At a Glance
- 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, private medical insurance, and generous holiday allowance.
- Other info: Opportunity for executive exposure and long-term career growth in a supportive environment.
- Why this job: Join a passionate team to make a real difference in customer service excellence.
- Qualifications: Proven experience in leading large-scale contact centre operations with a focus on performance improvement.
The predicted salary is between 78000 - 102000 £ 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.
Head of Contact Center employer: Abr Talent L Customer Success Recruitment For Start-Up & Scale-Up Saas Businesses
At Company A, we pride ourselves on being a purpose-driven employer that values both commercial success and the well-being of our employees. Located in Southern Hampshire, we offer a dynamic work culture that fosters innovation and collaboration, alongside generous benefits such as private medical insurance and a flexible hybrid working model. As the Head of Contact Center, you will have the unique opportunity to lead transformative initiatives within one of the UK's largest service operations, ensuring your contributions make a meaningful impact on both our customers and your career growth.
Contact Details:
Abr Talent L Customer Success Recruitment For Start-Up & Scale-Up Saas Businesses Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Head of Contact Center
✨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. A personal recommendation can go a long way, especially for leadership roles like Head of Contact Center.
✨Tip Number 2
Prepare for interviews by researching the company’s values and recent projects. Show them you’re not just another candidate; you’re genuinely interested in their mission and how you can contribute to their journey of modernisation.
✨Tip Number 3
Practice your leadership stories! Be ready to share specific examples of how you've optimised performance and led teams in previous roles. This will help you demonstrate your capability to inspire and manage effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to engage with us directly.
We think you need these skills to ace Head of Contact Center
Some tips for your application 🫡
Show Your Passion:When writing your application, let your passion for customer service shine through! We want to see how you genuinely care about making a difference in people's lives and how that aligns with our purpose-driven approach.
Be Specific About Your Experience:Don’t just list your previous roles; tell us about the impact you made in those positions. We’re looking for measurable performance improvements, so share specific examples of how you’ve optimised operations or enhanced customer experiences.
Highlight Your Leadership Style:We value engaging and empowering leadership. In your application, describe your leadership style and how you've inspired teams in the past. Show us how you can balance commercial accountability with a deep understanding of people and culture.
Tailor Your Application:Make sure to tailor your application to our job description. Use the same language and key phrases we’ve highlighted. This shows us that you understand what we’re looking for and that you’re genuinely interested in the role. And remember, apply through our website!
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 workforce optimisation strategies. Being able to discuss these confidently will show that you understand the commercial rigour required for the role.
✨Showcase Your Leadership Style
This role requires an engaging and empowering leadership style. Prepare examples of how you've inspired teams in the past, particularly in high-pressure environments. Think about specific situations where you’ve successfully led a team through change or improved performance, and be ready to share these stories during the interview.
✨Emphasise Empathy and Customer Focus
Given the importance of empathy in this role, be prepared to discuss how you've put customers at the heart of your decision-making. Share experiences where you've advocated for customer needs and how that led to improved service delivery. This will highlight your understanding of the human touch that is crucial in customer service.
✨Prepare for Stakeholder Management Questions
You'll be managing multiple stakeholders, so expect questions about how you've navigated complex relationships in the past. Think of examples where you've balanced commercial accountability with people management. Be ready to discuss how you’ve communicated effectively with senior leadership and clients to drive results.
