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
- 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 operational performance.
- Exceptional stakeholder management and influencing skills.
- Strong commercial awareness and the ability to balance customer outcomes with business objectives.
- Experience leading through change and transformation.
- Excellent analytical and strategic planning capabilities.
What's On Offer as a
As Head of Contact Centre & CX,
- Competitive salary
- Performance-related bonus
- Comprehensive benefits package
- Opportunity to shape the future customer strategy of a growing organisation
- Senior leadership position with significant influence across the business
- Collaborative and forward-thinking culture
If you are a strategic customer operations leader looking for an opportunity to make a lasting impact on both operational performance and customer experience, we would love to hear from you.
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Head of Contact Centre Operations in Southampton employer: CCA Recruitment Group
Join a dynamic and innovative company as a Business Development Executive in the construction sector, based in Bournemouth. With a hybrid working model, competitive salary, and uncapped commission potential, you'll thrive in a supportive environment that values your contributions and fosters professional growth. Enjoy a strong benefits package, including generous holiday allowances and access to 24/7 GP services, while building long-term partnerships and driving meaningful change in the industry.
