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...