Head of Customer Contact Centre

Location: Haydock/ North West based

Business Area: Speedy Solutions

Speedy are the UK’s leading hire provider, offering the widest range of tools, specialist hire equipment, plant, and support services – everything for every job. We are now looking for an experienced and inspiring Head of Customer Contact Centre – Hire Direct to lead one of the most important functions within our business. 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.