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Head of Contact Centre

About the role

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.

Starting salary of £60,000 + car allowance + 25 days holiday plus bank holiday, holiday purchase scheme and staff discounts.

Based in Lancashire with hybrid working available.

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

In this position of Head of Contact Centre sounds like a role you’d be interested in, then we’d like to hear from you.

Click Apply Now and a member of our team will be in touch.

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