Sectora Group
Contact Centre Director
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Contact Centre Director
Location: Ringwood, Hampshire (Office Based)
Package: £95,000 + £8,000 Car Allowance | Performance Bonus | Private Medical Insurance | Pension | Executive Benefits
Lead a business-critical operation where exceptional customer service starts with exceptional leadership.
Sectora Group is partnering exclusively with a successful and growing national organisation to appoint an outstanding Contact Centre Director.
This is a newly created executive leadership role, offering the opportunity to shape the future of a high-performing, 24/7 customer operation that delivers essential support to thousands of customers every day.
Reporting directly to the Managing Director, you'll be responsible for setting the strategic direction of the Contact Centre, developing high-performing leaders, driving operational excellence and ensuring every customer interaction reflects the organisation's commitment to outstanding service.
This is far more than leading a contact centre.
It's an opportunity to influence business strategy, champion customer experience, embrace technology and innovation, and create a culture where people thrive and customers receive an exceptional service every time they make contact.
The Opportunity
As Contact Centre Director, you'll provide strategic and operational leadership for a complex customer operation, balancing service excellence with commercial performance while preparing the function for its next phase of growth.
You'll be responsible for:
- Developing and delivering the long-term strategy for the Contact Centre.
- Leading, inspiring and developing a team of senior operational leaders, creating a culture of accountability, collaboration and continuous improvement.
- Ensuring the successful delivery of a resilient 24/7 customer operation through effective workforce planning, resource management and operational governance.
- Driving customer satisfaction through service innovation, performance analysis and continuous improvement.
- Identifying opportunities to enhance operational efficiency through technology, automation and process improvement.
- Managing operational budgets while ensuring strong commercial performance and value for money.
- Building trusted relationships with senior stakeholders across the business, as well as external partners and suppliers.
- Playing a key role within the senior leadership team, contributing to wider organisational strategy and growth.
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What Success Looks Like
During your first 12 months you will have:
- Established yourself as a trusted member of the executive leadership team.
- Further strengthened customer satisfaction through operational improvements.
- Developed and empowered a high-performing leadership team.
- Introduced initiatives that improve efficiency while maintaining exceptional customer outcomes.
- Created a clear strategic roadmap for the future development of the Contact Centre.
- Embedded a culture of continuous improvement across the operation.
About You
We're looking for an inspirational leader who combines strategic vision with operational credibility.
You'll have significant experience leading customer-focused operations within a complex, service-led environment and be passionate about creating outstanding experiences for both customers and colleagues.
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You'll ideally bring experience from sectors such as:
- Contact Centre Operations
- Customer Services
- Housing
- Healthcare
- Telecare
- Emergency Response
- Facilities Management
- Regulated Services
You'll also demonstrate:
- Proven experience leading large-scale operational teams within a customer-centric environment.
- Experience managing complex or 24/7 service operations.
- Strong commercial and financial acumen, with responsibility for budgets and operational performance.
- A successful track record of leading change, transformation and continuous improvement.
- Strong governance, compliance and risk management experience.
- Outstanding communication and stakeholder management skills, with the confidence to influence at executive level.
- A genuine passion for developing people and building high-performing teams.
The Package
- £95,000 salary
- £8,000 car allowance
- Performance-related bonus
- Private Medical Insurance
- Company pension
- 28 days' annual leave plus bank holidays
- Birthday day off
- Family healthcare benefits
- Health screening and wellbeing support
- Life assurance
- Colleague reward and recognition programmes
Interested?
This is a rare opportunity to join an ambitious organisation in a role that offers genuine influence, autonomy and the chance to shape the future of a business-critical function.
If you're an experienced customer operations leader looking for your next executive challenge, we'd love to hear from you.
To apply or arrange a confidential conversation, please contact Sectora Group.
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