What is great about the role? Lead the transformation of our contact centre operations to deliver brilliant, consistent service. Join up our customer support functions so the experience feels seamless end to end. Tackle the root causes of failure demand, using insight, data and creativity to make things simpler for customers and colleagues. Design new frameworks, shape digital channels, and embed sustainable improvements that will last. Work closely with senior leaders, tech and operational teams to turn ideas into real change. Where does the role fit in? This is a senior-level role providing additional leadership capacity during a period of transformation. You’ll play a key part in ensuring continuity, resilience, and innovation in how we manage customer contact. You’ll also act as an ambassador for excellent customer service, building strong relationships across the business and beyond. What skills and experience do you need? You’re a collaborative, forward-thinking leader with strong experience in customer contact transformation. You know how to use insight to drive decisions, communicate clearly at all levels, and inspire teams through change. Above all, you care about delivering great experiences for our customers. What are the pay and benefits? The salary is £64,982 for a 37 hour full time, 12 month position. Working days are predominately Monday to Friday days or you can work compressed hours on a 9 day fortnight. 26 days holiday entitlement plus Bank holidays, rising to 30 days with length of service All other internal benefits FREDIE At Pobl Group we are guided, in all that we do, by a group of principles that we call FREDIE, these are: Fairness, Respect, Equality, Diversity, Inclusion, Engagement. This means that whatever your background, you will have an equal opportunity at Pobl Group and we encourage you to apply now. How do you apply? If you have the skills, experience and enthusiasm required to be our next difference maker, please follow the prompts to apply now. We just need an up-to-date CV, short/focused cover letter along with a few contact details so that we can get back in touch with you. Interviews will be taking place on 4 th November in our Cardiff office. If you would like any support with your application or to discuss any adjustments that you may require to support you to application process, please contact group.talent@poblgroup.co.uk or 0300 3735262