At a Glance
- Tasks: Lead a dynamic team to enhance customer contact operations and drive performance.
- Company: Join a supportive organisation focused on community well-being and collaboration.
- Benefits: Enjoy a competitive salary, generous benefits, and career development opportunities.
- Other info: Be part of a culture that values your ideas and recognises your impact.
- Why this job: Make a real impact on customer experience while leading a passionate team.
- Qualifications: Proven leadership in contact centres with strong analytical and coaching skills.
The predicted salary is between 60000 - 80000 £ per year.
Responsibilities
- Lead the Group Contact Centre Manager and workforce management functions, guiding a team of advisors and specialists.
- Own end‑to‑end contact performance: service levels, first‑contact resolution, quality, productivity, colleague engagement and customer satisfaction.
- Drive a relentless focus on getting it right first time, reducing failure demand and removing friction for our customers.
- Shape the channel strategy—voice, digital, self‑service and AI‑enabled—to ensure customers can reach us the way they want, when they want.
- Partner closely with Housing, Homecare, Complaints and IT colleagues to address root causes of demand, not just symptoms.
- Build robust workforce planning, real‑time operational management and forecasting capacity for a growing organization.
- Set, monitor and report on KPIs, and own the operational budget.
Qualifications & Experience
- You’ll be a senior contact centre or customer operations leader, used to running a multi‑site, multi‑channel environment at scale.
- Your experience should include:
- A proven track record of running large contact operations and improving performance, engagement and customer outcomes.
- Strong commercial and analytical instincts—data‑driven decision making.
- Real expertise in workforce planning, channel design and contact centre technology.
- Credibility to lead managers‑of‑managers, coach senior leaders and influence at a senior level.
- A genuine passion for colleagues and customers, and the resilience to hold both in mind under pressure.
Benefits & Work Culture
- You will find a collaborative, supportive culture where your ideas are valued, your impact is recognised and your leadership genuinely matters.
- We build a contact experience our customers can rely on, and your colleagues are proud to be part of.
- We provide a competitive salary, a generous benefits package and opportunities for career development in a sector focused on community well‑being.
Head of Contact Operations in Eastleigh employer: Abri View All Jobs
As the Head of Contact Operations, you will thrive in a collaborative and supportive culture that values your ideas and recognises your impact. With a focus on community well-being, we offer a competitive salary, a generous benefits package, and ample opportunities for career development, making us an excellent employer for those seeking meaningful and rewarding work.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Contact Operations in Eastleigh
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Abri View All Jobs. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Abri View All Jobs before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Contact Operations in Eastleigh
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Abri View All Jobs:Your cover letter is your chance to shine! Tell us why you want to work at Abri View All Jobs specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Abri View All Jobs!
How to prepare for a job interview at Abri View All Jobs
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
