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- Tasks: Lead a contact centre transformation, optimising performance and enhancing customer relationships.
- Company: Purpose-driven company focused on impactful customer service solutions.
- Benefits: Competitive salary, bonus, hybrid working, and generous holiday allowance.
- Why this job: Make a real difference in a pivotal leadership role with full ownership.
- Qualifications: Experience in leading large-scale contact centres and managing complex service environments.
- Other info: Opportunity for career growth and executive exposure in a supportive team.
The predicted salary is between 90000 - 110000 £ per year.
The Company is a purpose-driven, commercially sharp business where decisions genuinely impact lives. A leading provider of critical customer service solutions, supporting sectors where reliability and empathy are key. Backed by serious investment and on a journey to modernise how their services operate.
This is a pivotal leadership role with genuine succession opportunity, within one of the UK’s largest service operations. You’ll join a Senior Management team passionate about doing things right; for customers, colleagues, and the space they serve, and lead a contact and response centre encompassing critical service functions. Your goal: to take this operation and turn it into a technology-led, insight-driven centre of excellence. You’ll optimise performance, strengthen customer relationships, and lead a transformation that makes the service smarter, faster, but without losing that critical human touch.
Lead a capable and committed management team and take total control of the budget and resources at your disposal, to make real change. Optimising workforce planning and process design. Embedding technology and rethinking customer journeys. And more. Your role here is to ideate, execute and own!
The ideal candidate is an experienced operational leader who combines commercial rigour with empathy and purpose. Someone that wants total autonomy and ownership of a business unit, operating as a mini-MD, with future development into the larger role within a PE business. You know how to manage complex, regulated service environments, and be comfortable getting into the weeds one day, and then stepping back and taking a broader picture look the next day. You need to be as comfortable inspiring our team as you are planning annual budgets!
- You’ve led large-scale (200+ seat) contact or service centre operations with measurable performance improvement.
- You can work with customers to deliver exceptional experiences and outcomes, understanding their challenges and being the advocate for improvement, alongside your leadership team.
- You know how to use data, systems, and technology to drive smarter service delivery.
- You’re confident managing multiple stakeholders, including senior leadership and key clients.
- You can balance commercial accountability with a deep understanding of people and culture.
- You’re calm under pressure and thrive in environments where reliability and trust matter most.
- You bring an engaging, empowering leadership style, enabling strong managers to own their domains and grow.
- You’re looking for a long-term opportunity to make an impact, work closely with the MD and build your own senior leadership growth plan.
The package includes £90,000 - £110,000 + bonus, 26 days holiday plus bank holidays, increased pension contribution, private medical insurance, life assurance, and hybrid working, with a Southern-Hampshire office (very flexible setup!). You’ll have full ownership, executive exposure, and the opportunity to build something lasting, while leading a team that genuinely makes a difference.
Locations
Head of Contact Center in Hampshire, Portsmouth employer: ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses
Contact Detail:
ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Contact Center in Hampshire, Portsmouth
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the lookout for opportunities. You never know who might have the inside scoop on a role that’s perfect for you.
✨Tip Number 2
Prepare for those interviews by researching the company and its culture. Understand their mission and values, and think about how your experience aligns with their goals. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Practice your pitch! Be ready to articulate your vision for the role and how you can lead the transformation they’re looking for. Show them you’re not just another candidate, but the one who can take their contact centre to the next level.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Head of Contact Center in Hampshire, Portsmouth
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your enthusiasm for the role shine through! We want to see how much you care about transforming customer service and making a real impact. Share your vision and why you’re excited about this opportunity.
Tailor Your Experience: Make sure to highlight your relevant experience in leading large-scale contact centres. We’re looking for specific examples of how you've improved performance and customer satisfaction. Don’t just list your duties; show us the results!
Be Data-Driven: Since we’re all about using data to drive decisions, include any metrics or KPIs that demonstrate your success in previous roles. This will help us see how you can bring that insight-driven approach to our team.
Keep It Professional Yet Personal: While we love a professional tone, don’t be afraid to inject a bit of your personality into your application. We want to get a sense of who you are as a leader and how you connect with people. Remember, empathy is key!
How to prepare for a job interview at ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses
✨Know Your Numbers
As a Head of Contact Center, you'll need to demonstrate your ability to manage large-scale operations. Brush up on key metrics and performance indicators relevant to contact centres, such as average handling time, customer satisfaction scores, and employee engagement levels. Be ready to discuss how you've improved these metrics in past roles.
✨Showcase Your Leadership Style
This role requires an engaging and empowering leadership style. Prepare examples that highlight how you've inspired teams and fostered a positive culture. Think about specific situations where you’ve successfully led a team through change or improved performance while maintaining morale.
✨Emphasise Technology and Data Savvy
Since the company is looking to modernise its services, be prepared to talk about your experience with technology and data-driven decision-making. Share specific tools or systems you've implemented in previous roles that have enhanced service delivery and customer experience.
✨Understand the Customer Journey
The ideal candidate needs to advocate for customers and understand their challenges. Research the company's current customer journey and think critically about potential improvements. Be ready to discuss how you would approach rethinking customer journeys to enhance satisfaction and efficiency.
