Job Description:

Call Centre Manager - Wirral

We are looking for an experienced Call Centre Manager to lead a busy customer-focused team, ensuring the highest levels of service, performance and operational delivery.

You will have responsibility for the day-to-day management of the Response Centre Advisors and Senior Advisors, ensuring customer enquiries and emergency repair calls are handled efficiently, professionally and with empathy.

Key Responsibilities

• Lead, motivate and develop a team of Response Centre Advisors and Senior Advisors.
• Monitor performance against agreed KPIs, SLAs and quality standards.
• Provide regular coaching, feedback, performance reviews and development support.
• Oversee escalated calls, major incidents and complex customer enquiries.
• Ensure consistently high levels of customer service and accurate call handling.
• Identify training needs and opportunities for continuous improvement.
• Manage attendance, wellbeing, performance and other people-related matters.
• Support workforce planning and ensure staffing levels meet operational requirements.
• Work closely with internal teams and clients to maintain strong service delivery.
• Investigate complaints and recurring issues, identifying root causes and implementing improvements.
• Contribute to recruitment, onboarding and retention of team members.

About You

• Previous experience managing a customer service, contact centre or response team.
• Strong leadership, coaching and people-management skills.
• Excellent communication, organisation and problem-solving abilities.
• Confident managing performance and handling challenging situations.
• Customer-focused with a calm and professional approach.
• Comfortable working in a fast-paced operational environment.
• Excellent IT skills

Hours: 37.5 hours per week working across Monday - Sunday, on a 3-week rotational shift pattern

Email your CV today to be considered - if you do not hear from us within 5 working days, please assume you have not been successful.



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