Central Bedfordshire College · 1 hour ago
Contact Centre Manager - INTERNAL ONLY
Bedford, IN
Full-time
Onsite
Mid, Senior LevelCentral Bedfordshire College is seeking a Contact Centre Manager to lead and manage their Customer Contact and Admissions department. The role involves overseeing the Contact Centre operations, ensuring high-quality service, managing staff, maintaining data integrity in CRM systems, and driving continuous improvements in customer experience.
Education Management
No H1B
Responsibilities
Lead and manage the Group’s Contact Centre, ensuring a high‑quality information, advice and guidance service that meets customer service standards, KPIs and recruitment/conversion targets
Recruit, train, motivate and performance‑manage staff; ensure accurate enquiry handling, GDPR compliance, consistent procedures and outstanding customer service across all channels
Oversee development, maintenance and data quality of the Group’s CRM system, provide training, ensure system accuracy, manage data audits and support integration with MIS and automated communication processes
Produce weekly/monthly performance reports, analyse enquiry trends, lead Power BI reporting development, create dashboards, and drive continuous improvements to enhance conversion and customer experience
Act as lead for enquiries and admissions when required, collaborate with marketing and academic teams, support events such as Enrolment and Open Days, and uphold safeguarding, EDI, health & safety and training responsibilities
Qualification
Required
GCSE Maths and English (A–C or equivalent)
management qualification
Level 4 IAG (or willingness to complete)
evidence of continuous professional development
experienced in managing teams to achieve targets
delivering impactful customer services
improving service design
using CRM systems to drive performance and data quality
skilled in training individuals and teams
presenting complex information clearly
analysing and presenting data
communicating confidently with diverse stakeholders across multiple channels
strong organisational and IT skills
able to manage resources during peak demand
work under pressure with attention to detail
deliver projects successfully
maintain professional behaviour and appearance
committed to equality, diversity, GDPR compliance, safeguarding, and maintaining appropriate boundaries
flexibility to work evenings/weekends and travel independently across campuses and events
Benefits
27 days annual leave plus Bank holidays
People’s pension
Retail and Leisure Discounts
Excellent professional and personal development opportunities
Accessing college courses
Company
Central Bedfordshire College
Central Bedfordshire College is a general Further Education College based in Dunstable in Central Bedfordshire.
Founded in 1961
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase