Head of Contact Centre

Posted 07 November 2022
Salary £60,000
LocationLancashire
Job type Permanent
DisciplineContact Centre
Contact NameMatt Lazenby

Job description

​Are you an experienced senior contact leader within a multi-channel contact centre environment?

Are you passionate about people development, process improvement and customer experience?

We’re looking for a strategically minded and customer-focused individual to join an industry-leading business as a Head of Contact Centre where you will take on the lead role in delivering great customer experience as they continuously look for better ways to serve their customers.

Working collaboratively across the business, you will work closely with other senior leaders to create a culture first environment where customers are at the heart of every decision.

Salary & Benefits:

  • Starting basic salary of £60,000

  • Based in Lancashire with hybrid-working

  • Car allowance

  • 25 days holiday + bank holidays

  • Holiday purchase scheme

  • Staff discounts

Responsibilities:

  • Accountable for the operational performance of the multi-channel customer service operation

  • Optimising performance across all channels, ensuring quality, compliance and customer experience standards are met

  • Monitoring performance and progress to achieve KPIs across all channels

  • Proactively driving a channel shift to reduce non-value contacts to support the business’s digital transformation programme

  • Leading and driving quality focus to improve first contact resolution and reduce repeat contacts

  • Working with other senior leaders to deliver operational improvements in line with the wider business strategy

  • Developing, inspiring and motivating your teams to maxmise their potential

About you:

  • Recent experience in a Senior Contact Centre leadership role, ideally within a multi-channel customer service environment

  • Passionate about people development and customer experience

  • Previous experience in continuous improvement

  • Experience managing change in a fast-paced and agile environment

  • Ability to work under pressure, manage your time effectively and work on your own initiative

  • Excellent analytical, decision-making and problem-solving skills

  • Self-motivated, ambitious and determined

  • Ability to manage and drive performance

  • Excellent communication skills at all levels

If this sounds like the role for you click apply and a member of our team will be in touch.