Role: Contact Centre Director (Helpdesk)
Location: Manchester, UK
Type: Inside (IR35)
Key Responsibilities
Strategic Leadership
* Develop and deliver the overall Helpdesk strategy, aligned with client vision, values, and customer service objectives.
* Define and implement a clear operating model that ensures efficiency, consistency, and high-quality service delivery.
* Lead transformation programmes that enhance digital capability, self-service, automation, and data-led decision making.
Operational Excellence
o Oversee the day-to-day performance of all helpdesk operations, ensuring SLAs, KPIs, and client expectations are consistently met or exceeded.
o Manage the end-to-end workflow of helpdesk operations, from first contact to resolution, ensuring seamless handovers and accountability across teams.
o Drive continuous improvement in processes, systems, and ways of working to maximise productivity and customer satisfaction.
People Leadership
o Lead, coach, and develop senior managers and team leaders, fostering a culture of engagement, high performance, and customer focus.
o Build capability across the helpdesk organisation, ensuring robust succession planning and career development opportunities.
Client & Stakeholder Management
o Act as the senior point of contact for escalations and strategic discussions with key clients.
o Partner with internal stakeholders across Operations, IT, HR, and Finance to ensure seamless service delivery.
o Represent Mitie Helpdesks externally, promoting our capabilities and thought leadership within the facilities management industry.
Commercial & Financial Accountability
o Develop and manage budgets, ensuring cost efficiency and value for money in service delivery.
o Identify opportunities for growth, innovation, and added value to clients.
o Provide accurate reporting and insights to the executive team.
Person Specification-
* Proven experience in leading large-scale helpdesk or contact centre operations, ideally in a multi-client environment.
* Strong understanding of end-to-end workflow management, including call handling, triage, escalation, resolution, and customer feedback loops.
* Demonstrated success in developing and delivering strategic transformation programmes.
* Excellent people leadership skills, with the ability to inspire, motivate, and develop teams at all levels.
* Strong commercial acumen, with experience managing budgets and delivering operational efficiencies.
* Expertise in using technology and data to drive decision-making, performance improvements, and customer insights.
* Exceptional stakeholder management, influencing, and communication skills
GCS is acting as an Employment Business in relation to this vacancy.