Head of Customer Contact Centre

Lead and transform a busy customer contact centre by embedding a new, board-backed customer excellence strategy. Drive service improvements through data, technology, and people development in a proactive, values-driven environment.

Client Details

A fantastic opportunity has arisen for a Head of Customer Contact Centre to join a forward-thinking and values-led organisation in the Midlands. This is a newly created position, born out of significant investment in their customer strategy, with a clear focus on improving how customers feel and engage with the business.

This role is all about leading from the front - working with a busy contact centre operation and embedding a new Customer Excellence Strategy that has full board-level backing. It's a brilliant opportunity for someone who thrives on making a difference, improving services through data and insights, and leading people through positive change.

Description

What you'll be doing day-to-day:

• Transforming this reactive contact hub into a proactive contact centre with a identity and forward thinking way of working. You'll own all aspects of contact, people, process and stratergy.
• Leading a customer contact centre of around 70FTE, with 5 senior managers, handling 30,000+ contacts per month
• Driving improvement using complaints, feedback, and service data
• Championing a first-time resolution culture and proactively solving problems
• Owning internal relationships and representing the customer operation at all levels
• Embedding new technology and supporting future transformation
• Coaching, developing, and supporting your team while delivering an excellent customer experience
• Supporting the vulnerable customer strategy and making a real difference to people's lives

Profile

Who we're looking for:

• An experienced 'Head of' contact centre or customer care leader from a regulated, customer-focused environment
• Someone hands-on, passionate about people, and motivated by delivering service excellence
• Track record of delivering operational change over 18-36 months
• Skilled in using data and insight to drive service improvements
• Experienced in balancing day-to-day performance with long-term strategy
• Based within a reasonable commute of a Midlands-based head office (2-3 days per week on site)

Job Offer

What's on offer:

• A competitive salary around £85,000
• Car allowance
• Bonus
• 28 days holiday + bank holidays
• Matched pension
• Private medical insurance
• Life assurance x4