Team Manager - First Contact Team

We have a new opportunity for an experienced Contact Centre Manager to join our First Contact Team (FCT), ensuring exceptional service delivery and positive outcomes for pension scheme members.

This is a high-impact role where you'll drive operational excellence, coach and develop a team of advisors, and ensure all interactions meet strict regulatory standards. You'll play a key role in shaping performance, enhancing capability, and embedding a culture of compliance and continuous improvement.

This role will work on a hybrid basis from our offices in Edinburgh.

What You'll Be Doing

• Lead, coach, and develop a team of contact centre agents, driving performance through regular 1:1s, feedback, and capability plans
• Own operational delivery, ensuring service levels (SLAs), call handling metrics, and first-contact resolution targets are met
• Monitor and improve performance, using data and KPIs to identify trends and implement corrective actions
• Champion compliance, ensuring adherence to regulatory requirements including FCA Consumer Duty and data protection standards
• Drive change and continuous improvement, supporting the adoption of new processes, technologies, and ways of working
• Enhance team engagement and wellbeing, fostering a positive culture and managing absence, retention, and recognition
• Lead recruitment and talent development, identifying high-potential individuals and supporting career progression

What You'll Bring

• Proven contact centre leadership experience, ideally within a financial services or pensions environment
• Strong people management and coaching skills, with a passion for developing others
• Solid understanding of regulatory and compliance frameworks (e.g. FCA, Consumer Duty, data protection)
• Experience managing performance metrics, SLAs, and operational KPIs
• Ability to lead through change and transformation in a fast-paced environment
• Excellent communication and stakeholder management skills

Key Skills & Experience

• Quality assurance and call monitoring expertise
• Performance reporting and data analysis
• Workforce planning and scheduling tools
• Telephony and contact centre systems
• Strong working knowledge of MS Office (especially Excel and PowerPoint)

This is a great opportunity to take on a management role in a critical, customer-facing function.

You will be part of a collaborative team, and will shape the future of service delivery and customer experience.