Contact Centre Team Manager
Location – HMP Berwyn

What We Do

Census Life is a not-for-profit social enterprise, part of Queen’s Award winner Census Group.

Census Life has a very simple vision – that every person should have the opportunity to create a better future for themselves. Our entire ethos is to support those with previous criminal convictions back into society through meaningful employment and to educate and influence other businesses, decision-makers and policy-makers.

Census Life creates and operates contact centres in 13 prisons across England and Wales. We provide opportunities designed to deliver sustainable, social and economic integration. Through the effective delivery of our in-custody work programme, our colleagues develop relevant skills and experience that will be highly valued by any employer.

Census Life Core Values

Our unique set of core values are ingrained principles at the very heart of our organisational culture. These values are specific and meaningful, they guide the way all our staff operate in the prisons and the community.

1. Ethical – Do everything you do because it’s the right thing to do
2. Reflective – Hear, listen and learn from those with experience
3. Bold – Being courageous, to always challenge the norm
4. Practical – Be a doer, not a sayer
5. Understanding – Refuse to attribute labels to any individual
6. Determined – Strive for greatness for yourself and others

Job Purpose

The Team Manager is responsible for the recruitment, training and supervision of all contact centre operatives, to ensure they can work effectively as a team to deliver the required outputs for our clients.

The centre operates a full working week teaching team members to be independent, manage their own time and improve their communication skills, confidence, IT skills and product knowledge. The Team Manager ensures the team are learning how to be patient, self-motivated, determined and how to handle objections and rejection. It provides a positive environment where the team are doing meaningful work that equips them with skills they can use effectively on release.
The support the Team Manager offers every colleague is hugely important to their personal development, it enables them to become confident in their roles, and importantly, prepare each person to enter the world of work on release.

Key Roles and Responsibilities

  • Embrace Census Life Core Values in your everyday role.
  • Ensure a smooth running, effective and efficient team through support, supervision and leadership.
  • Motivate a team, creating a working environment which promotes ownership and accountability, embraces continuous learning and engages and enables the team to thrive.
  • Build effective relationships with key prison staff to ensure the Contact Centre is full to capacity and an area they see as a priority.
  • Manage sickness and absence levels to minimise impact at operational levels.
  • Maintain good relationships with the Census Life operational management team for forecasting and planning workloads.
  • Manage systems, processes and address any issues that arise in line with Census Life and Prison Service policies and guidelines.
  • Take an active role in the Contact Centre to contribute to the effectiveness and wellbeing of all team members.
  • Conduct monthly 1-2-1 performance/quality reviews all with team members.
  • Recognise and develop talent by completing and implementing a personal development plan for each team member.
  • Build strong relationships between the contact centre management team and operational team through effective and honest feedback and discussions.
  • Continually monitor call quality and improve service, minimise errors and track operational performance.
  • Drive performance throughout the team ensuring recognition of high performance and offering support for under performance.
  • Identify team training needs and agree appropriate next steps.

How to Apply

To find out more detail about the role, please contact Robin Mildon, Operations Director:

Let’s start the conversation!

My Fight


More to explore

Breaking the mould

It is widely reported that staff turnover in the call centre industry is around 26% annually, considerably above the national average of 15%.

Richard rowley

Richard Rowley is the Managing Director at Census Life and is responsible for all criminal justice work the social enterprise undertakes. 

Richard has over 20 years’ experience of working with voluntary, public and private sector organisations in the criminal justice arena and still retains the same desire to support people to become the very best they can be. 

Richard is also very proud to be a Trustee for POPS (Partners of Prisoners and Families Support Group) in Manchester. 

On the off-chance he is away from work, you’ll find Richard watching football, cooking and spending time with his family – not necessarily in that order!

Kelly Carrel

Kelly Carrel is the Chief Executive of Census Life and is responsible for leading the strategic direction and overall effectiveness of the organisation.

 Kelly has over 20 years’ experience of working within the Customer Management sector and, over the past 7 years, has used this experience to provide meaningful work experience and relevant training to those farthest from the job market.

Most specifically Kelly is focussed on individuals serving custodial sentences, and working with them during this period to ensure they have opportunities for employment on release. Passionate about pursuing social mobility, through the route of employment, this is the key driver of the work for Kelly and her team.

Outside of the office, Kelly enjoys travelling, martial arts & air acrobatics along with spending time with friends and family.

The Census story

Census Group was founded in 2013 by Ian and Kelly Carrel, following their respective careers working in large scale in-house and outsourced contact centre operations both in the UK and overseas.

In 2010 Criminal Record Bureau (now DBS) background checking was becoming ever more prevalent, regardless of whether the role required it. The founders recognised there was an urgent need to address the issues highlighted by this process, as more contact centre agents were losing roles across the industry with a ‘blanket’ approach being applied to every adverse CRB check. This experience in contact centre environments highlighted a significant frustration – having to let well-trained, enthusiastic staff go when their checks returned showing previous criminal convictions. With attrition rates in the industry reaching levels of >25% we knew we could develop an incredibly competent workforce that would also have a wider impact on society

Through our corporate social responsibility strategy we have consistently reinvested profits, to go the extra mile and support colleagues as they leave prison and reintegrate back into our communities. To make this much more fundamental to our work we have developed Census Life, our not-for-profit social enterprise.