Head of Contact Centre

The Opportunity: Interim Head of Contact Centre Location: Middlesbrough (Onsite 5 Days per Week)

Rate: £500 per day (Inside IR35) Contract: Initial 3 Months (with potential extension) Start Date: ASAP

The Opportunity

We are seeking an experienced Interim Head of Contact Centre / Customer Touchpoints to lead a large-scale customer experience and service transformation agenda for a well-established organisation in Teesside. This is a high-impact leadership role responsible for shaping and enhancing customer interactions across digital, telephone, and face-to-face channels. You will drive operational excellence, improve customer outcomes, and lead the delivery of an effective omnichannel service strategy. The role profile highlights responsibility for leading customer experience across all touchpoints, driving service transformation, and embedding customer-focused service design principles.

Key Responsibilities

• Lead the organisation's customer contact and omnichannel strategy.
• Drive improvements in customer satisfaction, accessibility, and service performance.
• Oversee contact centre operations, ensuring high levels of first-contact resolution.
• Use insight, data, and performance metrics to identify and implement service improvements.
• Lead customer service transformation initiatives and continuous improvement programmes.
• Partner with senior stakeholders to influence strategic priorities and investment decisions.
• Provide leadership, direction, and support to customer-facing teams and managers.
• Ensure operational risks, compliance requirements, and service standards are effectively managed.

About You

We're keen to speak with senior leaders who can demonstrate:

• Significant experience leading contact centres, customer operations, or customer experience functions.
• A proven track record of delivering customer service transformation and operational improvement.
• Strong experience managing performance through data, insight, and KPI frameworks.
• The ability to influence and engage senior stakeholders across large, complex organisations.
• Strategic leadership experience within customer-focused environments.

What's on Offer?

• £500 per day Inside IR35
• Immediate start available
• Initial 3-month contract with potential for extension
• Opportunity to lead a significant customer experience and transformation programme
• High-profile role within a dynamic and evolving organisation

If you're an experienced customer operations or contact centre leader available at short notice and looking for your next interim assignment, we'd love to hear from you.