Job Title

Head of Contact Centre | North West | Up to £80-90k + Bonus/ BenefitsLocation: Bury, on-site 5 Days a weekTeam Size: circa 180-200Status: Senior Leadership Role | Long-Term Strategic AppointmentsZachary 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 CentreThis 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 dailyTake full strategic and operational ownership of the Contact Centre functionDrive performance through effective planning, budgeting, and resource managementIdentify digital and process innovations that improve service and efficiencyCollaborate cross-functionally at senior leadership level to align and support wider business goalsDevelop future capability through leadership development, recognition, and high-performance cultureEmbed customer-first thinking and ensure service excellence is consistent and scalableEnsure 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 teamsYou'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 skillsAn inspirational people leader - visible, empowering, and respected across all levelsStrategic yet hands-on: able to zoom out and shape long-term direction while managing daily performanceChange-oriented and resilient - you're not afraid to challenge the status quo and lead transformationExperienced in cross-functional collaboration at SLT levelPassionate 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 trajectoryPlay a key role in shaping the future of a central, business-critical functionWork closely with a high-performing executive team and be part of strategic decision-makingMake 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 you.BBBH33803