Head of Contact Centre Leadership Role

3 weeks ago


Leeds, Leeds, United Kingdom Page Personnel Sales Full time
About Our Client

Page Group is delighted to be working in partnership with an industry-leading business that is seeking a new Head of Contact Centre. Our client is an innovative and ever-evolving business, and this role will join their Senior Leadership team.

Job Description

Key Responsibilities:

  • Develop and implement a customer-first culture across the business, ensuring exceptional customer experiences.
  • Collaborate with the business technology team to optimize the CRM system, driving positive outcomes for customers.
  • Deliver performance against key metrics, including CSAT and FCR, to drive business growth.
  • Lead the development of operational strategies, aligning KPIs across the department to achieve overall business objectives.
  • Manage 3rd party supplier relationships, ensuring contractual agreements are met and performance is optimized.
  • Work closely with the finance function to manage the P&L, resourcing profile, and financial forecasting.
  • Drive continuous improvement activities across operations, fostering a progressive culture.
  • Hold regular customer operations management meetings to evaluate progress and business strategy.
  • Engage in cross-departmental collaboration to identify and address potential issues.
  • Leverage MI reporting to interpret data and drive improvements accordingly.
  • Develop key stakeholder relationships across the wider business.
The Successful Applicant

Requirements:

  • Experience managing a similar Customer Operation/Contact Centre function.
  • Experience in a regulated environment.
  • Management of 3rd party relationships.
  • Strong commercial and financial acumen.
What's on Offer

This is a fantastic opportunity to join a growing Leeds-based business as their new Head of Contact Centre. The role offers a salary of up to £65,000 plus bonus and excellent company benefits.



  • Leeds, Leeds, United Kingdom Local Care Direct Full time

    Job SummaryLocal Care Direct is a non-profit Social Enterprise operating 24/7 to provide various primary & urgent health care services across West Yorkshire.We have a full-time position available for a Head of Contact Centre Operations working hours per week across our Contact Centres based in Bradley & Leeds.The Head of Contact Centre Operations is a senior...


  • Leeds, Leeds, United Kingdom Local Care Direct Full time

    Job Title: Head of Contact Centre OperationsLocal Care Direct is a non-profit Social Enterprise operating across 24 hours a day, 7 days a week, 365 days a year, to provide various primary & urgent health care services across West Yorkshire.We have a full-time position available for a Head of Contact Centre Operations working hours per week across our Contact...


  • Leeds, Leeds, United Kingdom Local Care Direct Full time

    Job Title: Head of Contact Centre OperationsLocal Care Direct is a non-profit Social Enterprise operating across 24 hours a day, 7 days a week, 365 days a year, to provide various primary & urgent health care services across West Yorkshire.We have a full-time position available for a Head of Contact Centre Operations working hours per week across our Contact...


  • Leeds, Leeds, United Kingdom Local Care Direct Full time

    Job Title: Head of Contact Centre OperationsJob Summary:Local Care Direct is a non-profit social enterprise operating 24/7 to provide various primary and urgent healthcare services across West Yorkshire. We have a full-time position available for a Head of Contact Centre Operations, working hours per week across our Contact Centres in Bradley and Leeds.Job...


  • Leeds, Leeds, United Kingdom KPMG-UnitedKingdom Full time

    Job Title: Head of Payroll Leadership RoleJob Summary:We are seeking an experienced and skilled Head of Payroll to lead our payroll department in the UK. The successful candidate will be responsible for managing a team of payroll administrators, ensuring timely and accurate payment of employees, and maintaining compliance with HMRC regulations.Key...

  • Audit Leadership Role

    3 weeks ago


    Leeds, Leeds, United Kingdom https:jobs-redefined.cositemap Full time

    We're seeking a seasoned Internal Audit professional to lead our Technology team on the Core Platform replacement programme. As a pivotal leadership role, you'll provide critical independent assurance for large and complex Technology change, reporting to the Chief Internal Auditor. With responsibility for setting the internal audit assurance approach, you'll...

  • Audit Leadership Role

    4 weeks ago


    Leeds, Leeds, United Kingdom Leeds Building Society Full time

    Join Our Team as an Audit AssociateWe're seeking a highly skilled and experienced professional to play a pivotal leadership role in our Internal Audit team. As an Audit Associate, you will provide critical independent assurance for large and complex Technology change at an exciting time for the Society.Reporting into the Chief Internal Auditor, this role...

  • Audit Leadership Role

    4 weeks ago


    Leeds, Leeds, United Kingdom Leeds Building Society Full time

    Join Our Team as an Audit AssociateWe're seeking a highly skilled and experienced professional to play a pivotal leadership role in our Internal Audit team. As an Audit Associate, you will provide critical independent assurance for large and complex Technology change at an exciting time for the Society.Reporting into the Chief Internal Auditor, this role...

