Lead and transform a busy customer contact centre by embedding a new, board-backed customer excellence strategy. Drive service improvements through data, technology, and people development in a proactive, values-driven environment. Client Details A fantastic opportunity has arisen for a Head of Customer Contact Centre to join a forward-thinking and values-led organisation in the Midlands. This is a newly created position, born out of significant investment in their customer strategy, with a clear focus on improving how customers feel and engage with the business. This role is all about leading from the front - working with a busy contact centre operation and embedding a new Customer Excellence Strategy that has full board-level backing. It's a brilliant opportunity for someone who thrives on making a difference, improving services through data and insights, and leading people through positive change. Description What you'll be doing day-to-day: Transforming this reactive contact hub into a proactive contact centre with a identity and forward thinking way of working. You'll own all aspects of contact, people, process and stratergy. Leading a customer contact centre of around 70FTE, with 5 senior managers, handling 30,000 contacts per month Driving improvement using complaints, feedback, and service data Championing a first-time resolution culture and proactively solving problems Owning internal relationships and representing the customer operation at all levels Embedding new technology and supporting future transformation Coaching, developing, and supporting your team while delivering an excellent customer experience Supporting the vulnerable customer strategy and making a real difference to people's lives Profile Who we're looking for: An experienced 'Head of' contact centre or customer care leader from a regulated, customer-focused environment Someone hands-on, passionate about people, and motivated by delivering service excellence Track record of delivering operational change over 18-36 months Skilled in using data and insight to drive service improvements Experienced in balancing day-to-day performance with long-term strategy Based within a reasonable commute of a Midlands-based head office (2-3 days per week on site) Job Offer What's on offer: A competitive salary around £85,000 Car allowance Bonus 28 days holiday bank holidays Matched pension Private medical insurance Life assurance x4