Senior Contact Centre Manager
Posted 4 days ago by Victoria and Albert Museum
£45,000 Per year
Undetermined
Undetermined
London Area, United Kingdom
Summary: The Senior Contact Centre Manager will lead a skilled team to deliver exceptional service to the public, ensuring enquiries are handled efficiently and proactively. This role involves setting service standards, monitoring performance, and driving continuous improvement to enhance customer satisfaction. The ideal candidate will possess strong leadership skills and a passion for public service, with a focus on quality and consistency. This position offers an opportunity to make a significant impact in a customer-focused environment.
Key Responsibilities:
- Leading and motivating a high performing contact centre team
- Setting and maintaining customer service standards
- Monitoring performance against key service levels and KPIs
- Driving efficiency through effective processes and ways of working
- Promoting a culture of continuous improvement and service excellence
Key Skills:
- Positive, people-focused leadership with a passion for exceptional visitor experiences
- Experienced people manager with strong leadership skills in customer-facing environments
- Experience managing recruitment and complex HR processes
- Understanding of excellent multi-channel customer service and handling escalations
- Proven experience using data to monitor, analyse and improve performance
- Track record of simplifying workflows and embedding new ways of working
- Alignment with values of Sustainability, Equity, Creativity, Collaboration and Generosity
- Strong analytical and problem-solving skills
- High emotional intelligence and openness to feedback
Salary (Rate): £45,000.00 yearly
City: London Area
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: Senior
Industry: Other
The Role
We are looking for an experienced Senior Contact Centre Manager to deliver first class service to the public. In this role, you will lead an established and skilled contact centre team. You are responsible for ensuring public enquiries are handled in a welcoming, proactive and efficient manner. You will set clear service standards and inspire high performance, to ensure an exceptional customer experience at all times. You will be accountable for meeting key service levels and driving continuous improvement. Through effective leadership and efficient working practices, you will embed a culture focused on quality, consistency and customer satisfaction.
Key responsibilities include:
- Leading and motivating a high performing contact centre team
- Setting and maintaining customer service standards
- Monitoring performance against key service levels and KPIs
- Driving efficiency through effective processes and ways of working
- Promoting a culture of continuous improvement and service excellence
This is an excellent opportunity for a customer focused leader who is passionate about delivering outstanding public service and making a real impact.
What we’re looking for
- A positive, people-focused leader with a genuine passion for delivering exceptional visitor experiences.
- An experienced people manager with strong leadership skills gained in customer-facing or contact-centre environments.
- Experience managing recruitment and handling complex HR processes.
- A clear understanding of what excellent multi-channel customer service looks like, with confidence handling escalations and advising senior museum staff on complaints.
- Proven experience using data to monitor, analyse and improve performance.
- A track record of simplifying workflows or processes and successfully embedding new ways of working.
- Demonstrates alignment with and commitment to our values of Sustainability, Equity, Creativity, Collaboration and Generosity.
- Strong analytical and problem-solving skills, able to step back, see the wider context and identify root causes rather than treating symptoms.
- High emotional intelligence, showing sincerity with visitors and colleagues, openness to others’ views and the ability to receive and respond thoughtfully to feedback.
What’s in it for you?
- 29 days of holiday + public holidays each year
- 5.5% employee pension contribution, 10% employer pension contribution (post-probation)
- Life assurance scheme (to value of 4 x annual salary)
- Family-friendly policies e.g. enhanced maternity + paid carers leave
- Free sanitary products for all employees across our sites
- Free entrance to many major museums and exhibitions
- Benefits platform offering discounts at major retailers & many more
Full job description and list of benefits on our website
When do applications close? 13 May @ 23:59