Team Manager - First Contact Team

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.

What You’ll Be Doing

• 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

What You’ll Bring

• 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.

Aptia is committed to creating a diverse, inclusive and equitable work environment. At Aptia, fostering an equitable and inclusive environment for all our people to flourish is a priority. We are an equal opportunity employer and aim to attract and retain the best people without attention to age, background, disability, ethnic origin, family duties, political affiliation, race, religion, gender and sexual orientation.

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.

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