Contact Centre Manager

Utilita Energy Ltd; United Kingdom; On-site; GBP 46,000 - GBP 55,000; Full time

Job summary

A leading energy provider in the UK seeks a Contact Centre Manager to oversee the daily operations of the contact centre. The successful candidate will lead and develop customer service teams, ensuring high-quality service and operational efficiency. With a strong focus on data-driven performance management, you will analyze trends and implement continuous improvement strategies. Enjoy a competitive salary with bonuses, generous leave, private healthcare, and other perks, all in a supportive and inclusive work environment.

Benefits

Structured bonus scheme

25 days’ leave plus bank holidays

Access to private healthcare

Onsite gym access

Paid volunteering day

Generous pension contribution

Qualifications

• Proven experience in leading a high-volume contact centre operation.
• Strong background in customer-focused environments.
• Confident leadership skills to motivate and influence teams.
• Ability to analyze real-time and historical data.

Responsibilities

• Oversee the day-to-day running of the contact centre.
• Lead and develop Customer Service Managers.
• Ensure smooth daily operations through resource planning.
• Drive continuous improvement via performance targets.

Skills

Leadership

Data analysis

Customer service

Communication

Problem-solving

Job description

Contact Centre Manager page is loaded## Contact Centre Managerlocations: Chandlers Ford, UKtime type: Full timeposted on: Posted Todaytime left to apply: End Date: February 20, 2026 (30 days left to apply)job requisition id: JR100755Contact Centre Manager**Role:** Contact Centre Manager **Salary:** £55,000 with a discretionary 15% bonus **Location:** Chandlers Ford/Remote – 2 days onsite in head officeIf your someone who thrives on balancing people leadership with data‑driven performance, we want to hear from you!**The Role**As a Contact Centre Manager at Utilita, you’ll oversee the day‑to‑day running of our contact centre, ensuring every interaction reflects our commitment to customer first and outstanding service.You will lead and develop our Customer Service Managers to deliver outstanding customer interactions while embedding a positive, collaborative, customer‑focused culture. You’ll ensure smooth daily operations by managing resource planning, scheduling and monitoring performance dashboards.The role drives continuous improvement by setting clear performance targets, analysing trends and providing insights that shape our customer service strategy. A strong focus on data‑driven performance underpins every aspect of the role, including analysing real‑time and historical data and producing actionable reports.**What We’re Looking For*** Proven experience of leading a high‑volume contact centre operation* Strong background in customer‑focused and service‑driven environments* Confident leadership with the ability to motivate, influence, and develop teams* A data‑driven approach to performance management and operational decision‑making* Excellent communication and stakeholder engagement skills* A demonstrated ability to drive continuous improvement and operational efficiency* Strong problem‑solving capability and the ability to make informed decisions at pace**The Important Things!**Join a company that truly invests in you. Enjoy a structured bonus scheme, clear career and development opportunities.Recharge with 25 days’ leave, plus bank holidays, access private healthcare, mental wellbeing support, and 24/7 GP and counselling services. Our Chandlers Ford office offers access to a free, fully equipped onsite gym, along with showers and changing facilities.Win tickets to top events through the Utilita Arenas, enjoy exclusive discounts, and give back with a paid volunteering day. Plus, benefit from a generous pension contribution.We’re more than a workplace, we’re a place to thrive.*Our employees, just like our customers, come from all walks of life, and we’re fuelled in championing diversity, inspiring an inclusive culture, and enabling an environment where you can be your authentic self.***The Luxion Group comprises of the following companies – Luxion Group Ltd, Utilita Energy Ltd, Luxion Sales Ltd, Utilita Field Services Ltd, Procode Technology Ltd and Canary Care Global Ltd.**As the first energy company to install a smart meter, we’ve helped millions to save £££s on their energy. With personalised energy saving advice, top-notch customer service and our award-winning app, My Utilita, it’s no reason we’re the UK’s #1 PAYG energy supplier.But smart tech isn’t what got us to where we are – that’s down to great people. Our core values drive our innovation to keep us ahead of the curve and pass down the benefits to our customers. We’re always looking for people who share our vision of Smart, Fair and Sustainability.