Head of Contact Centre
| Posting date: | 15 December 2025 |
|---|---|
| Salary: | £100,000.0 to £140,000.0 per year |
| Additional salary information: | 140000 |
| Hours: | Full time |
| Closing date: | 14 January 2026 |
| Location: | Manchester, Greater Manchester, m1 4bt |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | Hays Specialist Recruitment |
| Job type: | Permanent |
| Job reference: | 4734366_1765799632 |
Summary
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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