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Skip Navigation LinksMerseytravel > About Us > Careers & Development > Contact Centre Manager

 Contact Centre Manager

Contact Centre Manager

Main Duties:
Customer Delivery
Contact Centre Manager
£35,964 – £39,303 (SCP 33 - 36)
An exciting opportunity has arisen within our Contact Centre team for the post of Contact Centre Manager.
Based at Liverpool One Bus Station; our Contact Centre handles over 400,000 calls per annum and acts as a first point of contact for all email and social media enquiries for our organisation.  Working as part of a wider Customer Delivery team, the successful candidate will oversee a range of key customer services across the region.  Annually, the team facilitate over 26 million journeys through the Mersey Tunnels, manage over 2m commercial bus departures from across our regions bus stations and operate the Mersey Ferries services – carrying over 600,000 passengers.  Our 6 Travel centres across the region receive nearly 3m visitors per annum accessing our public transport information and ticketing services.  Working over a 5 day period, Monday to Friday, the post holder will act as the lead officer for all Contact Centre services.
As a Contact Centre Manager, you will be directly responsible for the performance management of approximately 20 staff and all Contact Centre functions as summarised above.  You will be required to make reactive operational decisions in all our of customer facing services, as well as strategically develop our Contact Centre - ensuring our operations remain efficient and our customer services excel beyond expectations.  Ideally, the post holder will have experience in managing a busy multi-channel Contact Centre, will have drive and determination to deliver, a real passion for customer service, be resilient in their approach and possess demonstrable leadership skills for what is a key delivery role for the organisation.
Application forms and further details are available from The HR Division, Merseytravel, PO Box 1976, Liverpool, L69 3HN, or by visiting our website at
Completed application forms can be sent to:
Closing date:  Thursday 22 August 2019 at 3.00pm
If you would like impartial advice and support with an application please contact a member of the Learning team.  They will be able to help with your application form and offer assistance with interview skills and techniques.
This information can be provided in alternative formats on request


 Role Description

 Conditions of Contract

 Application Form

Experience Required:


Vacancy Background:
Division:Customer Delivery

Salary:£35,964 – £39,303

Closing Date: