Head of Contact Centre

Reporting directly into the Managing Director, you will drive performance, develop a strong culture, and build an operation that can support continued business growth. You will have five management-level direct reports and be responsible for shaping the future of the contact centre, ensuring it delivers both commercially and operationally.

Client Details

This is a fast-growing service provider, known for its entrepreneurial approach and ambitious expansion plans. The company has achieved 40% year-on-year growth, is featured in the Times Top Businesses to Watch, and has a founder who is passionate about scaling the business. With further investment in technology, people, and processes, they are building a future-proof contact centre operation to support their continued success.

Description

• Leadership & Strategy - Provide hands-on leadership, working closely with managers and teams to improve operations, drive performance, and create a strong, high-energy culture.
• Managing Performance - Oversee contact centre KPIs, ensuring teams hit targets for sales, customer experience, billing, collections, and tenancy moves while improving efficiency.
• Culture & Engagement - Drive a high-performance culture where teams are motivated, engaged, and supported. Lead initiatives to improve retention, absenteeism, and overall team morale.
• Recruitment & Development - Own recruitment and talent development, ensuring the business attracts and retains strong talent while developing internal teams for future leadership roles.
• Customer & Digital Transformation - Shift the operation towards a digital-first approach, reducing call volumes and improving automation while maintaining a strong customer focus.
• Operational Improvement - Work closely with the MD and senior stakeholders to continuously refine processes, optimise outbound campaigns, and ensure contact centre operations align with commercial objectives.

Profile

• Proven experience in a Senior Manager in a Contact Centre role, leading a large, multi-skilled team.
• Experience managing managers and leading an operation of 70+ FTE across multiple functions.
• Strong commercial understanding, particularly in outbound contact centre operations, sales, collections, and customer service.
• A track record of driving operational improvements, including managing KPIs, improving culture, and enhancing digital adoption.
• Resilient, hands-on leadership style, comfortable working in a fast-paced, high-growth environment.

Job Offer

• Competitive salary �70k + up to 15% bonus
• Lead a growing, commercially driven contact centre with a direct impact on business success.
• Be part of a company investing in technology, people, and processes for long-term growth.
• A business that values its employees - regular town halls, rewards, and recognition programmes.