Contact Centre Manager - Kate+Co : Job Details

Contact Centre Manager Hatfield – Fully office based Salary - £45,000  We are looking for a talented Contact Centre Manager to join one of the UK’s most trusted and valued pet insurance providers. This is a full-time, office-based role in Hatfield with a competitive £45,000 salary and an impressive benefits package. Perfect for a leader who thrives on coaching teams, delivering exceptional results, up-selling opportunities and shaping strategy in a customer-centric, fast-growing environment.  What You’ll Be Doing as a Contact Centre Manager:As Contact Centre Manager, you’ll oversee two talented Team Leaders and a team of around 14, leading both inbound and outbound call functions. You’ll play a pivotal role in enhancing sales outcomes, driving quality conversations, and building a structured, data-led contact centre that’s aligned with the entire customer journey.You’ll create a culture of excellence, embedding best practices in objection handling, team development, and resource planning, while working closely with marketing, operations, and leadership to deliver a seamless, caring experience for every customer.  Your Key Responsibilities as a Contact Centre Manager:

• Coach, mentor, and develop two Team Leaders and their teams
• Take ownership of performance metrics across conversion, productivity, and service levels
• Leverage data to identify trends, create insightful reporting, and guide decisions
• Refine workflows, scripts, and processes to support business growth
• Collaborate with marketing and other teams to align contact centre strategy with campaigns and the full customer journey
• Contribute to forward-thinking resource planning and operational strategy
• Champion quality assurance, compliance, and continuous improvement

  What We’re Looking For to be considered for the role of Contact Centre Manager:We’d love to hear from confident and experienced leaders who are passionate about customer experience and scaling successful teams.

• Proven leadership experience in a contact centre or sales-focused service environment
• Track record of developing leaders and nurturing team capability
• Strong grasp of the customer experience lifecycle and its impact on business growth
• Analytical mindset, comfortable using KPIs, data, and tech to drive change
• Process-oriented, with experience improving workflows, scripts, or systems
• A people-first leader with a coaching style and a values-driven approach
• Fully office-based in Hatfield (this is not a hybrid or remote role)

 Desirable Skills:

• Background in insurance, healthcare, or regulated sectors
• Knowledge of FCA compliance in sales interactions
• Familiarity with IVR systems, CRM platforms, or lead management tools

  Why You’ll Love This RoleThis isn’t just another contact centre leadership job, it is a chance to join a company that genuinely values its people, its customers, and the pets it protects.You’ll enjoy:

• 25 days’ holiday plus bank holidays
• Supportive senior leadership and clear career growth opportunities
• A chance to shape strategy and make a meaningful impact
• A collaborative, purpose-driven culture where kindness is a core value

  Thank you for your interest, please apply or email Should your application be unsuccessful, your CV will be kept on file for future vacancies.