solving and decision-making skills applying creativity to complex problems
Effective networking and relationship building skills