Call Centre Manager

Knaresborough

Up to £50,000 + Benefits

Full-time | Maternity Cover

We are currently recruiting for an experienced Call Centre Team Leader to join a well-established and growing professional services organisation based in Knaresborough. This is a fantastic opportunity for a proven leader to take ownership of a high-performing team and drive operational excellence across the sales support function.

The Role

Reporting into the Managing Director, you will be responsible for leading the Sales Support function, ensuring a seamless, efficient, and customer-focused service across the business.

Key responsibilities include:

• Leading, coaching, and developing the Sales Support team to achieve KPIs and deliver outstanding service
• Managing day-to-day operations, driving efficiency and continuous improvement
• Reviewing and optimising processes to reduce rework and improve turnaround times
• Monitoring performance metrics and reporting into senior leadership
• Acting as a key liaison between sales, internal teams, and external lender partners
• Managing escalations and ensuring a high standard of customer experience
• Ensuring compliance with FCA regulations and internal policies
• Supporting business strategy and contributing to operational and process improvements

About You

• Proven experience in a senior sales support / operations leadership role
• Strong people management skills, with the ability to inspire and motivate teams
• Experience working within financial services (highly desirable)
• Strong understanding of operational processes, KPIs, and performance management
• Ability to manage multiple stakeholders and build strong relationships
• Commercially aware with a proactive, solutions-focused approach
• Experience working in a regulated environment (FCA knowledge advantageous)

Why Apply?

• Opportunity to lead and shape a key function within a growing business
• Work closely with senior leadership and influence strategy
• Supportive and collaborative team culture
• Competitive salary and benefits package

This role is available immediately, with interviews taking place shortly.