Head of Contact Centre

Location: Hybrid/London, NW1Salary: £100,044 - £125,055 per annum plus £5,000 car allowanceHours: 36 per week Contract Type: PermanentAre you a strategic leader who is passionate about delivering exceptional customer service and shaping the future of customer engagement? We''re looking for an experienced Head of Contact Centre to lead, inspire and develop a high-performing multi-site Contact Centre and planning operation within a dynamic Housing Association.In this pivotal leadership role, you''ll provide strategic oversight across customer contact, resource planning and repairs planning functions. You''ll be responsible for ensuring operational excellence while consistently delivering and exceeding the targets set out in the annual business plan. By championing a truly customer-centric culture, you''ll help ensure that services not only meet regulatory requirements but also deliver a seamless and positive experience for every resident.You''ll lead a large and complex customer service function, planning and organising activity to achieve high service standards and compliance with Consumer Standards. Working closely with senior stakeholders across the organisation, you''ll optimise the customer journey, strengthen collaboration, and ensure stakeholders fully understand the purpose, value and impact of the Contact Centre and planning teams.We''re looking for a leader who combines strategic thinking with operational expertise. You''ll bring senior-level experience in customer ..... full job details .....