Interim Head of Contact Centre

The Company is in need of an Interim Head of Contact Centre to spearhead a large-scale customer experience and service transformation agenda. This high-impact leadership role is pivotal in shaping and enhancing customer interactions across digital, telephone, and face-to-face channels. The successful candidate will be responsible for driving operational excellence, improving customer outcomes, and leading the delivery of an effective omnichannel service strategy. Key responsibilities include leading the organization's customer contact and omnichannel strategy, driving improvements in customer satisfaction, and overseeing contact center operations to ensure high levels of first-contact resolution. The role also involves using insight, data, and performance metrics to identify and implement service improvements, as well as leading customer service transformation initiatives and continuous improvement programs. The ideal candidate for this role with the company will have significant experience in leading contact centers, customer operations, or customer experience functions, and a proven track record of delivering customer service transformation and operational improvement. Strong experience in managing performance through data, insight, and KPI frameworks is essential, as is the ability to influence and engage senior stakeholders across large, complex organizations. Strategic leadership experience within customer-focused environments is also a key requirement. The role demands a leader who can provide direction and support to customer-facing teams and managers, and who is adept at ensuring operational risks, compliance requirements, and service standards are effectively managed.