Head of Contact Centre
CV-LibraryCheltenham, GloucestershirepermanentPosted: 16 June 2026
Apply NowHead of Contact Centre
Are you a commercially driven Contact Centre leader with a passion for customer experience?
We're looking for an experienced Head of Contact Centre to lead both Sales and Customer Service operations, driving revenue growth, improving conversion performance, and delivering exceptional customer journeys across multiple channels.
You'll be responsible for creating a high-performing, customer-focused culture, leading teams to exceed commercial targets while ensuring outstanding service delivery and complaint resolution. You'll also play a key role in shaping the future of customer contact through automation, AI, self-service solutions, and continuous process improvement.
What you'll bring:
Proven leadership experience within a sales-focused contact centre or customer operations environment
A track record of delivering revenue growth and improving conversion rates
Strong experience leading customer service and complaint handling teams
Knowledge of omnichannel contact centre operations
Experience implementing automation, AI, self-service tools, or operational improvements
Strong analytical, reporting, and stakeholder management skills
Experience in the travel industry with knowledge of Package Travel Regulations would also be an advantage
What's in it for you?
Opportunity to shape and influence customer strategy at a senior level
Lead transformational change across sales, service, and technology
Work closely with executive leadership to drive business performance
Develop and inspire high-performing teams in a customer-centric organisation
If you're passionate about commercial success, customer excellence, and leading teams through transformation, we'd love to hear from you
Are you a commercially driven Contact Centre leader with a passion for customer experience?
We're looking for an experienced Head of Contact Centre to lead both Sales and Customer Service operations, driving revenue growth, improving conversion performance, and delivering exceptional customer journeys across multiple channels.
You'll be responsible for creating a high-performing, customer-focused culture, leading teams to exceed commercial targets while ensuring outstanding service delivery and complaint resolution. You'll also play a key role in shaping the future of customer contact through automation, AI, self-service solutions, and continuous process improvement.
What you'll bring:
Proven leadership experience within a sales-focused contact centre or customer operations environment
A track record of delivering revenue growth and improving conversion rates
Strong experience leading customer service and complaint handling teams
Knowledge of omnichannel contact centre operations
Experience implementing automation, AI, self-service tools, or operational improvements
Strong analytical, reporting, and stakeholder management skills
Experience in the travel industry with knowledge of Package Travel Regulations would also be an advantage
What's in it for you?
Opportunity to shape and influence customer strategy at a senior level
Lead transformational change across sales, service, and technology
Work closely with executive leadership to drive business performance
Develop and inspire high-performing teams in a customer-centric organisation
If you're passionate about commercial success, customer excellence, and leading teams through transformation, we'd love to hear from you