Head of Contact Centre

Are you a Contact Centre Manager looking for the next step in your development?

Are you immediately available/ short term contract and need your permanent next step?

Can you balance the needs of the business with those of your team and influence change?

Are you confident running a sales operation?

Overview:

We may just have the opportunity for you! This is a great role for someone looking to Contact Centre Manager to a Head of role, reporting directly into the Managing Director. The opportunity to expand/ develop the role is there for the person that really wants to drive their own development.

The Business:

An SME Financial Services business who have 2 distinct markets. They are a family-owned business who are set to grow in 2024. There is a great opportunity to grow, build and develop the existing team.

The Role:

As the Head of Contact Centre, you will be leading a team of 3 Team Managers, with overall responsibility of running a team of 30 FTE. The team are a well-established talented team who are responsible for booking appointments/ visits for Financial Advisors across the UK. These are a mix of inbound and outbound calls, with all of the calls being those who are existing customers or who are making active enquiries through various digital channels.

As the Head of Contact Centre, you will be responsible for setting and managing KPIs, presenting forecasts, appointment figures and customer experience data to the SLT/ Board, coaching and developing the Team Managers and overall driving performance of the department. You will ensure that customers are placed at the heart of the operation, whilst ensuring high levels of engagement from the Contact Centre team. You will listen to the team and represent their voice in leadership meetings, always balancing the needs of the team, customer, and the business.

As the Head of Contact Centre, you will:

• Have led/ managed a contact centre team previously.
• Travel to the site in Leeds 3 x per week.
• Have strong presentation skills, with the ability to "hold a room." Presentations will be a regular part of your role.
• Be highly data literate, able to use that data to inform effective decision making.
• Be able to start within a 1-week notice

The Package:

Salary: £45,000 - £50,000 (OTE £65,000)

Benefits:

• Hybrid working available - 3 days in office
• 25 days holiday - plus bank holidays
• Birthday day off
• Holiday purchase scheme
• Flexible working hours
• Cash healthcare plan
• Cycle to work scheme
• Car share scheme
• Enhanced maternity and paternity pay
• Gym discounts
• Access to training
• Paid volunteering day
• Fun, friendly office atmosphere

The Interview Process:

1. Screen with Kerry @ Sudale Search
2. Presentation with current Head of and Managing Director (30-60-90 day)
3. Meet the team.