Head of Contact Centre Services

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Are you a visionary leader who loves transforming insights into impactful actions?

As a Head of Contact Centre Services, you'll develop and deliver the overall support functions of our fast-paced, multi-site, multi-channel Contact Centre, where over 1.5 million customer interactions are managed yearly by a dedicated team of over 100 professionals.

In this key role, you'll be at the heart of our mission to deliver outstanding service to our customers and stores. Working hand in hand with the Head of Contact Centre Operations, you'll be involved in crafting and executing a forward-thinking strategy that ensures we consistently exceed customer service expectations. Collaboration will be key as you work closely with senior stakeholders, including the Head of Customer Operations and the Director of Customer Operations, ensuring that our Contact Centre objectives align seamlessly with broader goals for the business.

As the driving force behind our insights team, you'll use data from various sources (telephony systems, MAZE platforms, and more) to develop actionable plans to elevate the customer experience. With a strong focus on analytics, you'll make sure that the Contact Centre and retail operations management information needs are met and delivered through PowerBI or other agreed platforms.

But your influence doesn't stop there, you'll also oversee the day-to-day operations, ensuring robust planning and execution are in place and that the Contact Centre systems and telephony are optimised to deliver excellent service. This also includes managing the overall budget, accurately forecasting and analysing data to optimise resource allocation. You'll also drive the training and development offering within the Contact Centre, supporting career growth and succession planning.

To be the best in this role you'll need a ton of experience in data analysis, and senior stakeholder engagement and have experience in creating and leading high-performing teams. Here, your leadership will not only inspire others but will also drive meaningful change.

You'll have the flexibility to work some of your time at our Nottingham office and the other from home.

This role closes on Wednesday 18 August 2024. So don't delay your application, apply now - you'll be glad you did.

Please note we may decide to close the vacancy early, if we receive a high volume of quality applications.

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