Head of Contact Centre & CX Strategy

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

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