Contact Center Director

Intelix.AI; Croydon; Hybrid; GBP 125,000 - 150,000; Full time

Job summary

A leading tech firm in Greater London is seeking a Head of Customer Experience & Contact Center Operations. This senior leadership role involves overseeing multi-site customer service and contact center operations, ensuring strong performance, compliance, and quality standards. Candidates should have extensive experience in financial services and proficiency in relevant telephony platforms. The position offers a hybrid work model, competitive salary, and extensive benefits including health care and pensions.

Benefits

30 Days Holiday

14% Pension

Full Family Health Care

£17k Bonus

Qualifications

• Senior leadership experience in customer operations or contact-centre environments.
• Experience in a large financial services firm.
• Strong understanding of telephony and case-management platforms.

Responsibilities

• Oversee capacity planning, forecasting, and service-level delivery.
• Manage operational budgets and monthly performance reviews.
• Lead service tools oversight for reporting platforms.

Skills

Customer operations leadership

Telephony case-management platforms

Capacity modelling

Performance management

Analytical skills

Change management

Tools

Genesys

NICE

Zendesk

Salesforce Service Cloud

Job description

Head of Customer Experience & Contact Center Operations

London | Hybrid

Up to £100 + £17k Bonus, 30 Days Holiday, 14% Pension, Full Family Health Care +

This is a senior leadership experience in multi-site customer-service & contact-centre operations and requires a strong understanding finance, / banking telephony, case-management and workforce-management platforms (e.g., Genesys , NICE, Verint, Zendesk, Salesforce Service Cloud).

Overseeing multi-site operations including offshore locations you will own service performance across customer-service operations, ensuring consistent service levels, strong workforce planning, robust quality controls, and a high-performance culture. Lead risk management, operational reporting, and continuous improvement across multiple region

Key Responsibilities

• Oversee capacity planning, forecasting, and service-level delivery.
• Manage operational budgets and monthly performance reviews.
• Lead service tools oversight (telephony, case management, reporting platforms).
• Drive a strong risk-management culture and compliance with customer-outcome obligations.
• Build capability : recruitment, onboarding, skills development, competency frameworks.
• Lead Quality Assurance and ensure consistent service standards.
• Develop executive-level reporting and operational dashboards.
• Partner with product, change, and technology teams to improve customer journeys.
• Monitor industry best practice and competitor activity to inform service strategy.

Candidate Profile

• Senior leadership experience in customer operations or contact-centre environments.
• Prior experience in a Large Financial Services firm. (Bank, Insurance, Credit Cards Etc.)
• Strong understanding of telephony / case-management platforms (e.g., Genesys, NICE, Zendesk).
• Skilled in capacity modelling, forecasting, and performance management.
• Experience operating in regulated environments.
• Strong analytical, reporting and stakeholder-management capabilities.
• Proven track record developing teams and uplifting service culture.
• Comfortable leading through change and transformation.