Head of National Contact Centre

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

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

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

Qualifications

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

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

Pay range and compensation package

• Meal Discounts, on-site Gym, Health Checks and Physio.

Equal Opportunity Statement

We are committed to diversity and inclusivity.

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