Dialler & Contact Centre Manager

Dialler & Contact Centre Manager

Backed by leading investors including HL Partnership, Better Group, Experian, the CEO of OakNorth, and the former Chairman of Salesforce, we’re building the technology platform powering the future of UK home-buying.

We started by solving a major gap in the mortgage market — helping customers traditional brokers often couldn’t serve. To do that, we built Haya, our proprietary data, automation and decisioning platform.

Today, our technology powers eligibility, affordability and end-to-end mortgage journeys at scale through partners including Experian, reaching millions of consumers.

We are growing rapidly across both Haysto and Picnic, spanning specialist and mainstream mortgages, embedded finance partnerships, direct-to-consumer acquisition and platform-led distribution.

The Opportunity

This role will own the strategy, execution and optimisation of all outbound dialer campaigns across sales and customer operations, ensuring every lead, customer and opportunity is contacted through the right channel, at the right time, with the right cadence.

Working closely with Sales, Capacity Planning, Sales QA, Product and Data teams, you will manage the dialer, campaign logic and customer contact strategy across the full customer lifecycle.

You’ll play a key role supporting growth across major enterprise partnerships including Experian, ensuring hundreds of thousands of customer interactions are executed intelligently, efficiently and compliantly.

You will design the outbound operating system that powers customer engagement across our business.

You’ll own campaign strategy, dialer optimisation, customer segmentation, contact rules, channel orchestration, automation and performance reporting to maximise contact rates, productivity and conversion.

We’re looking for someone analytical, operationally excellent and commercially minded who enjoys using data and technology to continually improve customer engagement at scale.

What You’ll Own

• Ownership of outbound dialer strategy across Haysto and Picnic
• Campaign design including customer segmentation, prioritisation and routing logic
• Building intelligent customer contact strategies across phone, email and in-app messaging
• Dialer configuration including campaign rules, retry logic, time windows, pacing and scheduling
• Daily campaign optimisation based on contact rates, conversion and adviser capacity
• Contact strategy across the entire customer lifecycle including lead qualification, nurture, AIP, application, offer and completion
• Campaign scheduling aligned with operational capacity and service levels
• Campaign performance reporting and optimisation
• Monitoring customer contact compliance and regulatory requirements
• Building dashboards and operational insight for leadership
• Identifying automation opportunities to improve productivity and customer experience

What We’re Looking For

• Experience managing enterprise outbound dialers within high-volume sales or contact centre environments
• Strong understanding of predictive, progressive and preview dialing methodologies
• Experience building customer segmentation, campaign strategies and outbound contact programmes
• Highly analytical with strong reporting and data interpretation skills
• Experience using BI tools to monitor campaign performance and optimise results
• Strong understanding of customer contact regulations and best practice
• Commercial mindset with a focus on improving conversion, productivity and customer experience
• Comfortable operating within a fast-growth technology business where processes continue to evolve
• Strong stakeholder management skills across Sales, Operations, Product and Engineering
• Highly organised with exceptional attention to detail and ownership mentality

What Success Looks Like

Success in this role will be measured by your ability to maximise customer contact rates, improve conversion through intelligent campaign management and ensure every customer interaction is optimised.

You’ll build a highly efficient outbound operation that intelligently balances capacity, campaign priorities and customer experience while providing leadership with clear visibility of campaign performance, productivity and opportunities for improvement.

Over time, you’ll help establish one of the UK’s leading customer engagement operations, using AI and automation, data and technology to continually improve how we communicate with customers throughout their home-buying journey.

Why Join

• Opportunity to help build a category-defining UK homeownership platform
• Backed by major strategic investors and partners
• Significant scale opportunity over the next 3–5 years
• Exposure to enterprise partnerships reaching millions of consumers
• Opportunity to build and own a critical customer engagement function
• High-autonomy, high-impact role with direct executive exposure
• Ability to shape the future outbound operating model of a rapidly scaling technology business

Location

Hybrid – Norwich / Remote

• Based in our Norwich office 3 days per week
• 2 days per week working from home
• Travel and accommodation provided where overnight stays are required

Compensation

Highly competitive salary + bonus + long-term incentive potential