Customer Care Performance Optimisation Lead

Matalan; Liverpool; Hybrid; GBP 65,000 - 80,000; Full time

Benefits offered by this job

20% staff discount

Thrive Recognition Scheme

Wellbeing support provided by the Ret

Life Assurance

Retail Rewards platform offering extra

Pension Scheme

Career development opportunities

Additional role-based benefits

Job summary

Matalan is seeking a Contact Centre Performance Lead to turn operational data into clear priorities that enhance customer outcomes, service delivery and cost efficiency across our outsource partner team and the inhouse Support Hub.

You will translate insights into practical improvement plans, optimise third‑party systems to reduce avoidable contact, and provide actionable reporting to guide Customer Care strategy.

Qualifications

• Strong understanding of contact centre performance drivers and the relationship between customer demand, resource capacity, service levels, resolution and cost.
• Previous experience of working with both inhouse and outsource partner teams
• Understanding the planning cycle, and the implications of changes in demand / efficiencies has on budget
• Strong analytical capability, with the curiosity to investigate trends, identify root causes and turn complex data into clear, evidence-based recommendations.
• Ability to request, interpret and challenge data appropriately, working with specialist teams to improve the quality and usefulness of reporting.
• Proven ability to build effective internal and external stakeholder relationships, influence priorities and secure support for improvements.
• Familiarity with third-party contact centre systems and the ability to identify opportunities to improve their use.
• A customer-centred approach to reviewing processes, reducing friction and improving the effectiveness of customer interactions.
• Confidence to constructively challenge established processes and communicate practical recommendations to operational leaders.
• Ability to prioritise performance risks and improvement opportunities across a fast-moving, multi-site operation.
• Clear presentation of insights and the ability to present to different stakeholders with clear objectives / outcomes defined

Responsibilities

• Forecasting and resource planning: Validate the planning cycle for the outsource partner team and the Support Hub; explain variances to strengthen future plans.
• Operational performance: Monitor real-time contact volumes, resource availability and service performance; adjust plans with leaders.
• Budget and efficiency: Maintain visibility of resource requirements against budget; identify sustainable cost-reduction opportunities.
• Customer journey improvement: Analyse drivers and pain points to identify avoidable demand; track impact of changes.
• Systems optimisation: Maximise the use of third-party systems to improve efficiency and reduce inbound contact.
• Reporting and insight: Produce clear performance reporting; partner with Data to strengthen outsourcing data footprint.
• Performance improvement: Turn insights into actions with owners and follow-up; target training where needed.
• Channel development: Support transition to live channel as primary interaction channel; monitor adoption and outcomes.
• Stakeholder partnership: Build relationships across teams to align priorities with Customer Care strategy.

Skills

Data analysis

Forecasting

Performance management

Outsourced partner collaboration

Stakeholder management

Reporting & insights

Systems optimisation

Cost efficiency

Tools

Third-party systems

Job description

Matalan is seeking a Contact Centre Performance Lead to turn operational data into clear priorities that enhance customer outcomes, service delivery and cost efficiency across our outsource partner team and the inhouse Support Hub.

You will translate insights into practical improvement plans, optimise third‑party systems to reduce avoidable contact, and provide actionable reporting to guide Customer Care strategy.