Contact Centre Operations Manager

Job Description

Contact Centre Operations Manager

Shape and lead NFU Mutual’s Contact Centre multi channel operations plan, setting a clear plan, leading operational effectiveness, driving productivity and challenging the status quo. Build high performing teams, develop capability, and create a positive, engaging culture that drives long term operational success. Hybrid working with up to 80% homeworking and 20% based our Glasgow office.

About the role

It’s an exciting time to join our Digital&Direct team at NFU Mutual. We’re modernising how our Direct customers buy and manage their Home, Motor, Equine and Commercial (micro and SME) insurance across multiple channels, all while maintaining the market leading customer satisfaction and retention we’re known for. You’ll be part of a team that’s key to driving the next phase of our Direct business growth story.

We’re looking for an experienced Operations Manager who has significant experience of leading and driving operational excellence. In this critical role, you’ll define and lead the delivery of our multi channel contact centre operations plan, driving operationally efficient, compliant, customer focused service across Direct multi channel journeys.

You bring deep understanding of operational governance, risk, and quality assurance, and you’re confident leading teams to deliver consistently excellent outcomes aligned to a clear strategic vision. With experience managing operational budgets and workforce planning, you know how to drive workforce productivity while keeping your teams engaged, supported, and performing at their best. You’re skilled at building capability through effective onboarding, training, and competency frameworks, and you create environments where people can thrive. Collaborative and commercially driven, you work seamlessly with colleagues across the business to improve processes, enhance the customer experience, and deliver operational excellence.

Additionally, you will have leadership responsibility for a team of circa 30, including 5 direct reports, ensuring that they understand our strategy, are working to a clear delivery roadmap. You will oversee management information, reporting and workforce management, governance, quality assurance, training and development and contact centre comms and engagement and drive new initiatives which challenge the status quo based on your previous career experiences.

About You

You’re an accomplished operational leader with proven experience running and optimising large, multi channel contact centre operations of 200+ FTE within general insurance or financial services ideally, or a regulated environment. You bring strong workforce planning expertise, skilled in forecasting, scheduling, capacity planning, and resource optimisation and you’re confident managing substantial operational budgets of £10m+. With a solid understanding of end to end general insurance processes, you combine technical depth with an ability to drive governance, controls, and quality assurance frameworks that consistently deliver strong customer outcomes.

Key Qualifications

• Experience of driving contact centre transformation to support large scale growth cost efficiently.




• The ability to be collaborative, resilient, and commercially aware, you ensure operational readiness, champion service quality, and help shape a best in class multi channel contact centre operation.




• The ability to drive continuous improvement, you bring a proactive, solutions focused mindset and a track record of achieving stretching KPIs.




• Influential communication skills, you can engage senior stakeholders, lead teams through change, and create a high performing, empowered culture.

Equal Employment Opportunity

At NFU Mutual, we support an inclusive workplace and value all the differences that make us unique. We celebrate the creativity and innovation that comes from diverse perspectives and experiences and share a common vision of doing the right thing for our customers and employees. We recognise that some candidates may experience barriers during the recruitment process. So, we encourage candidates to discuss any adjustments or accommodations they need to be the best they can be throughout our recruitment process. We’re proud to be a Disability Confident Employer, a Race at Work and Women in Finance Charter signatory and welcome applications from people of all backgrounds, regardless of age, ethnicity, disability, neurodiversity, gender, religion, marital status, sexual orientation or socioeconomic background.

Benefits and Rewards

• Salary – up to £75,000 depending on experience.




• Annual bonus (up to 25% of salary).




• Contributory pension scheme, up to 20%, including your 8% contribution.




• 28 days annual leave + bank holidays + buy/sell/save holiday trading scheme.




• A Family Friendly policy that helps you balance your work and family responsibilities.




• Private medical insurance + options to add family members.




• Access to savings at High Street brands, travel and supermarkets.




• £20 contribution to a monthly gym membership – subject to T&Cs.




• Health and wellbeing plan – cashback for dentist, opticians, physio and more.




• Employee Volunteering – volunteer in the community for one day each year.




• Unlimited access to Refer a Friend £500 bonus scheme.




• Life Assurance cover of 4 salary.




• Employee discounts of 15% on a range of NFU Mutual insurance policies.




• Salary sacrifice employee car scheme – subject to eligibility.