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- Tasks: Lead customer experience and contact centre operations across multiple sites.
- Company: Dynamic financial services firm with a focus on innovation.
- Benefits: Up to £100k salary, £17k bonus, 30 days holiday, and full family health care.
- Why this job: Shape the future of customer service in a high-performance culture.
- Qualifications: Senior leadership experience in customer operations and strong analytical skills.
- Other info: Opportunity for career growth in a fast-paced, regulated environment.
The predicted salary is between 72000 - 84000 £ per year.
This is a senior leadership experience in multi-site customer-service and contact-centre operations and requires a strong understanding of finance, banking telephony, case-management and workforce-management platforms (e.g., Genesys, NICE, Verint, Zendesk, Salesforce Service Cloud).
Overseeing multi-site operations including offshore locations, you will own service performance across customer-service operations, ensuring consistent service levels, strong workforce planning, robust quality controls, and a high-performance culture. Lead risk management, operational reporting, and continuous improvement across multiple regions.
Key Responsibilities- Oversee capacity planning, forecasting, and service-level delivery.
- Manage operational budgets and monthly performance reviews.
- Lead service tools oversight (telephony, case management, reporting platforms).
- Drive a strong risk-management culture and compliance with customer-outcome obligations.
- Build capability: recruitment, onboarding, skills development, competency frameworks.
- Lead Quality Assurance and ensure consistent service standards.
- Develop executive-level reporting and operational dashboards.
- Partner with product, change, and technology teams to improve customer journeys.
- Monitor industry best practice and competitor activity to inform service strategy.
- Senior leadership experience in customer operations or contact-centre environments.
- Prior experience in a Large Financial Services firm (Bank, Insurance, Credit Cards etc.).
- Strong understanding of telephony/case-management platforms (e.g., Genesys, NICE, Zendesk).
- Skilled in capacity modelling, forecasting, and performance management.
- Experience operating in regulated environments.
- Strong analytical, reporting and stakeholder-management capabilities.
- Proven track record developing teams and uplifting service culture.
- Comfortable leading through change and transformation.
Contact Center Director in Croydon employer: Intelix.AI
Contact Detail:
Intelix.AI Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Center Director in Croydon
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work in customer experience or contact centre operations. A friendly chat can lead to insider info about job openings that aren't even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their approach to customer service and be ready to discuss how your experience aligns with their values. We want you to shine!
✨Tip Number 3
Showcase your leadership skills! Be ready to share examples of how you've built high-performance teams and improved service standards in previous roles. We love hearing about your successes!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always on the lookout for talented individuals like you to join our team.
We think you need these skills to ace Contact Center Director in Croydon
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the job description. Highlight your experience in customer operations and any relevant platforms like Genesys or Zendesk. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us about your leadership experience and how you've driven performance in previous roles. Keep it engaging and make sure it reflects your personality.
Showcase Your Achievements: Don’t just list your responsibilities; show us what you’ve achieved! Use metrics and examples to demonstrate how you’ve improved service levels or led successful projects in the past. We love numbers that tell a story!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at Intelix.AI
✨Know Your Platforms
Make sure you brush up on your knowledge of telephony and case-management platforms like Genesys, NICE, and Zendesk. Be ready to discuss how you've used these tools in previous roles and how they can enhance customer service operations.
✨Showcase Your Leadership Skills
Prepare examples that highlight your senior leadership experience in customer operations. Think about times when you successfully led teams through change or improved service culture, as this will resonate well with the interviewers.
✨Understand Financial Services
Since this role is within a financial services firm, be prepared to discuss your understanding of the industry. Familiarise yourself with current trends and challenges in banking and insurance, and think about how they impact customer service.
✨Demonstrate Analytical Prowess
Be ready to talk about your experience with capacity planning, forecasting, and performance management. Bring along any relevant metrics or reports that showcase your analytical skills and how they've driven improvements in past roles.