Contact Centre Operations Manager

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 .

Please note, this role is known internally as Digital & Direct Operations Manager

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.  

To join our team, you must also have. 

• Experience of driving contact centre transformation to support largescale 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. 

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

When you join our team, you can expect a supportive culture and an attractive range of rewards and benefits including:   

• 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 x salary


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


• Salary sacrifice employee car scheme - subject to eligibility

Working at NFU Mutual

We’re one of the UK’s leading general insurance and financial services organisations, and for over 110 years we’ve put our customers at the heart of everything we do. Our people are just as important to us, so we’re proud to be recognised as “a great place to work”.

Our Gallup Exceptional Workplace 2025 award was not only awarded with Distinction, but it also marked us as the first UK based company to earn a Gallup Exceptional Workplace award for ten consecutive years. We’ve also been consistently recognised by Glassdoor. We appeared in the Glassdoor Best Places to Work UK list in 2023, 2024 and 2026 — and in 2026, we were the highest ranked insurance business in the UK, highlighting our strong employee experience and the positive feedback our people share on the platform.

Additionally, we were named in the LinkedIn Top 15 Companies 2025 list of “Best midsize employers to grow your career in the UK”, and we’ve been certified as a UK Top Employer by the Top Employers Institute in 2023, 2024, 2025 and 2026.

We offer a supportive and empowering culture where people are inspired to perform, given opportunities to grow, and recognised and rewarded for their contribution. Our people are proud to work for a company that respects them and their communities, and they trust us to be financially sustainable—so we’re successful now and in the future.