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For Companies At a Glance
- Tasks: Lead and inspire a team of 140 in delivering exceptional customer service.
- Company: Join Speedy Solutions, a leader in customer contact operations.
- Benefits: Enjoy 26 days holiday, company car, and discounts across the Speedy brand.
- Why this job: Shape the future of customer experience and drive commercial success.
- Qualifications: Senior leadership experience in high-volume contact centres is essential.
- Other info: Flexible working options and strong internal progression opportunities.
The predicted salary is between 43200 - 72000 £ per year.
Based in Haydock, this senior leadership role offers the opportunity to shape the future of our national customer contact operation and make a real impact on customer experience, commercial performance, and colleague engagement.
About the Role
This is a highly visible, hands-on leadership position, responsible for the day-to-day and strategic management of our Hire Direct contact centre. Leading a team of approximately 140 colleagues, you will ensure we deliver exceptional service to our national and key account customers, while driving strong commercial outcomes and building a high-performance, customer-focused culture. You will play a critical role in strengthening customer relationships, supporting business growth, and raising the profile of Hire Direct across the Speedy Group.
Key Responsibilities
- Operational Leadership
- Take full ownership of daily performance across the Customer Contact Centre
- Provide visible, hands-on leadership across multiple teams
- Lead, motivate, and develop circa 140 colleagues
- Ensure the contact centre operates as a commercial engine for Hire Direct
- Customer Experience & National Accounts
- Deliver consistently high levels of customer service
- Act as the senior escalation point for key customers
- Build strong, long-term partnerships with national accounts
- Ensure complex hire requirements and SLAs are delivered accurately and efficiently
- Embed a truly customer-first mindset
- Performance & Commercial Excellence
- Drive performance across key measures including response times, accessibility, and hire conversion
- Use data and MI to manage performance in real time
- Lead continuous improvement initiatives
- Work closely with Sales and Operations teams to deliver seamless hire journeys
- Culture & People Development
- Create a high-performance, engaging, and inclusive working environment
- Develop strong frontline leaders through coaching and mentoring
- Drive colleague engagement, retention, and development
- Build a culture where people feel valued, motivated, and proud of their work
- Process & Continuous Improvement
- Lead improvements to systems, processes, and workflows
- Champion the effective use of technology
- Deliver change initiatives that improve efficiency and service quality
What We’re Looking For
We are looking for a confident, commercially minded leader who is passionate about customer service and people development.
Essential
- Senior leadership experience within a high-volume contact centre or customer operations environment
- Proven experience leading large teams (100+ colleagues)
- Strong hands-on leadership style
- Experience supporting national or strategic accounts
- Commercial awareness with a track record of driving performance
- Confident using MI and data to inform decisions
Desirable
- Experience within hire, construction, logistics, or B2B services
- Exposure to multi-site or multi-channel operations
- Experience leading cultural change programmes
What We Offer
We are committed to supporting your success and wellbeing and offer a comprehensive benefits package, including:
- 26 days’ holiday plus bank holidays
- Company car or cash car allowance
- Life assurance
- Company pension scheme
- Canteen facilities (where applicable)
- 95% discount across the Speedy brand
- Training, development, and clear career progression opportunities
- Voluntary Health Cash Plan
- My Staff Shop discounts and offers
- Green Commute Initiative (Cycle to Work scheme)
- PAM Employee Assistance Programme (EAP) for wellbeing, legal, and financial support
- Career Line of Sight programme
Work Life Balance
At Speedy, we are proud of our industry-leading Work Life Balance initiative, supporting colleague wellbeing and promoting balanced working patterns. We encourage open conversations around flexible working, where operationally possible, to help you achieve the right balance between work and home life.
Why Join Speedy?
At Speedy, our people are at the heart of everything we do. We are passionate about developing talent, promoting from within, and creating an inclusive workplace where everyone can thrive. Many of our leaders have grown their careers with us, and we are proud of our strong culture of internal progression.
Additional Information
We reserve the right to close this vacancy early if we receive a high volume of applications, so early applications are encouraged. Some roles within The Speedy Group UK & Ireland may require DBS, credit, or security clearance checks. Speedy is an equal opportunity employer and is committed to creating a diverse, inclusive, and supportive working environment. All applicants will be considered regardless of ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran status, neurodiversity, or disability. All roles require proof of right to work in the UK prior to commencement.
Head of Customer Contact Centre employer: Lloyds British Group Ltd
Contact Detail:
Lloyds British Group Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Contact Centre
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend events, and engage on platforms like LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. This will help you showcase why you're the perfect fit for the Head of Customer Contact Centre role.
✨Tip Number 3
Practice your leadership stories! Be ready to share examples of how you've motivated teams and driven performance in previous roles. Highlighting your hands-on approach will resonate well with hiring managers.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining our team at Speedy Solutions.
We think you need these skills to ace Head of Customer Contact Centre
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer service and leadership. We want to see how your skills align with the role of Head of Customer Contact Centre, so don’t hold back on showcasing your achievements!
Showcase Your Leadership Style: In your application, let us know about your hands-on leadership approach. Share examples of how you've motivated and developed large teams in the past, as this is key for us when considering candidates for this senior role.
Highlight Commercial Awareness: We’re looking for someone who understands the commercial side of a contact centre. Use your application to demonstrate how you’ve driven performance and improved customer experiences through data and insights in previous roles.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen to join the Speedy team!
How to prepare for a job interview at Lloyds British Group Ltd
✨Know Your Numbers
As a Head of Customer Contact Centre, you'll need to demonstrate your ability to use data and MI effectively. Brush up on key performance metrics relevant to contact centres, such as response times and hire conversion rates. Be ready to discuss how you've used data to drive performance in your previous roles.
✨Showcase Your Leadership Style
This role requires a hands-on leadership approach. Prepare examples that highlight your experience in leading large teams, motivating colleagues, and fostering a high-performance culture. Think about specific situations where you’ve successfully developed frontline leaders or improved team engagement.
✨Customer-Centric Mindset
Since the role focuses heavily on customer experience, be prepared to share your strategies for building strong relationships with national accounts. Discuss how you've embedded a customer-first mindset in your previous roles and any initiatives you've led to enhance customer satisfaction.
✨Embrace Change and Innovation
Speedy Solutions is looking for someone who can lead continuous improvement initiatives. Come equipped with examples of how you've championed process improvements or technology adoption in past positions. Highlight your ability to adapt and drive change within a contact centre environment.
