Head of Contact Centre

Head of Contact Centre and 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 and 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 As Head of Contact Centre and CX, you will: 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 ..... full job details .....