Call Centre Manager

Are you a passionate leader who thrives in a fast-paced, people-focused environment? Do you want to be at the heart of a mission-driven organisation that empowers individuals and seeks to support and transform communities?

POhWER is looking for a Call Centre Manager to lead our dynamic contact centre team in Digbeth. This is more than just a management role it s a chance to shape the future of advocacy and information services, drive innovation, and make a lasting difference.

The Call Centre Manager will oversee the daily operations of our busy Help Hub. You ll lead a talented and committed team, optimise systems and processes, and champion service excellence. Your strategic thinking and hands-on leadership will ensure our clients and stakeholders receive the highest quality support, while your vision will help us embrace digital transformation and continuous improvement.

What you ll do:

1. Lead and inspire a committed team in a busy contact centre environment.
2. Develop and implement strategies to enhance client experience and stakeholder engagement.
3. Drive innovation through digital solutions that improve efficiency and service delivery.
4. Ensure compliance, performance, and a positive workplace culture.
5. Be a key player in shaping the future of customer care at POhWER.

Hours of Work: Full-time 37 hours working across Monday Friday 9am 5pm (Working patterns to be discussed)

Location: Office Based Birmingham

Salary: £38-40,000 per annum, dependent on experience

Contract Type: Permanent

Call Centre Manager Requirements:

1. Proven experience managing a contact centre or similar client-focused service environment.
2. Strong knowledge of digital contact centre technologies and CRM systems.
3. Excellent leadership and staff development skills with the ability to motivate teams.
4. Good IT and data analysis skills to monitor performance and implement improvements.
5. Experience working within the public or third sector is desirable.

Benefits:

1. 25 days annual leave + Bank holiday (Rising to 30 days after 5 years service) with the option to buy or sell up to 5 days leave + your birthday off as an additional holiday day after 1 years service!
2. Discretionary shutdown days at Christmas with up to 4 additional days leave.
3. 1 Community Leave Day per annum.
4. Cash Wellbeing Healthcare Plan which covers Optical/dental/alternative therapy and more!
5. Auto enrolment Pension plan.
6. Death in service cover.

About POhWER: Who We Are and What We Do

At POhWER, we are dedicated to promoting equality, challenging unfairness, and providing high-quality information, advice, and advocacy services for disadvantaged and vulnerable individuals. We are a registered charity operating across England and believe in giving people a voice and ensuring it is heard.

As an inclusive employer, you would be working with a great team that provide a comprehensive induction and training programme with ongoing support for your continued development.

If you think you have what it takes to excel as a Call Centre Manager, don t wait! Apply now!

Closing Date: 9am, Thursday 9th October 2025 we reserve the right to close applications early.

Interview Dates: TBC (Via Teams/Zoom)

A DBS check and National Offender Management Service vetting will be conducted for this position.

We re proud to support our colleagues from the armed forces signing the Armed Forces Covenant in August 2024.

POhWER is an equal opportunities employer, holder of the Investors in People Silver award, and a member of the MINDFUL EMPLOYER scheme. We are a level 2 Disability confidence scheme employer, and disabled applicants who meet all the essential criteria will be guaranteed an interview.

POhWER is committed to equality, diversity, and inclusion. We encourage applications from all backgrounds, cultures, and abilities, and particularly welcome candidates from groups currently underrepresented in our workforce. Our goal is to foster an inclusive environment where everyone feels valued and empowered to contribute. This includes, but is not limited to, people with disabilities, women, men, Black, Asian and other racially minoritised people, LGBTQ+ who are currently under-represented in our workforce.

To help embed inclusion for all, from day one, we offer a range of family friendly, inclusive employment policies, flexible working arrangements and employee networks to support people from different backgrounds.