Role description

Radioactive Waste Management (RWM) is looking for a Contact Centre Service Manager to join them. You will be responsible for the daily operation of RWM’s call centre capabilities, both out-sourced and in-house. Ensuring appropriate resource planning & strategy you will lead your team to success.


Within this position you will:

  • Manage day-to-day operations of the out-sourced contact service centre, providing leadership and direction to the team of agents.
  • Prepare and provide service reports to RWM reporting programme, including data from Community partners as appropriate.
  • Handle complex customer queries and complaints, working with RWM Subject Matter Experts.
  • Contribute to the development of the Contact Management team and its operational service goals.
  • Engage with key stakeholders to build knowledge and understanding of requirements for RWM’s Contact Management service, delivering a best-in-class internal service.

Essential skills

You will have proven contact centre management experience which could be in either a client or supplier setting. Working knowledge of CRM systems, specifically in Salesforce, as well as GDPR & data security requirements within the centre would be ideal.


If you feel you are suitably qualified for this position, Thomas Thor would like to hear from you. Please contact me, Lisa Stanger on


About RWM:

RWM’s vision is to create a safer future by managing radioactive waste effectively, to protect people and the environment. They collaborate with experts on multi-million-pound research programmes and radioactive waste producers to find ways to package it that are suitable for disposal in the Geological Disposal Facility, providing advice to the Nuclear Decommissioning Authority and Government.

Experienced HR professional, based in Cumbria UK with a demonstrated history working in staffing and recruitment across multiple industries. Communicates and partners with all levels of personnel by using excellent interpersonal and customer service skills. Self-motivated with a passion for diversity and inclusion!

Alexandria Gleason