Contact Centre manager

We are looking for an experienced Contact Centre manager to oversee the operation of our multi-channel Contact Centre delivering the National Careers Service to customers across the South East of England. The role will be a maternity leave cover for 12 months, based at our Ashford Contact Centre for a minimum of 2 days per week, and working from home for the remainder of the time. Ideally the contract will start during August 2024.,

• To lead CXKs Contact Centre (open Mon-Fri 08:00-20:00 and Sat 10:00-17:00) and a team of Virtual Careers Advisers to deliver the National Careers Service, ensuring an efficient, effective and professional service is provided to customers, partners and stakeholders, resulting excellent standards of customer service.


• To lead on all aspects of the Contact Centre operations, ensuring that high-quality information, advice and guidance and follow-up support is delivered to customers through multiple channels (telephone, email, text, webchat and video calls).


• To maximise the performance of the contact centre against defined volumes and performance targets through effective real time management of staff, reporting and managing progress on a weekly basis.


CXK is an award-winning charity that empowers young people and adults to build the skills and confidence they need to move into sustainable education, employment or training. The National Careers Service provides careers information advice and guidance to help people make decisions about learning, training and work.

We are looking for and excellent communicator, with management experience, who is passionate about supporting others to achieve their goals. You will be organised, able to work flexibly and confident using IT, including experience of managing Contact Centre telephony systems, and using a CRM to collect and analyse performance data., Please note that the hours for this role are 37 hrs per week and will include shifts between 8am and 8pm Monday to Friday, and Saturdays 10am-5pm.

To apply for this role, no direct experience is necessary, although experience of working in a contact centre or customer service environment is desirable. Full training and support will be provided.

In return you will receive:

• An extensive handover and induction during August 2024.


• An annual salary of £33,488 - £37,715


• 30-33 days holiday, plus bank holidays (pro-rata).


• Membership of a defined contribution pension scheme, with contributions matched by CXK (up to 10% of annual salary depending on length of service).


• Free personal Life Assurance (3 x annual salary).


• Flexible working arrangements, including home working.