Head of Contact Centre & Customer Experience

Southampton | c£70.000 + Benefits

Are you a strategic contact centre leader with a passion for delivering exceptional customer experiences?

We are seeking an experienced Head of Contact Centre & Customer Experience to lead and evolve a large-scale customer operation in Southampton. This is a high-profile leadership role responsible for defining operational strategy, driving performance, enhancing customer journeys, and creating a culture centred around service excellence.

Reporting into the senior leadership team, you will lead a multi-layered management structure and take ownership of both operational performance and customer experience delivery across all channels.

The Role

As Head of Contact Centre & CX, you will:

• Develop and deliver the long-term strategy for the contact centre operation.
• Lead, inspire and develop a team of managers and operational leaders.
• Drive service excellence, customer satisfaction and commercial performance.
• Shape and implement the organisation's customer experience strategy.
• Analyse customer feedback, insight and operational data to identify opportunities for improvement.
• Drive continuous improvement initiatives across people, process and technology.
• Ensure customer journeys are efficient, seamless and aligned to business objectives.
• Own key operational metrics including service levels, productivity, quality, customer satisfaction and employee engagement.
• Partner with senior stakeholders across the business to deliver customer-focused transformation programmes.
• Lead change management projects and support future growth plans.

About You As Head of Contact Centre & CX

We are looking for a proven operational leader who can demonstrate:

• Significant experience leading large contact centre operations.
• Experience operating in a Head of Contact Centre, Head of Customer Operations, Customer Services Director or similar senior leadership role.
• Strong customer experience (CX) leadership experience, including customer journey improvement and voice of customer programmes.
• A track record of delivering measurable improvements in service, engagement and operational performance.
• Exceptional stakeholder management and influencing skills.
• Strong commercial awareness and the ability to balance customer outcomes with business objectives.
• Experience leading through change and transformation.
• Excellent analytical and strategic planning capabilities.

What's On Offer as a As Head of Contact Centre & CX,

• Competitive salary
• Performance-related bonus
• Comprehensive benefits package
• Opportunity to shape the future customer strategy of a growing organisation
• Senior leadership position with significant influence across the business
• Collaborative and forward-thinking culture

If you are a strategic customer operations leader looking for an opportunity to make a lasting impact on both operational performance and customer experience, we would love to hear from you.

Disclaimer

CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting your CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, and all telephone calls may be recorded for training and auditing purposes, your personal data will be held on our secure internal CRM system indefinitely. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 10 years inactivity your CV will be deleted permanently from our database.

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