Contact Centre Manager

NRG is delighted to be recruiting an experienced Contact Centre Manager on a 6–9 month fixed-term contract.

This is an exciting opportunity to join the organisation during a period of significant change, as it transitions to a new Target Operating Model.

We are looking for a confident and experienced operational leader who can provide stability, drive performance and lead teams effectively while supporting the wider transformation programme.

As Contact Centre Manager, you will take responsibility for the day-to-day management of contact centre operations, ensuring the continued delivery of high-quality services while supporting changes to operational structures and ways of working.

This is a highly people-focused role requiring strong leadership, advanced employee relations experience and the ability to engage effectively with clinical teams, senior stakeholders and board-level colleagues.

Key responsibilities include:

· Overseeing day-to-day contact centre operations, ensuring service standards, efficiency and performance are maintained.

· Managing operational KPIs, identifying performance trends and implementing improvements where required.

· Providing strong, visible leadership to teams, driving engagement, accountability and a positive working culture.

· Managing complex employee relations matters, providing confident and effective leadership throug...