At a Glance
- Tasks: Lead sales and customer service operations to enhance customer experience and drive revenue growth.
- Company: Dynamic company focused on transforming customer contact through innovation.
- Benefits: Shape customer strategy, lead change, and develop high-performing teams.
- Other info: Opportunity to work closely with executive leadership and influence business performance.
- Why this job: Make a real impact in customer experience and drive transformational change.
- Qualifications: Proven leadership in sales-focused contact centres and strong analytical skills.
The predicted salary is between 60000 - 80000 £ per year.
Are you a commercially driven Contact Centre leader with a passion for customer experience? We're looking for an experienced Head of Contact Centre to lead both Sales and Customer Service operations, driving revenue growth, improving conversion performance, and delivering exceptional customer journeys across multiple channels.
You'll be responsible for creating a high-performing, customer-focused culture, leading teams to exceed commercial targets while ensuring outstanding service delivery and complaint resolution. You'll also play a key role in shaping the future of customer contact through automation, AI, self-service solutions, and continuous process improvement.
What you'll bring:
- Proven leadership experience within a sales-focused contact centre or customer operations environment
- A track record of delivering revenue growth and improving conversion rates
- Strong experience leading customer service and complaint handling teams
- Knowledge of omnichannel contact centre operations
- Experience implementing automation, AI, self-service tools, or operational improvements
- Strong analytical, reporting, and stakeholder management skills
- Experience in the travel industry with knowledge of Package Travel Regulations would also be an advantage
What's in it for you?
- Opportunity to shape and influence customer strategy at a senior level
- Lead transformational change across sales, service, and technology
- Work closely with executive leadership to drive business performance
- Develop and inspire high-performing teams in a customer-centric organisation
If you're passionate about commercial success, customer excellence, and leading teams through transformation, we'd love to hear from you.
Head of Contact Centre in Gloucester employer: C&M Travel Recruitment
As a leading employer in the travel industry, we offer an exciting opportunity for the Head of Contact Centre to drive transformational change and shape customer strategy at a senior level. Our dynamic work culture fosters innovation and collaboration, providing ample opportunities for professional growth and development while ensuring a strong focus on customer excellence. Join us to lead high-performing teams in a customer-centric environment where your contributions will directly impact our success and enhance the customer journey.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Contact Centre in Gloucester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at C&M Travel Recruitment. 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 C&M Travel Recruitment 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 Centre in Gloucester
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 C&M Travel Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at C&M Travel Recruitment 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 C&M Travel Recruitment!
How to prepare for a job interview at C&M Travel Recruitment
✨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.
