Head of Contact Centre

Mill Lane, Digbeth

Job Details


UK Head Office - Head Office

Contract Type


Working Pattern

Full Time


£60,000 per annum plus bonus

Closing Date

09/12/2022 10:00

Join us on the Journey...


We are looking for a Head of Contact Centre for of our UK Bus & Coach division based in Birmingham. In his role, you will shape the future of a changing Contact Centre operation supporting our customers across all UK divisions, committed to delivering an excellent customer experience, aligning a brand led employee voice across all customer contacts and ensuring our customer have a consistently high standard interaction with us.

What you'll do...

  • Regularly engage senior stakeholders to share customer contacts feedback and recommend improvements to increase customer satisfaction, drive customer loyalty and reduce customer irritants.
  • Ensure the accuracy of data collection through all contact channels enabling the Customer Experience team to deliver a data insight led continuous improvement plan across all business areas
  • Present to and regularly liaise with senior stakeholders and the Board of Directors to articulate Contact Centre KPI’s and customer feedback results - confidently champion on behalf of the customer
  • Regularly benchmark across the Contact Centre industry staying up to date with best practice and new technology, proactively putting forward recommendations that will further improve the customer service provision
  • Continuously review and improve processes making sure working practices are efficient and add always value to customers as well as employees
  • Review internal and external providers to compare existing, and on the market technologies, that will create minimum customer effort when doing business with us.
  • Devise and implement workforce management plans that drive daily performance to achieve or exceed service levels. Put in place recruitment plans which are regularly reviewed to ensure we have an excellent level of support available to our customers
  • Lead and support written customer communications working collaboratively with the Marketing, CRM and PR teams in response to operational or external events
  • Budget holder responsibility managing resource and operating costs effectively.
  • Ensure all customer service levels and response times are kept on target and robustly monitor the quality of conversation results across all contact channels
  • Write and submit Business Cases as and when required for new investment sign off in technology or other enhancements
  • Support the introduction of single customer view technology across the Contact Centre team to provide a fully personalised experience when customers are in conversation with us in a multi-channel environment

What you'll need...

  • Previous experience of heading a contact centre with 100+ employees.
  • Experience of contact centre technology including CRM, telephony platforms, complain databases and contact channel management.
  • Budget management experience (inclusive of building and presenting your budget)
  • Strong problem solving skills, quantitative, qualitative, and analytical abilities
  • Ability to actively engage and influence senior internal and external stakeholders
  • Strong presentation and negotiation skills
  • Excellent people skills resulting in a highly skilled, motivated team and engaged team
  • Qualified to degree level or equivalent
  • Self-efficient, motivated and goal driven
  • Experience using analytics and insight techniques to contribute to the prioritisation of customer improvement actions resulting in increased customer loyalty

We offer a wide range of benefits such as...

  • A free National Express West Midlands bus pass for you
  • Free nationwide National Express coach travel for you and your partner
  • Company pension
  • Life Assurance
  • Exclusive benefits and savings from thousands of the UK's largest retailers and service providers
  • Access to our award winning Health Bus; providing free and accessible health checks
  • Access to our Employee Assistance Programme which includes free counselling and further support to improve your health and wellbeing
  • An opportunity to take part in our Cycle to work scheme

Things to note...

At National Express, we are really proud of our health and safety record and as a result, we operate a Drugs and Alcohol Policy which is applicable to all employees.

As part of your initial assessment, we will complete Drug and Alcohol testing and you may be subject to random tests during your employment.



Your place in our world

Customer Experience Director - Coach
Head of Contact Centre