Contact Centre Manager - Tamworth

£35,000 per annum | Monday-Friday | Leadership Role

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The Best Connection Tamworth - Recruitment Agency

Our client is currently recruiting for an experienced Contact Centre Manager to join their established operations team.

Reporting directly to the Operations Manager, you will take full responsibility for overseeing a team of Service Delivery Coordinators, ensuring exceptional customer service delivery while maximising profitability in line with margin targets.

This is a fantastic opportunity for a commercially minded leader who thrives in a busy, service-driven environment.

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Working Hours

• Monday to Friday

• Shifts between 07:00 - 19:00 (8.5 hour shift)

• Current vacancy: 10:30 - 19:00

• Flexibility required

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Salary

• £35,000 per annum

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The Role

Your focus will be to:

• Lead, manage, coach and develop the Service Delivery Coordinators

• Drive performance against margin KPIs and customer SLAs

• Ensure consistently high standards of customer service

• Maximise profitability through effective job costing and margin control

• Act as a key link between customers, drivers, Account Managers and internal teams

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Key Responsibilities
Team Leadership & Performance

• Performance management to achieve margin KPIs and SLAs

• Conduct 1-2-1s, appraisals and performance reviews

• Manage attendance, sickness and team development

• Monitor calls and coach for service improvement

• Manage team rosters, annual leave and training

Customer & Operational Management

• Act as escalation point for queries, issues and complaints

• Maintain strong relationships with key customers and drivers

• Ensure prompt, professional communication at all times

• Proactively identify and resolve potential service issues

• Monitor and improve communication channels

Commercial & Financial Control

• Full autonomy over costing and charging for all jobs

• Ensure pricing accuracy for customers and drivers

• Handle invoice queries and support invoicing preparation

• Manage driver discrepancy processes

• Work with Account Management and Commercial Teams on cost models

• Maximise job margins and minimise losses

Compliance

• Ensure compliance with statutory law, company policies and health & safety guidelines

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Ideal Candidate

• Previous experience managing a contact centre or service delivery team

• Strong commercial awareness and KPI-driven mindset

• Confident handling escalations and customer complaints

• Experience managing margins, pricing and profitability

• Excellent communication and leadership skills

• Highly organised with the ability to manage multiple priorities

The Best Connection is acting as an Employment Agency in relation to this vacancy.