Head of Contact Centre

Due to substantial growth over the last 12 months, Alertacall is hiring – and we’d love you to consider joining our team.

Do you know how to lead, inspire and manage a contact centre team, to really perform?  Do you thrive on the delivery of exceptional customer service, training and mentoring people to help them develop and grow, whilst maintaining a strong focus on operational excellence? Do you see detail, understand process improvement and can you create a supportive, yet accountable culture?

Alertacall is a successful, growing business, providing services that help tens of thousands of older and higher-needs people feel safe, connected and informed within the social housing and retirement living sector.  The Head of Contact Centre will be responsible for leading, evolving and managing our unique contact centre team that supports these customers.

We are looking for someone who:

• Has a background and demonstrable experience in a similar role with an excellent leadership and management track record, and is accustomed to working in a customer-first environment.
• Is action-orientated and happy to be hands-on, and enjoys understanding the details of operational processes.  You will also enjoy helping the team as and when required, to ensure you stay close to the heart of the operation.
• Will regularly analyse data and generate required reporting on KPIs, performance and trends.  You will have an interest in evolving processes, using technology alongside streamlining operational working practices.
• Is proactive, to ensure we continue to be ready for growth and diversification in our services – actively managing Recruitment, Training, Development, and Performance Management of the team.
• Will work closely with our Compliance team ensuring adherence to our ISO & Quality Assurance frameworks, fostering a positive and productive work environment, and driving continuous improvement.
• Will take responsibility for the office environment, ensuring we provide the best working space possible for our team members.
• Can effectively manage the Contact Centre budget, and is skilled at working collaboratively across the organisation.

If you think this sounds like you, and if you’re excited about the challenge of working in a busy growing company that has won national awards, then we’d love to hear from you.

We can promise you a challenge, one within which you’ll be given the opportunity to thrive and grow – and ultimately a huge sense of satisfaction of helping those who need it most.

This role reports to our Chief Operating Officer and will work closely with our leadership team to make incredible things happen for our team and our customers. We are passionate, caring, reliable, progressive and knowledgeable – come join us, and you will have fun too. 

• Full-time.
• Permanent.
• Driving Licence essential.
• Role based in Warrington but travel will be required around UK and to our office in Windermere.

How to apply

Send a covering letter/email (or a link to a video) to jobs@alertacall.com setting out why you think you’d be perfect for this role and include a CV or link to a LinkedIn profile that sets out your experience to date. Be sure to tell us something about your own likes, interests and ambitions in life and what attracted you to this role and our organisation.