Head of Contact Centre

Head of Contact Centre

Your new company
Hays are recruiting for a permanent Head of Contact Centre based in Manchester City Centre. This position is responsible for leading and optimising the operations of a multichannel client service function. This role will ensure the delivery of exceptional service quality through effective workforce management, training, client communications, and change management. It combines strategic leadership with hands-on collaboration to balance immediate business needs and long-term capability development.
Your new role
Key Responsibilities

• Lead, coach, and motivate the Contact Centre team to deliver outstanding client outcomes.
• Design and implement business plans aligned with organisational priorities and client needs.
• Oversee contact volume forecasting, workforce planning, scheduling, and real-time management.
• Drive change management and business readiness activities for strategic initiatives and continuous improvement.
• Manage the design, delivery, and governance of client communications, ensuring clarity and compliance.
• Plan and govern training programmes for new hires, upskilling, regulatory, and role-specific requirements.
• Maintain a strong risk and control environment to ensure safe and compliant service delivery.
• Collaborate with senior leaders to optimise resource allocation and support long-term capability development.
• Set and review performance standards, adjusting strategies based on data and feedback.
• Participate in special projects and other duties as required.

What you'll need to succeed

• Significant leadership experience within a financial services contact centre or operational environment.
• Strong knowledge of financial services and regulatory requirements; investment product knowledge desirable.
• Proven ability to lead, coach, and develop high-performing teams.
• Demonstrated success in designing and implementing business plans that improve performance and client outcomes.
• Excellent communication, facilitation, and stakeholder management skills.
• Strong organisational and prioritisation abilities with experience managing multiple initiatives.
• Undergraduate degree or equivalent experience; financial services or learning and development qualifications desirable.

What you'll get in return
Competitive salary of up to £140,000, bonus, hybrid working, exciting and modern Manchester city centre offices, excellent benefits.
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV.

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