Birmingham City Council

Role Description The corporate Contact Centre is seeking an experienced and driven Contact Centre Manager to lead and develop a high‑performing customer contact function. This role is responsible for operational performance, people leadership, customer experience, and continuous improvement across all contact channels. You will ensure services are delivered efficiently, compliantly, and to a consistently high standard, while creating a positive and inclusive environment for colleagues. - Lead, motivate, and develop contact centre team leaders and advisors to deliver excellent customer service - Own operational performance, including service levels, quality, productivity, and customer satisfaction - Drive performance through clear KPIs, coaching, and regular performance reviews - Ensure compliance with data protection, information security, and internal policies - Identify and implement continuous improvement initiatives to enhance customer outcomes and efficiency - Work collaboratively with internal stakeholders to resolve issues, implement change, and improve services - Liaise frequently with service areas Qualifications - Proven experience managing a contact centre or customer service operation - Strong people management and leadership skills - Experience of performance management, quality assurance, and service improvement - Excellent communication and stakeholder management skills - Ability to analyse performance data and translate insight into action Requirements - Experience in a regulated or high‑volume contact centre environment (Desirable) - Knowledge of multiple contact channels (telephone, email, chat, digital) (Desirable) - Experience managing change or transformation initiatives (Desirable) Benefits - Birmingham City Council is an accredited Disability Confident Leader employer - Commitment to employing, retaining and developing all of our people - Flexible working options will be considered