Head of Customer Contact Centre – Hire DirectLocation: Haydock/ North West basedBusiness Area: Speedy SolutionsSpeedy are the UK's leading hire provider, offering the widest range of tools, specialist hire equipment, plant, and support services – everything for every job.We are now looking for an experienced and inspiring Head of Customer Contact Centre – Hire Direct to lead one of the most important functions within our business.Based in Haydock, this senior leadership role offers the opportunity to shape the future of our national customer contact operation and make a real impact on customer experience, commercial performance, and colleague engagement.About the RoleThis is a highly visible, hands-on leadership position, responsible for the day-to-day and strategic management of our Hire Direct contact centre.Leading a team of approximately 140 colleagues, you will ensure we deliver exceptional service to our national and key account customers, while driving strong commercial outcomes and building a high-performance, customer-focused culture.You will play a critical role in strengthening customer relationships, supporting business growth, and raising the profile of Hire Direct across the Speedy Group.Key ResponsibilitiesOperational LeadershipTake full ownership of daily performance across the Customer Contact CentreProvide visible, hands-on leadership across multiple teamsLead, motivate, and develop circa 140 colleaguesEnsure the contact centre operates as a commercial engine for Hire DirectCustomer Experience & National AccountsDeliver consistently high levels of customer serviceAct as the senior escalation point for key customersBuild strong, long-term partnerships with national accountsEnsure complex hire requirements and SLAs are delivered accurately and efficientlyEmbed a truly customer-first mindsetPerformance & Commercial ExcellenceDrive performance across key measures including response times, accessibility, and hire conversionUse data and MI to manage performance in real timeLead continuous improvement initiativesWork closely with Sales and Operations teams to deliver seamless hire journeysCulture & People DevelopmentCreate a high-performance, engaging, and inclusive working environmentDevelop strong frontline leaders through coaching and mentoringDrive colleague engagement, retention, and developmentBuild a culture where people feel valued, motivated, and proud of their workProcess & Continuous ImprovementLead improvements to systems, processes, and workflowsChampion the effective use of technologyDeliver change initiatives that improve efficiency and service qualityWhat We're Looking ForWe are looking for a confident, commercially minded leader who is passionate about customer service and people development.Essential:Senior leadership experience within a high-volume contact centre or customer operations environmentProven experience leading large teams (100 colleagues)Strong hands-on leadership styleExperience supporting national or strategic accountsCommercial awareness with a track record of driving performanceConfident using MI and data to inform decisionsDesirable:Experience within hire, construction, logistics, or B2B servicesExposure to multi-site or multi-channel operationsExperience leading cultural change programmesWhat We OfferWe are committed to supporting your success and wellbeing and offer a comprehensive benefits package, including:26 days' holiday plus bank holidaysCompany car or cash car allowanceLife assuranceCompany pension schemeCanteen facilities (where applicable)95% discount across the Speedy brandTraining, development, and clear career progression opportunitiesVoluntary Health Cash PlanMy Staff Shop discounts and offersGreen Commute Initiative (Cycle to Work scheme)PAM Employee Assistance Programme (EAP) for wellbeing, legal, and financial supportCareer Line of Sight programmeWork Life BalanceAt Speedy, we are proud of our industry-leading Work Life Balance initiative, supporting colleague wellbeing and promoting balanced working patterns.We encourage open conversations around flexible working, where operationally possible, to help you achieve the right balance between work and home life.Why Join Speedy?At Speedy, our people are at the heart of everything we do.We are passionate about developing talent, promoting from within, and creating an inclusive workplace where everyone can thrive.Many of our leaders have grown their careers with us, and we are proud of our strong culture of internal progression.Additional InformationWe reserve the right to close this vacancy early if we receive a high volume of applications, so early applications are encouraged.Some roles within The Speedy Group UK & Ireland may require DBS, credit, or security clearance checks.Speedy is an equal opportunity employer and is committed to creating a diverse, inclusive, and supportive working environment.All applicants will be considered regardless of ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran status, neurodiversity, or disability.All roles require proof of right to work in the UK prior to commencement.For more information on our ESG governance, please visit:https://www.speedyservices.com/esg/governance