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
Requirements
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.
How to apply
If you are interested in this role, then we'd love to hear from you. Please go ahead and click apply and submit your resume with appropriate contact information.
If there are any reasonable adjustments we can make to the recruitment process to ensure it is accessible to you, we encourage you to reach out to us.
Benefits
Health insurance
Additional Information
About Aptia
Founded to shape the future of pensions, health, and insurance solutions, Aptia is a leading professional services firm dedicated to simplifying complexity for businesses and individuals. We bring together cutting-edge technology and deep industry expertise to help organisations navigate an evolving landscape with clarity and confidence.
With a presence in the US, UK, India, and Portugal, we support over six million people and more than 1,100 clients, delivering solutions that drive efficiency, enhance financial security, and provide peace of mind.
Our strength lies in the combination of smart technology and expert teams, ensuring that managing pensions, health, and insurance is more effective. By focusing on innovation, accessibility, and client success, we help businesses take care of their people, so they can focus on what they do best.
And we are expanding. Aptia Group is not only fueled by our investors' backing but also by our commitment to foster the growth and success of our people. At Aptia, we're investing heavily in learning and development, paving unique career paths for our colleagues.
Specialist. Responsive. Thoughtful. Our values aren't just words; they are the backbone of our business. Our team embodies our values daily, to surpass client expectations, evolve constantly and nurture genuine relationships for the long-term.
Job requirements
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 is a hybrid working position aligned to our offices in Edinburgh.
Aptiagroup · Edinburgh, UK