Head of Customer Service & Operations – North West, UK – Hybrid – £60,000–£70,000 DOE

Head of Customer Service & Operations – North West, UK – Hybrid – £60,000–£70,000 DOE

Role: Head of Customer Service & Operations

Location: North West, UK

Working Arrangement: Hybrid

About the Role

EVEREC is supporting an established and growing organisation with the potential appointment of a Head of Customer Service & Operations.

This is an exciting opportunity for an experienced contact centre leader to take responsibility for a frontline customer support function, developing the people, processes and operational strategy required to deliver excellent customer service and support continued growth.

We are particularly interested in speaking with individuals who have successfully managed busy call centre or contact centre environments, developed team leaders and managers, and demonstrated a strong track record of improving operational performance.

The successful candidate will play an important role in shaping the department's structure, leadership capability, service standards and longer-term operational strategy.

Key Responsibilities

• Lead, manage and develop a frontline customer service and contact centre operation.
• Coach and support team leaders and managers, building a strong and accountable leadership structure.
• Develop scalable operating models, processes and procedures to support increasing customer demand.
• Take ownership of contact centre performance, including call handling, response times, SLAs, service quality and customer satisfaction.
• Establish and continuously improve KPIs, reporting structures and performance management frameworks.
• Oversee workforce planning, resource forecasting, scheduling and capacity management.
• Analyse call volumes, customer trends and operational performance data to identify opportunities for improvement.
• Improve customer service processes, workflows, escalation procedures and internal operating standards.
• Oversee complex customer complaints and escalations, ensuring effective and timely resolution.
• Develop training, coaching and quality assurance frameworks to improve individual and team performance.
• Work closely with wider operational, technical and management teams to resolve recurring customer issues.
• Identify opportunities to improve operational efficiency through technology, automation and process improvement.
• Support the implementation and development of CRM, ticketing and contact centre systems.
• Build a positive, high-performing and customer-focused culture across the department.

Experience Required

• Proven leadership experience within a high-volume call centre or contact centre environment.
• Experience managing sizeable frontline customer service teams, including responsibility for team leaders or managers.
• A demonstrable track record of scaling, restructuring or improving customer service operations.
• Strong understanding of contact centre performance metrics, including SLAs, call volumes, response times, first-contact resolution and customer satisfaction.
• Experience with workforce management, capacity planning, resource forecasting and operational scheduling.
• Strong people management, coaching and leadership capabilities.
• Experience implementing performance improvement initiatives and driving operational change.
• Confidence managing complex customer complaints, escalations and service delivery challenges.
• Experience using contact centre technology, CRM platforms, ticketing systems and performance reporting tools.
• Strong analytical skills and the ability to use operational data to drive measurable improvements.
• Excellent communication, stakeholder management and problem-solving skills.
• The ability to operate effectively within a fast-paced and evolving organisation.
• Experience within energy, utilities, technology, telecommunications, financial services or other high-volume customer service environments.
• Previous responsibility for contact centres experiencing significant growth or operational transformation.
• Experience implementing automation, AI or new customer service technologies.
• Exposure to technical customer support or complex service environments.Oops, remove error - should fix. Let's correct. Continue. I'll correct the last two lines. >
• Exposure to technical customer support or complex service environments.
• Experience developing leadership teams and introducing structured training and quality assurance programmes.

Direct contact centre leadership experience is essential. Industry experience is advantageous, but we are equally interested in candidates from other sectors who can demonstrate a strong track record of managing frontline teams, improving customer service performance and developing scalable operations.

The Opportunity

This is an opportunity to take ownership of an important customer-facing function and play a significant role in its continued development.

The successful individual will have the opportunity to influence the department's structure, leadership, operational processes, performance standards and longer-term strategy.

The position offers a competitive salary of £60,000–£70,000 DOE and hybrid working within the North West.

This search is being managed on a strictly confidential basis. Further information regarding the organisation, specific location and wider opportunity will be shared directly with suitable candidates during the recruitment process.

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