Head of Contact Centre Operations

Thirteen Group; Tees Valley; Hybrid; GBP 61,000 - 75,000; Full time

Benefits offered by this job

Salary

Annual leave 28–31 days + birthday day

Pension up to 17%

Health benefits (Simply Health)

Discount platform (T’dar)

Annual leave buy/sell

Job summary

Thirteen Group is seeking a Head of Contact Centre Operations to lead our Customer Experience team, shaping omnichannel service across digital, phone and in-person channels from the office three days a week from Hudson Quay or stores. You’ll drive a customer-first culture with data-driven decisions while ensuring accessibility and inclusion.

This senior role requires experience in leading large-scale service performance and transformation, with flexibility to work across offices and stores as

Qualifications

• Evidence of senior leadership in customer engagement, experience or service operations management.
• Ability to define strategies and oversee large-scale service performance and transformation.
• Ability to align customer outcomes with operational efficiency and risk management.

Responsibilities

• Lead and develop managers and teams responsible for first point of contact and service delivery, embedding a customer-first culture.
• Drive omnichannel strategy to make services simple and accessible across digital, phone and face-to-face channels.
• Own first point of contact service performance, including first-time resolution and customer satisfaction.
• Champion digital adoption, accessibility and inclusive service design to ensure effortless interactions.
• Use customer insight and performance data to improve and transform contact services.
• Provide leadership across operations, quality frameworks, customer-facing tech, and regulatory compliance.

Skills

Leadership

Customer experience

Omnichannel strategy

Data-driven decisions

Stakeholder management

CIH Level 4 housing

Education

CIH Level 4 housing

Job description

Join us as Head of Contact Centre Operations at Thirteen Group!

Role Overview

Thirteen Group is on the lookout for a Head of Contact Centre Operations (internally known as Head of Touchpoints) to join our Customer Experience team, leading the design and delivery of outstanding customer experiences across digital, phone and face-to-face channels.

This is a roam role, so you’ll work at least three days a week from Hudson Quay or one of our stores. We’ll need you to be flexible around business and team need, so you may need to come into the office more frequently when required.

Thirteen Benefits

• Salary £67,857 per annum.
• Annual leave starting at 28 days and rising to 31 days after three years, a day off for your birthday, plus bank holidays.
• Pension up to 17% contributions, with flexible contribution rates of up to 7% colleague and up to 10% employer.
• Simply Health save money on common health expenses and access health and wellbeing support services.
• T’dar our discount and reward platform, giving you huge savings on everyday brands.
• Opportunities to buy and sell annual leave.

Key Responsibilities

• Lead and develop managers and teams responsible for first point of contact and service delivery, embedding a customer-first culture centred around insight, accountability and continuous improvement.
• Drive our omnichannel strategy, making services simple, accessible and efficient across digital, phone and face-to-face customer touchpoints.
• Take accountability for first point of contact service performance, including first-time resolution, customer satisfaction and demand management.
• Champion digital adoption, accessibility and inclusive service design to ensure every customer interaction feels effortless and valued.
• Use customer insight and performance data to improve and transform contact services.
• Provide leadership and assurance across first point of contact operations, quality frameworks, customer-facing technology, operational risk and regulatory compliance.

About You

• Is passionate about customer experience excellence and motivated by our vision to be the most trusted housing association, with happy customers.
• Is a proven senior leader with experience in customer engagement, customer experience or service operations management.
• Has expertise in defining strategies and overseeing large-scale service performance and transformation initiatives.
• Can align customer outcomes, operational efficiency and organisational risk effectively.
• Is skilled at collaborating, influencing and building strong relationships with senior stakeholders across organisational boundaries.
• Is an inspiring people leader with strong performance management and data-driven decision-making skills.
• Holds a CIH Level 4 qualification in housing, or is willing to complete one.

Why Thirteen

At Thirteen, we work together to provide quality homes, build stronger communities and support people to live well. As the largest housing association in the North East and among the top 25 nationally, we manage over 36,000 homes, with more than 1,600 colleagues providing services for around 100,000 customers.

Our vision is to be the most trusted housing association, with happy customers. In fact, we put customers at the heart of everything we do.

• Join a team that’s local at heart but welcomes talent from everywhere.
• Be part of an organisation that values diversity and inclusivity.
• Be part of a company that offers tailored support services, going beyond housing solutions.

As part of our hiring process, if you’re successful, we’ll need to verify your right to work in the UK. Unfortunately, we are not a Skilled Worker Sponsoring Employer at this time.