Head of Contact Centre & Customer Experience
Southampton | c£70.000 + Benefits
Are you a strategic contact centre leader with a passion for delivering exceptional customer experiences?
We are seeking an experienced Head of Contact Centre & Customer Experience to lead and evolve a large-scale customer operation in Southampton. This is a high-profile leadership role responsible for defining operational strategy, driving performance, enhancing customer journeys, and creating a culture centred around service excellence.
Reporting into the senior leadership team, you will lead a multi-layered management structure and take ownership of both operational performance and customer experience delivery across all channels.
The Role
As Head of Contact Centre & CX, you will:
Develop and deliver the long-term strategy for the contact centre operation.
Lead, inspire and develop a team of managers and operational leaders.
Drive service excellence, customer satisfaction and commercial performance.
Shape and implement the organisation's customer experience strategy.
Analyse customer feedback, insight and operational data to identify opportunities for improvement.
Drive continuous improvement initiatives across people, process and technology.
Ensure customer journeys are efficient, seamless and aligned to business objectives.
Own key operational metrics including service levels, productivity, quality, customer satisfaction and employee engagement.
Partner with senior stakeholders across the business to deliver customer-focused transformation programmes.
Lead change management projects and support future growth plans.
About You As Head of Contact Centre & CX
We are looking for a proven operational leader who can demonstrate:
Significant experience leading large contact centre operations.
Experience operating in a Head of Contact Centre, Head of Customer Operations, Customer Services Director or similar senior leadership role.
Strong customer experience (CX) leadership experience, including customer journey improvement and voice of customer programmes.
A track record of delivering measurable improvements in service, engagement and ...
Head of Contact Centre in Southampton employer: CCA Recruitment Group Careers
As a Litigation Manager at our Sale, Manchester location, you will thrive in a dynamic work culture that prioritises employee development and well-being. With a competitive salary, generous holiday allowance, and a range of benefits including wellness support and on-site amenities, we foster an environment where you can lead a high-performing team while making a meaningful impact on debt recovery strategies. Join us to advance your career in a supportive setting that values accountability and continuous improvement.
Contact Details:
CCA Recruitment Group Careers Recruitment Team
