A large, well-established organisation is looking for a versatile, agile leader for a temporary contract to oversee a key customer service delivery branch. This role focuses on streamlining communication, managing daily operations, and ensuring that high-volume customer interactions are handled with consistency, empathy, and professionalism.

The successful candidate will step in to lead a diverse team, focusing on maintaining high-quality outcomes, hitting performance targets, and supporting the ongoing modernisation of internal systems during this contract period.

Key Responsibilities

• Team Leadership & Culture: Oversee a mid-sized call centre team, managing immediate recruitment needs, onboarding, and providing real-time coaching and professional development.
• Queue & Channel Management: Ensure effective omni-channel management (phone, email, chat) to meet organisational service level agreements (SLAs).
• Performance Tracking: Mon...