  • Audit Leadership Role

    4 weeks ago


    Leeds, Leeds, United Kingdom Leeds Building Society Full time

    Join Our Team as an Audit AssociateWe're seeking a highly skilled and experienced professional to play a pivotal leadership role in our Internal Audit team. As an Audit Associate, you will provide critical independent assurance for large and complex Technology change at an exciting time for the Society.About the RoleThis is a unique opportunity to work...

  • Audit Leadership Role

    4 weeks ago


    Leeds, Leeds, United Kingdom Leeds Building Society Full time

    Join Our Team as an Audit AssociateWe're seeking a highly skilled and experienced professional to play a pivotal leadership role in our Internal Audit team. As an Audit Associate, you will provide critical independent assurance for large and complex Technology change at an exciting time for our organization.About the RoleThis is a unique opportunity to work...

  • Audit Leadership Role

    4 weeks ago


    Leeds, Leeds, United Kingdom Leeds Building Society Full time

    Join Our Team as an Audit AssociateWe're seeking a highly skilled and experienced professional to play a pivotal leadership role in our Internal Audit team. As an Audit Associate, you will provide critical independent assurance for large and complex Technology change at an exciting time for the Society.About the RoleThis is a unique opportunity to work...

  • Audit Leadership Role

    4 weeks ago


    Leeds, Leeds, United Kingdom Leeds Building Society Full time

    Join Our Team as an Audit AssociateWe're seeking a highly skilled and experienced professional to play a pivotal leadership role in our Internal Audit team. As an Audit Associate, you will provide critical independent assurance for large and complex Technology change at an exciting time for our organization.About the RoleThis is a unique opportunity to work...


  • Leeds, Leeds, United Kingdom Mitie Full time

    Job Title: Deputy Head of SecurityJob Summary:The Deputy Head of Security is a leadership role that requires a strong and experienced individual to oversee the security operations of Mitie. The successful candidate will be responsible for ensuring the security and safety of clients, staff, and consumers, as well as protecting the assets of the client.Key...


  • Leeds, Leeds, United Kingdom Radio News Hub Full time

    Lead Our Newsroom TeamRadio News Hub is seeking a seasoned professional to lead our talented team of journalists from our state-of-the-art studios in Leeds City Centre.You will be joining a dynamic company that values creativity and innovation.We require a minimum of five years of experience in a radio newsroom, with exceptional people skills and the ability...


  • Leeds, Leeds, United Kingdom Radio News Hub Full time

    Lead Our Newsroom TeamRadio News Hub is seeking a seasoned professional to lead our talented team of journalists from our state-of-the-art studios in Leeds City Centre.You will be joining a dynamic company that values creativity and innovation.We require a minimum of five years of experience in a radio newsroom, with exceptional people skills and the ability...


  • Leeds, Leeds, United Kingdom Radio News Hub Full time

    Lead Our Newsroom TeamRadio News Hub is seeking a seasoned news professional to lead our talented team of journalists from our state-of-the-art studios in Leeds City Centre.You will be joining a dynamic company that values creativity and innovation.We require a minimum of five years of experience in a radio newsroom, with exceptional people skills and the...


  • Leeds, Leeds, United Kingdom Radio News Hub Full time

    Lead Our Newsroom TeamRadio News Hub is seeking a seasoned news professional to lead our talented team of journalists from our state-of-the-art studios in Leeds City Centre.You will be joining a dynamic company that values creativity and innovation.We require a minimum of five years of experience in a radio newsroom, with exceptional people skills and the...


  • Leeds, Leeds, United Kingdom Radio News Hub Full time

    Lead Our Talented Team of JournalistsRadio News Hub is seeking a seasoned professional to lead our team of journalists from our state-of-the-art studios in Leeds City Centre. As Head of News, you will be responsible for guiding our team towards excellence in radio news production.Key Responsibilities:Lead and develop our newsroom team, fostering a culture of...


  • Leeds, Leeds, United Kingdom Radio News Hub Full time

    Lead Our Talented Team of JournalistsRadio News Hub is seeking a seasoned professional to lead our team of journalists from our state-of-the-art studios in Leeds City Centre. As Head of News, you will be responsible for guiding our team towards excellence in radio news production.Key Responsibilities:Lead and develop our newsroom team, fostering a culture of...


  • Leeds, Leeds, United Kingdom EMED Group Full time

    Job Title: Contact Centre Advisor and ControllerWe are seeking a highly skilled and experienced Contact Centre Advisor and Controller to join our team at EMED Group. As a key member of our operations team, you will be responsible for providing exceptional customer service and ensuring the smooth operation of our contact centre.Key Responsibilities:Manage and...