Head of Contact Centre & Customer Experience – 6 Months Contract

Mandatory – Experience in large-scale contact centre, customer service or customer engagement operations.

Responsibilities

Lead end-to-end contact centre operations, ensuring high standards of customer service, service-level achievement, quality and operational efficiency.Develop and implement strategies to improve customer satisfaction, first-contact resolution, complaint handling and overall service experience.Drive the transformation towards an AI-enabled customer engagement model through conversational AI, chatbots, intelligent routing, self-service and automation.Identify opportunities to automate customer journeys while ensuring appropriate human intervention for complex enquiries and escalations.Oversee workforce planning, capacity management, scheduling, productivity, quality assurance and performance management.Use customer interaction data, operational dashboards and performance analytics to identify service gaps, improve processes and optimise cost-to-serve.Collaborate with Digital, Data, Technology, Customer Experience and business teams to deliver customer journey improvements and transformation initiatives.Lead the development of an integrated, multi-channel customer service proposition across business units, ensuring consistent service standards and seamless customer journeys.Build team capability for the future operating model, champion continuous improvement and ensure appropriate governance, quality controls and customer data protection.