Head of Contact Centre Operations

Michelle Denny Recruitment is in search of a highly practiced Head of Contact Centre Operations with extensive experience within the insurance industry. With responsibility to head the Call Centre operations of Lexham Insurance, the salary package for this role is exceptional for the right candidate and sits at up to £95,000pa.

This senior-level, multi-site role carries responsibility for leading the team of approximately 70 contact centre employees, which includes Team Leaders and Managers. With plans to grow the department to around 100, the successful candidate will be working alongside the Directors and senior management team and form part of the business’ growing presence in the UK’s two-wheeled motor insurance industry.

Key Responsibilities:

• Provide strategic leadership and direction to ensure the efficient and effective operation of the contact centre.

• Oversee day-to-day activities, including workforce management, performance monitoring, and quality assurance.

• Implement and optimise processes to enhance productivity, customer satisfaction, and operational efficiency.

• Develop and nurture a high-performance culture focused on continuous improvement, training and employee development.

• Collaborate with other departments to achieve organisational goals and drive business growth.

• Analyse data and metrics to identify trends, opportunities, and areas for improvement.

• Ensure compliance with industry regulations and company policies.

Qualifications and Experience:

• Proven experience running contact centre operations within the insurance industry.

• Demonstrated leadership skills with the ability to inspire and motivate diverse teams.

• Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.

• Relevant qualifications such as CII, ACII, or FCI.

• Experience managing multi-site operations is preferred but not essential

Salary Package:

• Outstanding salary package of up to £95,000pa

• Relocation package tbc as required

• Chance to make a significant impact within a growing organisation

If you are a seasoned Call Centre Manager with solid knowledge and passion for the insurance industry along with a track record of success, we’d love to hear from you. Join Lexham’s team and play a key role in shaping the future of their Contact Centre operations.

Please get in touch with Michelle Denny for a detailed confidential discussion, or in the first instance, simply apply online.