Head of Contact Centre

£65000 - £80000 per annum
CCP has passionately supported candidates with ‘customer contact’ job opportunities since 2010. We focus on partnering with our fantastic clients, immersing ourselves in their brand when they’re looking for talented, culturally aligned people to join their business.

We are working exclusively with a fantastic client who are looking for a Head of Contact Centre to lead their three contact centres across the UK. In total the sites have approximately 50FTE and they continue to grow, so we are looking for someone with a mixed bag of operational leadership experience as well as an individual who has been heavily involved and influential within contact centre change and transformation projects.

To be suitable for this role you must have a maximum notice period of four weeks.

Whilst the role has responsibility for three sites across the UK, the role will be predominantly based in their North London site with an expectation that you will be on-site at least 3 days per week; please therefore consider logistics before applying.

You will lead the multi-disciplinary teams which make up the clients Customer Engagement Centre (CEC) to ensure they have a fully skilled and motivated team that offers a first class service across all channels to prospective customers across sales and service. You will be responsible for driving our clients ambitious growth targets, achievement of KPIs and excellent performance.  

Key Responsibilities

  • Lead on the successful mobilisation and digital transformation of the Customer Engagement Centre (CEC).
  • Deliver the internal sales targets and maximise sales leads through outbound sales activity and lead management.
  • Support the CEC teams in the transition to Omni Channel customer support.
  • Provide leadership to the multi disciplinary, dispersed team to drive achievement of high quality customer service, achievement of service excellence and KPIs.
  • Lead a continuous programme of transformation and improvement that delivers ongoing efficiencies, growth and KPIs.
  • Optimise the effectiveness of call centre systems to provide a highly responsive service to our customers.
  • Develop strong working relationships with key stakeholders to ensure efficient and effective service delivery to operations.
  • Set KPIs for the CEC team which will deliver overall measures and work in partnership with Team Leads to put the necessary processes, support and development in place to deliver these.
  • Develop and maintain timely data analysis that summarises the performance of the CEC across all services.
  • Continuously develop staff members within the team via strong induction, training, mentoring and related career development.
  • Create a strong patient centred culture that is proud, responsive, professional, committed and team-orientated.
  • Identify opportunities for improved customer care and delivery of service.
  • Oversee rotas to ensure full cover at the right times and ensuring there are robust contingency plans in place.
  • Be the point of contact for resolving escalated customer queries or concerns effectively and to the customers satisfaction.
  • Support the marketing team with analysing data and trends and making proposals to ensure all sales opportunities are maximised.
If this sounds of interest, please apply online; alternatively, please contact Mark Conway at CCP to discuss the role in more detail.

CCP are proud to support many of the world’s best brands, helping them source talent, embrace diversity and build inclusive workplaces. To be considered for this role please apply using the link below, suitable candidates will be contacted in due course.

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