Head of Service Performance Support - Contact Centre

Job Description

Head of Service Performance Support, Client Services – Contact Centre

Location : Surrey, Kingswood

Contract : Permanent

Hours : Full Time

Level : Associate Director

Reports to : Head of Client Services

About the Role

We are seeking an experienced senior leader to join our Client Services leadership team as Head of Service Performance Support . This is a strategic role focused on ensuring our Client Services teams deliver consistent, best-in-class client experiences through strong performance management, risk control, and people-focused leadership.

You will drive operational excellence, embed a strong client-centric culture, and lead the adoption of new ways of working and technology to continuously improve service delivery across Client Services.

Key Responsibilities

Performance Forecasting & Budget Management

• Own service performance forecasting and manage the Client Services operating budget.
• Ensure appropriate capacity and capability aligned to agreed service standards.
• Lead recruitment and onboarding strategies in partnership with recruitment teams.

Conduct monthly performance, budg…