Head of Contact Centre

Head of Contact Centre

Are you a commercially driven Contact Centre leader with a passion for customer experience?

We're looking for an experienced Head of Contact Centre to lead both Sales and Customer Service operations, driving revenue growth, improving conversion performance, and delivering exceptional customer journeys across multiple channels.

You'll be responsible for creating a high-performing, customer-focused culture, leading teams to exceed commercial targets while ensuring outstanding service delivery and complaint resolution. You'll also play a key role in shaping the future of customer contact through automation, AI, self-service solutions, and continuous process improvement.

What you'll bring:

• Proven leadership experience within a sales-focused contact centre or customer operations environment
• A track record of delivering revenue growth and improving conversion rates
• Strong experience leading customer service and complaint handling teams
• Knowledge of omnichannel contact centre operations
• Experience implementing automation, AI, self-service tools, or operational improvements
• Strong analytical, reporting, and stakeholder management skills
• Experience in the travel industry with knowledge of Package Travel Regulations would also be an advantage

What's in it for you?

• Opportunity to shape and influence customer strategy at a senior level
• Lead transformational change across sales, service, and technology
• Work closely with executive leadership to drive business performance
• Develop and inspire high-performing teams in a customer-centric organisation

If you're passionate about commercial success, customer excellence, and leading teams through transformation, we'd love to hear from you.