We’re looking for an exceptional Head of Contact Centre to lead and transform our multi-channel customer operations. You’ll shape strategy, performance, and future direction, leading around 150 colleagues across Hatfield and Folkestone.
This senior leadership role is pivotal in ensuring customers receive a trusted, consistent, and high-quality service across phone, web chat, video, and social channels. You’ll build a modern, resilient contact model, drive operational excellence, and embed a strong customer-first culture, ensuring needs are resolved right first time, on time.
Key Responsibilities
1. Set the strategic direction for the Contact Centre, aligning customer expectations with organisational goals.
2. Lead the delivery of a high-performing, multi-channel contact operation, ensuring service, quality and customer satisfaction targets are met.
3. Use customer insight and operational data to drive continuous improvement and innovation.
4. Develop and lead a high-performing leadership team, creating an engaged and inclusive culture.
5. Partner with workforce planning teams to ensure effective forecasting, scheduling and resource utilisation.
6. Champion improvements to customer journeys, reducing repeat contact and cost-to-serve.
7. Build strong partnerships across the organisation and with external partners to optimise technology and capability.
8. Ensure the Contact Centre operates with strong governance, resilience and regulatory compliance.
About You
You are a strategic and experienced leader with a track record of delivering results in complex customer operations.
You will bring:
9. Significant senior leadership experience in contact centres or large customer operations
10. Experience managing large, complex teams and multi-channel environments
11. Strong expertise in workforce planning and operational performance
12. The ability to lead effectively through major customer events or crisis situations
13. Excellent communication, influence and stakeholder management skills
14. Experience presenting to Executive or Board-level stakeholders is advantageous.
This is an opportunity to lead a critical customer function, shape the future of our contact model and make a meaningful impact on the experience we deliver to our customers.
Benefits:
15. Salary circa £100k dependant on skills and experience
16. Car allowance
17. Learning and development opportunities, including mentoring and a range of formal courses and open learning resources.
18. Entry into the Senior Manager bonus scheme.
19. Annual leave from 26-30 rising with length of service, and the option to purchase up to 5 extra days.
20. A ‘Celebration Day’ in addition to public holidays that people can use to celebrate a religious festival or other occasion that is important to them.
21. A generous 'double match pension scheme' that doubles the contributions you make (company contribution capped at 12%)
22. We offer a range of family benefits including enhanced Maternity, Adoption, Paternity, Shared Parental Leave, Fertility Support Leave and up to 5 full or 10 half days of paid Carers Leave.
23. Menopause policy and Reasonable Adjustment policy to help everyone perform at their best.
24. Access to our Wellbeing Centre with support for looking after your physical and mental health.
25. Discounts at a Range of Retail Outlets and on Dental and Medical Insurance through our Tap4Perks scheme.
26. Up to 4 Affinity days a year to volunteer in the community.
27. Life Assurance.
Disability Confident
As a Disability Confident employer, we’re committed to offering interviews to disabled candidates who meet the essential criteria and opt in on the application form. Ask the Talent Acquisition lead for the full job description to see all the criteria. If we have a very high volume of applicants and we’re not able to offer interviews to all, we’ll take a fair and proportionate number of disabled candidates through.
Affinity Water recognises the benefits of greater diversity in our workforce to better reflect the communities we serve. We are committed to building a more inclusive culture where every member of our workforce can thrive.
You can find out what it’s like to work at Affinity Water through our career site where our colleagues share their career development stories and you can get a feel for our company culture.