Contact Centre Manager / CX ManagerSalisbury£50,000 and BenefitsThe RoleThis is a fantastic opportunity to lead a contact centre operation of around 50 advisors, driving performance, shaping customer experience, and embedding a culture of continuous improvement.You''ll lead a team of Team Leaders, alongside Quality and Project functions, ensuring consistent delivery of excellent service and operational performance.What You''ll Be DoingLead, coach, and develop Team Leaders and their teamsOwn and deliver key KPIs (SLAs, CSAT, quality, productivity)Drive a best-in-class customer experience across all touchpointsLead continuous improvement initiatives to enhance efficiency and outcomesOversee forecasting and workforce planningBuild a strong coaching culture and develop future leadersWork cross-functionally to improve processes and customer outcomesWhat We''re Looking ForProven contact centre leadership experience (40-100 FTE)Strong people leadership across multi-layered teamsTrack record of delivering and improving KPIsExperience in customer experience, coaching, continuous improvement, and operational performanceStrong analytical and data-driven approachExperience in forecasting and resource planningWhy Join Us?Competitive salary23 days holiday + bank holidaysExtra days off for your birthday and ChristmasVolunteering daysCompany pension schemeHealth cash plan and eye care vouchersEmployee Assistance Programme (EAP)Colleague referral and business introduction bonusesSocial events