Head of Contact Centre - Zachary Daniels : Job Details

Head of Contact Centre | North West |

Up to £80-90k + Bonus/ Benefits

Location: Bury, on-site 5 Days a week

Team Size: circa 180-200Status: Senior Leadership Role | Long-Term Strategic Appointments

Zachary Daniels is proud to be partnering exclusively with a leading consumer services business to appoint a transformationalHead of Contact Centrebased 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 function

What 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 customers

Sector 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 month

This 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.