Job Description
Contact Centre Manager (FTC to End May 2027) page is loaded Contact Centre Manager (FTC to End May 2027)locations: Swindon, Wiltshire, United Kingdomtime type: Full timeposted on: Posted Todayjob requisition id: R Title: Contact Centre Manager (FTC to End May 2027) This role is FTC until End May 2027 We are seeking an experienced Helpdesk Manager to lead our 24/7 Customer Service team and oversee the delivery of high quality services to Government departments. This role is ideal for someone with a strong background in Contact Centre/Helpdesk environments, excellent leadership skills, and a passion for driving service excellence. Key Responsibilities Service Desk Leadership Lead, mentor, and develop a team of helpdesk management and Operators Manage daily operations of the helpdesk to ensure timely, effective service delivery Oversee staff scheduling, workload distribution, and performance management. Service Delivery & Improvement Develop and maintain service standards, SLAs, and KPIs to ensure consistent service quality. Monitor metrics and performance data to identify trends, recurring issues, and opportunities for improvement. Implement process improvements, automation, and best practices aligned with Contact Centre frameworks. Customer & Stakeholder Engagement Act as the primary escalation point for complex or high priority issues. Communicate effectively with internal stakeholders, providing updates on service performance and incident progress. Maintain a customer-centric focus, ensuring excellent user experiences. Tools & Technology Management Manage helpdesk systems and tools (e.g. Telephony systems, remote support software, monitoring tools). Evaluate and recommend enhancements or new technologies to improve support efficiency. Required Skills & Qualifications Proven experience in a Helpdesk/Contact Centre Manager or customer service support leadership role. Strong understanding of Customer Experience principles and service management best practices. Excellent communication, leadership, and problem-solving skills. Experience working with Helpdesk/Contact Centre platforms Ability to manage multiple priorities, make decisions under pressure, and drive service improvements. We Value Our People - We create diverse, inclusive environments in which each person can feel safe, respected and valued, and where everyone has opportunities to grow and reach their full potential. We Deliver - We are uncompromising in our commitment to deliver innovative, high-quality, technology-led solutions for our customers and exceptional, sustainable value for all our stakeholders. We Are People of Integrity - We value honesty, trust, courage, fairness, prudence and tenacity. We believe doing what's right for the planet, the communities where we work, and our people is good for business. We Empower - We empower our people with a shared purpose, the right tools and the supportive culture they need to be proactive decision-makers, to be adaptive to change, and to succeed. We Are a Team of Teams - We have a will to succeed, but we value the achievements of our team of teams over individual accomplishments. Our collective focus makes us a better, stronger, more effective company.