Head of Contact Center - Studentjob.co.uk
Jobster Southampton, England, United Kingdom
This is a pivotal leadership role with genuine succession opportunity, within one of the UK’s largest service operations.
You’ll join a Senior Management team passionate about doing things right; for customers, colleagues, and the sphere they serve, and lead a contact and response centre encompassing critical service functions.
Your goal: to take this operation and turn it into a technology-led, insight-driven centre of excellence.
You’ll optimise performance, strengthen customer relationships, and lead a transformation that makes the service smarter, faster, but without losing that critical human touch.
Lead a capable and committed management team and take total control of the budget and resources at your discretion, to make real change.
Key responsibilities include:
* Optimising workforce planning and process design.
* Embedding technology and rethinking customer journeys.
* Ideate, execute and own the operation.
Ideal candidate:
* An experienced operational leader who combines commercial rigour with empathy and purpose.
* Someone who wants total autonomy and ownership of a business unit, operating as a mini‑MD, with future development into a larger role within a PE business.
* Comfortable managing complex, regulated service environments and being able to dive into details one day and look at the broader picture the next.
* Ability to inspire teams and plan annual budgets.
Must demonstrate that:
* You’ve led large‑scale (200+ seat) contact or service centre operations with measurable performance improvement.
* You can work with customers to deliver exceptional experiences and outcomes, understanding their challenges and advocating for improvement.
* You know how to use data, systems, and technology to drive smarter service delivery.
* You’re confident managing multiple stakeholders, including senior leadership and key clients.
* You can balance commercial accountability with a deep understanding of people and culture.
* You’re calm under pressure and thrive in environments where reliability and trust matter most.
* You bring an engaging, empowering leadership style, enabling strong managers to own their domains and grow.
* You’re looking for a long‑term opportunity to make an impact, work closely with the MD, and build your own senior leadership growth plan.
Package:
* £90,000 - £110,000 + bonus.
* 26 days holiday plus bank holidays.
* Increased pension contribution.
* Private Medical Insurance.
* Life Assurance.
* Hybrid working, with a Southern‑Hampshire office (very flexible setup).
Seniority level
* Director
Employment type
* Part‑time
Job function
* Other
* Software Development
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