Head Of Contact Centre

CCA Recruitment Group; Southampton; On-site; GBP 63,000 - 77,000; Full time

Benefits offered by this job

Competitive salary

Performance bonus

Benefits package

Shape CX strategy

Senior leadership role

Collaborative culture

Job summary

CCA Recruitment Group in Southampton is seeking a strategic Head of Contact Centre & CX to define the operating model, drive performance and shape customer journeys across channels. This high‑profile role leads a multi‑layer management team, owns service levels, productivity, quality and engagement, and partners with senior stakeholders on transformation programmes.

The package includes a competitive salary with a benefits programme and a performance bonus, reflecting the senior leadership

Qualifications

• Significant experience leading large contact centre operations.
• Senior leadership roles in customer operations and CX.
• Proven track record delivering improvements in service and engagement.
• Strong stakeholder management and influencing skills.

Responsibilities

• Develop and deliver long-term strategy for the contact centre.
• Lead and develop a team of managers and operational leaders.
• Drive service excellence, customer satisfaction and performance.
• Shape and implement customer experience strategy across channels.
• Analyse feedback and data to identify improvement opportunities.
• Drive continuous improvement across people, processes and technology.
• Ensure journeys are efficient and aligned to business objectives.
• Own key metrics: service levels, productivity, quality, engagement.

Skills

Lead large contact centre operations

CX leadership

Stakeholder management

Analytical planning

Job description

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

• 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

• 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 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.