Responsibilities
* Lead the Group Contact Centre Manager and workforce management functions, guiding a team of advisors and specialists.
* Own end‑to‑end contact performance: service levels, first‑contact resolution, quality, productivity, colleague engagement and customer satisfaction.
* Drive a relentless focus on getting it right first time, reducing failure demand and removing friction for our customers.
* Shape the channel strategy—voice, digital, self‑service and AI‑enabled—to ensure customers can reach us the way they want, when they want.
* Partner closely with Housing, Homecare, Complaints and IT colleagues to address root causes of demand, not just symptoms.
* Build robust workforce planning, real‑time operational management and forecasting capacity for a growing organization.
* Set, monitor and report on KPIs, and own the operational budget.
Qualifications & Experience
You’ll be a senior contact centre or customer operations leader, used to running a multi‑site, multi‑channel environment at scale. Your experience should include:
* A proven track record of running large contact operations and improving performance, engagement and customer outcomes.
* Strong commercial and analytical instincts—data‑driven decision making.
* Real expertise in workforce planning, channel design and contact centre technology.
* Credibility to lead managers‑of‑managers, coach senior leaders and influence at a senior level.
* A genuine passion for colleagues and customers, and the resilience to hold both in mind under pressure.
Benefits & Work Culture
You will find a collaborative, supportive culture where your ideas are valued, your impact is recognised and your leadership genuinely matters. We build a contact experience our customers can rely on, and your colleagues are proud to be part of.
We provide a competitive salary, a generous benefits package and opportunities for career development in a sector focused on community well‑being.
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