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Head of Contact Centre
Job Posted: a day ago
Salary: £ 80,000 - 90,000 / Annum
Job Type: Permanent
Location: Bury, Greater Manchester
Expire in: a month
Job Description
Head of Contact Centre | North West |
Up to £80-90k + Bonus/ Benefits
Location: Bury, on-site 5 Days a week
Team Size: circa (Apply online only)
Status: Senior Leadership Role | Long-Term Strategic Appointments
Zachary Daniels is proud to be partnering exclusively with a leading consumer services business to appoint a transformational Head of Contact Centre based at their North West HQ.
This is a truly exciting and rare opportunity to join a purpose-led, high-growth organisation that is a clear leader in its field. Their reputation for service excellence is unparalleled - and this role sits right at the heart of that experience.
The Role: Head of Contact Centre
This is a critical, confidential leadership hire, ideal for someone who is both commercially astute and people-focused. The Contact Centre function - based primarily in Bury - is made up of several specialist teams that span the entire customer journey, from first contact to aftercare.
We're looking for someone who can own and elevate the function: building capability, driving smarter ways of working, and ensuring that service quality grows with scale.
Key Responsibilities:
Lead and inspire a team daily
Take full strategic and operational ownership of the Contact Centre function
Drive performance through effective planning, budgeting, and resource management
Identify digital and process innovations that improve service and efficiency
Collaborate cross-functionally at senior leadership level to align and support wider business goals
Develop future capability through leadership development, recognition, and high-performance culture
Embed customer-first thinking and ensure service excellence is consistent and scalable
Ensure all compliance, quality, and safety standards are upheld across the functionWhat We're Looking For:
This isn't a "steady-state" role. It requires a leader who thrives in fast-moving environments and enjoys building, scaling, and improving complex operations. You'll need to be:
A proven contact centre leader with experience managing large, multi-functional teams
You'll need a vast amount of experience 8 to 10 years+ minimum in a senior leadership role! (definite)
Commercially sharp, with strong budgeting, forecasting, and reporting skills
An inspirational people leader - visible, empowering, and respected across all levels
Strategic yet hands-on: able to zoom out and shape long-term direction while managing daily performance
Change-oriented and resilient - you're not afraid to challenge the status quo and lead transformation
Experienced in cross-functional collaboration at SLT level
Passionate about quality and service - and motivated by doing the right thing for customersSector experience is flexible - we'd love to hear from people with backgrounds in retail, digital customer operations, regulated services, or any high-growth, customer-focused business.
Why This Role?
Join a respected and values-led business on a strong growth trajectory
Play a key role in shaping the future of a central, business-critical function
Work closely with a high-performing executive team and be part of strategic decision-making
Make a real difference to the quality of service received by thousands every monthThis is an exceptional leadership opportunity with purpose, scale, and strategic influence.
If you're an experienced contact centre or customer operations leader ready to take on your next challenge, we'd love to speak to youBefore You Apply
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Looking for your next career move? Join a top company hiring Head of Contact Centre job near me in Bury, Greater Manchester! This is your chance to work on exciting projects, grow professionally, and enjoy a rewarding career with competitive pay and excellent benefits. Whether you're an experienced professional or looking to take the next step, this role offers the perfect opportunity to enhance your skills and make an impact. Don’t miss out—apply today via Vita CV and take your career to the next level!
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