- Head of Operations - Contact Centre
- Financial Services Industry
- 9–12 Month FTC
- Manchester | Hybrid | Occasional Travel to Carlisle
- You must be eligible to work in the UK without the need for Sponsorship
Role Purpose
We are seeking an experienced Head of Operations / Contact Centre leader to take responsibility for the day-to-day leadership, performance and effectiveness of a key customer operations function within a leading financial services organisation.
This role will provide senior leadership across operational and contact centre teams , ensuring the delivery of excellent customer outcomes, high-quality service, strong regulatory compliance and a positive colleague experience.
Leading a team of Team Leaders and operational specialists, you will be responsible for creating a high-performing culture focused on customer experience, service quality, operational performance, technical excellence, efficiency and continuous improvement .
You will ensure operational and contact centre activities are delivered consistently, risks are effectively managed and customers receive the high standards of service expected within a regulated financial services environment.
Key Responsibilities
Operational & Contact Centre Leadership
- Lead the day-to-day operation of customer operations and contact centre functions, ensuring effective delivery of service, quality and business objectives.
- Provide leadership, coaching and direction to Team Leaders and operational teams.
- Drive contact centre performance across key measures including customer service, productivity, quality, service levels, efficiency and customer outcomes .
- Create a culture of accountability, continuous improvement and customer focus.
- Act as the senior operational escalation point for the function.
- Ensure appropriate workforce planning, resource allocation and operational capacity to meet customer demand.
Customer Outcomes & Service Excellence
- Own customer outcomes across the operation, ensuring customers receive fair treatment and consistently high-quality service.
- Drive improvements in customer experience, contact centre performance and service delivery.
- Monitor customer feedback, complaints, quality trends and service performance, taking proactive action to address emerging issues and risks.
- Ensure customer interests remain central to operational decision-making.
About You
You will be an experienced senior operational and contact centre leader with a proven track record of leading large-scale customer-facing teams, ideally within a regulated financial services environment.
You will have strong experience managing through Team Leaders and will be comfortable operating in a high-volume contact centre environment , using data and performance MI to drive service excellence, productivity and customer outcomes.
You will combine strong people leadership and stakeholder management skills with a genuine focus on customer experience, operational excellence, performance improvement and developing high-performing teams .
Essential Experience
- Proven experience leading large contact centre and/or customer operations teams , through Team Leaders or equivalent management structures.
- Strong experience within a customer-facing, high-volume contact centre environment .
- Proven ability to drive contact centre KPIs, including service levels, productivity, quality, customer satisfaction and operational efficiency.
- Strong track record of delivering positive customer outcomes and service improvements.
- Excellent people leadership, coaching and development skills.
- Experience working within a regulated environment .
- Proven ability to use data, MI and performance metrics to identify trends and drive operational improvement.
- Experience managing customer complaints, escalations and service quality.
- Strong stakeholder management and influencing skills.
- Excellent communication, decision-making and leadership capabilities.
- Experience leading teams through operational change or transformation.
Desirable Experience
- Experience within pensions, SIPP, SSAS or wider financial services .
- Understanding of FCA regulatory requirements and Consumer Duty principles .
- Experience delivering operational transformation and change programmes.
- Experience managing multi-site contact centre or customer operations teams .
- Experience with workforce planning, capacity management and contact centre MI.
Head of Operations - Contact Centre in Bolton employer: Project People
Join a dynamic and innovative team at a leading UK mobile and digital infrastructure business, where your expertise as Head of Business Change will be pivotal in driving transformation. Enjoy a hybrid working model that promotes work-life balance, alongside a culture that values collaboration, professional growth, and the opportunity to lead a high-performing multidisciplinary team. With a focus on employee development and a commitment to delivering impactful change, this role offers a unique chance to influence key business outcomes in a thriving sector.
