Save Job Back to Search Job Description Summary Similar JobsSenior leadership role, transformational change ownershipMidlands based Hybrid roleAbout Our ClientA 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.Job DescriptionWhat 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 monthDriving improvement using complaints, feedback, and service dataChampioning a first-time resolution culture and proactively solving problemsOwning internal relationships and representing the customer operation at all levelsEmbedding new technology and supporting future transformationCoaching, developing, and supporting your team while delivering an excellent customer experienceSupporting the vulnerable customer strategy and making a real difference to people's livesThe Successful ApplicantWho we're looking for:An experienced 'Head of' contact centre or customer care leader from a regulated, customer-focused environmentSomeone hands-on, passionate about people, and motivated by delivering service excellenceTrack record of delivering operational change over 18-36 monthsSkilled in using data and insight to drive service improvementsExperienced in balancing day-to-day performance with long-term strategyBased within a reasonable commute of a Midlands-based head office (2-3 days per week on site)What's on OfferWhat's on offer:A competitive salary around £85,000Car allowanceBonus28 days holiday + bank holidaysMatched pensionPrivate medical insuranceLife assurance x4ContactKaty BevanQuote job refJN-062025-6758815Phone number+44 151 255 3751Job summaryJob functionBusiness SupportSubsectorCustomer ServicesSectorBusiness ServicesLocationWest MidlandsContract typePermanentConsultant nameKaty BevanConsultant phone+44 151 255 3751Job referenceJN-062025-6758815
