Head of Contact Centre

Head of Contact Centre

This business is thriving! They are an industry leader in travel and are looking for a key member of the leadership team to join them in a Head of Contact Centre role. You will be managing a total headcount of between 40 - 60 with emphasis on improving performance, processes and recruitment.

Head of Contact Centre - What will I be doing?

• You will be accountable for all aspects of the customer service team and associated delivery. You will design, execute, and lead an effective contact centre and customer operations strategy, which leverages resources, skills and technology to deliver against core KPI's.
• You will lead, manage, and motivate your team to provide best in class service to customers, achieved through setting standards, on-going training and coaching as well as the effective monitoring of performance against key performance indicators.
• You will monitor trends, contact drivers and issues, making recommendations to improve the customer experience and efficiency of the team.
• As part of this role, you will be responsible for ensuring that the budget is adhered to and successfully met, working with the business optimization team to help scale the operation and improve performance by reducing customer effort and improving processes.

Head of Contact Centre - What experience do I need?

• It is essential that you have a solid background in leading multifunctional contact centre teams in a senior role - ideally within the travel industry
• You will need to have experience running remote and hybrid teams and have a strong background in people management.
• Good working knowledge of UK HR - Essential
• Experience working in a start-up/e-commerce environment.

Head of Contact Centres - What else do I need to know?

This is a vibrant office on the South Coast - it's a great place to be - the core hours are Monday to Friday 9 - 5.30. There is a good salary, plus annual bonus, 25 days holiday plus bank holidays (and the ability to buy extra holiday) and a variety of other benefits. This is a real opportunity for someone to make a difference - a great challenge for someone to take on in a dynamic industry leading business. This is a hybrid role with a necessity to be in the office ideally at least twice a week - perhaps more initially.