Head of National Contact Centre

Job Description

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Are you ready to be part of something bigger? At Lite n' Easy, we're not just about meals; we're about transforming lives through better eating habits.

About the Role\n

This is a senior leadership opportunity - the kind where you get to shape strategy, lead large teams, lift customer experience and drive real improvements in service, performance and engagement across the business. If you're a strategic leader who knows that great teams and strong culture are what deliver great results, and you have a track record of leading leaders, this could be your chance to be part of something huge. We're genuinely excited about what's ahead - and despite the name, this opportunity is anything but "Lite".

There's real scope here to make your mark, build something meaningful and create a lasting legacy.

Responsibilities\n

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• Develop and execute the National Contact Centre strategy aligned to organisational objectives.
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• Identify opportunities for innovation, automation and process improvement to enhance both customer and employee experience.
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• Responsible for the recruitment, selection, induction and development for all team members nationally, including Contact Centre Managers, Team Leaders and Consultants.
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• Monitor financial performance and identify opportunities for cost efficiencies whilst maintaining customer service standards.
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• Develop, manage and monitor Service Level Agreements and performance metrics nationally, including operational, efficiency opportunities, trends, and serviced based metrics and ensure national transparency.
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Qualifications\n

Ability to lead large, multi-site or national contact centre operations across voice, email, live chat, social and digital channels, while maintaining strong service standards.

Required Skills\n

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• A history defining and executing strategy that aligns with business objectives and drives measurable operational outcomes.
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• Demonstrated ability to build a positive, high-performance culture, lift employee engagement, develop leaders, improve team capability and reduce staff turnover.
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• Experience using customer insights, complaints, NPS, CSAT and service metrics to improve customer outcomes, service recovery and overall customer loyalty.
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• Strong understanding of workforce planning, rostering, service levels, productivity, KPIs, quality assurance, payroll processes and cost control in a contact centre environment.
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• Ability to identify opportunities for process improvement, automation, technology optimisation and cost efficiency while balancing customer experience, employee experience and business performance.
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Pay range and compensation package\n

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• Meal Discounts, on-site Gym, Health Checks and Physio.
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Equal Opportunity Statement\n

We are committed to diversity and inclusivity.

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