Head of Contact Centre Your new company Hays are recruiting for a permanent Head of Contact Centre based in Manchester City Centre. This position is responsible for leading and optimising the operations of a multichannel client service function. This role will ensure the delivery of exceptional service quality through effective workforce management, training, client communications, and change management. It combines strategic leadership with hands-on collaboration to balance immediate business needs and long-term capability development. Your new role Key Responsibilities Lead, coach, and motivate the Contact Centre team to deliver outstanding client outcomes. Design and implement business plans aligned with organisational priorities and client needs. Oversee contact volume forecasting, workforce planning, scheduling, and real-time management. Drive change management and business readiness activities for strategic initiatives and continuous improvement. Manage the design, delivery, and governance of client communications, ensuring clarity and compliance. Plan and govern training programmes for new hires, upskilling, regulatory, and role-specific requirements. Maintain a strong risk and control environment to ensure safe and compliant service delivery. Collaborate with senior leaders to optimise resource allocation and support long-term capability development. Set and review performance standards, adjusting strategies based on data and feedback. Participate in special projects and other duties as required. What you'll need to succeed Significant leadership experience within a financial services contact centre or operational environment. Strong knowledge of financial services and regulatory requirements; investment product knowledge desirable. Proven ability to lead, coach, and develop high-performing teams. Demonstrated success in designing and implementing business plans that improve performance and client outcomes. Excellent communication, facilitation, and stakeholder management skills. Strong organisational and prioritisation abilities with experience managing multiple initiatives. Undergraduate degree or equivalent experience; financial services or learning and development qualifications desirable. What you'll get in return Competitive salary of up to £140,000, bonus, hybrid working, exciting and modern Manchester city centre offices, excellent benefits. What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV. 4734366