Job Description

#internal

#LI-DNI

Please note this vacancy is only available to Birmingham City Council employees.

Contact Centre Manager

Permanent

Grade D - £45,091 – £53,460

Consultation grade - subject to formal evaluation under the Pay Equity Review

Working 36.5 hours per week

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.

Key Responsibilities

• 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

Skills and Experience

Essential:

• 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

Desirable:

• Experience in a regulated or high‑volume contact centre environment
• Knowledge of multiple contact channels (telephone, email, chat, digital)
• Experience managing change or transformation initiatives

Please upload your up-to-date CV via the attachments part of your application, this is required for shortlisting. Unfortunately, we cannot consider any applications without a CV attached

Birmingham City Council is an accredited Disability Confident Leader employer, and we are committed to employing, retaining and developing all of our people.

We want to ensure your recruitment journey with us is a positive and equitable one, so please let us know if there are any reasonable adjustments, additional support, accessibility needs, or if there is any way in which we can support you through your application.

For any informal enquires please contact the Resourcing Team <Resourcing@birmingham.gov.uk>

Proof of Right to work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed.

Sponsorship is not available for this post. Applicants must have the right to work in the UK that does not require employer sponsorship for the duration of the appointment.

Birmingham City Council is committed to safeguarding and promoting the welfare of our citizens and expects all staff and volunteers to share this commitment. You can view our Corporate Safeguarding Policy | Birmingham City Council here.

and Person Specification

Contact Centre Manager-Job Description.pdf

We are a disability confident employer and we encourage applicants with disabilities to apply. We also welcome applications from people with caring responsibilities and flexible working options will be considered.

Proof of Right to work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed. Non-UK applicants (excluding Ireland) may need to apply for a visa from the UK Visas and Immigration (UKVI) and may require a Certificate of Sponsorship from Birmingham City Council for a skilled worker visa (if the job is eligible).