Contact Centre Manager – Lead with Heart, Drive Performance, and Shape the Future of Pet Insurance
The Animal People Recruitment Company is over the moon to be partnering once again with one of the UK’s most respected and values-led pet insurance providers. Due to continued growth, they’re now seeking a Contact Centre Manager to join their brilliant leadership team and help take their customer experience to the next level.
This is a full-time, office-based role offering a £45,000+ salary and a brilliant suite of benefits, ideal for someone who’s passionate about coaching teams, improving performance, and bringing strategic thinking to a fast-growing, customer-focused function.
The Role
As Contact Centre Manager, you’ll lead two experienced Team Leaders and a wider team of around 14, overseeing both inbound and outbound call environments. You’ll uplift sales performance and call quality while creating a structured, insight-driven contact centre that aligns closely with the wider customer experience journey.
You’ll play a key role in embedding best practice in objection handling, resource planning, and team development, while collaborating across marketing, operations and leadership to ensure a seamless experience across every customer touchpoint.
Key Responsibilities
- Coach, support and develop two Team Leaders and their teams
- Own performance metrics across conversion, service levels and productivity
- Use data to drive decision-making, report insightfully, and identify trends
- Optimise workflows, call scripts and operational processes for scale
- Collaborate with internal teams to align contact centre delivery with marketing campaigns and the full customer journey
- Contribute to strategic planning around people resourcing, tools and infrastructure
- Support quality assurance, compliance, and a culture of continuous improvement
We’re looking for a confident and experienced Contact Centre Manager with a proven track record of leading teams, improving customer journeys, and scaling high-performing functions.
- Previous experience leading a contact centre or sales-focused service team
- Skilled in developing Team Leaders and building capability across large teams
- Strong understanding of the full customer experience lifecycle
- Confident using KPIs, data and tech to guide decisions and influence strategy
- Process-minded with experience improving workflows, scripts or systems
- A warm, values-led communicator with a coaching-first leadership style
- Fully office-based in Hatfield (this is not a hybrid or remote role)
- Experience in insurance, healthcare or regulated sectors
- Understanding of FCA compliance in sales conversations
- Familiarity with IVR systems, CRM tools, or lead management platforms
This is a company that genuinely cares – about its people, its customers, and the pets it protects. As Contact Centre Manager, you’ll be part of a values-led culture where kindness, growth and customer care are at the heart of everything they do.
- 25 days holiday (plus bank holidays)
- Clear career development and support from senior leadership
- Opportunity to shape strategy and make a real difference
- A warm, collaborative, purpose-led environment
If you’re a commercially minded, people-focused Contact Centre Manager looking to make your mark in a growing business that blends purpose with performance, we’d love to hear from you.
Apply now or contact The Animal People Recruitment Company for a confidential discussion.
