Job description:
Interim Maternity Leave Head of Contact Centre
September Spring 2026 (inclusive)
Full or Part Time (minimum 3 days a week) - Office based (Warrington) - Flexible Hours
Alertacall has an exciting opportunity for an Interim Head of Contact Centre to cover upcoming maternity leave.
Alertacall is a successful, growing business, providing services that help tens of thousands of older and higher needs people feel safe, connected and informed within the social housing and retirement sector.
Are you able to lead and manage a high-performing contact centre team? Are you focused on delivering exceptional customer service? Are you able to support a recently formed team through continuous improvement and development? If so, this role may be for you.
We are looking for someone who:
* Has a background and experience in a similar role and environment, with excellent leadership skills and is accustomed to working in a fast-paced environment.
* To continue to develop a positive office culture focusing on core values, promoting open communication, fostering teamwork and providing opportunities for development, we are looking for someone who will continually be focused on developing the knowledge and skills of the team.
* Lead and manage any recruitment and identify training/knowledge gaps alongside the People Manager, Head of People, and Learning and Development Team.
* Be able to promote a new learning management system and new training hub to ensure staff are effectively trained and confident in their roles, and there is an ongoing mentor and support scheme in place to grow knowledge and confidence of our contact centre team.
* Continue to embed the company's performance guidelines, and ensure the operational day-to-day running of the Contact Centre is managed effectively.
* Can quickly and effectively learn and understand new operational processes, stepping in and offering assistance to the team when needed.
* Be able to analyse and report on data regarding performance, trends and KPI's and use this information to highlight and identify inefficiencies in the contact centre.
* Work closely with our compliance team to ensure quality assurance requirements are met.
* Work closely with the Contact Centre Management Team to ensure the progression of 1-2-1 meetings and goal focus.
This role will be office-based in Warrington with occasional travel to Windermere.
Job Types: Full-time, Part-time, Temporary
Schedule:
* Monday to Friday
* Weekend availability
Work Location: In person