Interim Head of Contact Centre

Alertacall has an exciting opportunity for an Interim Head of Contact Centre to cover upcoming maternity leave.

Are you able to lead and manage a high performing contact centre team? Are you focused on delivering exceptional customer service? Are you able to support a recently formed team through continuous improvement and development? If so, this role may be for you.

Alertacall is a successful, growing business, providing services that helps tens of thousands of older and higher needs people feel safe, connected and informed within the social housing and retirement sector.

We are looking for someone who:

• Has a background and experience in a similar role and environment, with excellent leadership skills and is accustomed to working in a fast paced environment.
• To continue to develop a positive office culture focusing on core values, promoting open communication, fostering teamwork and providing opportunities for development, we are looking for someone who will continually be focussed on developing the knowledge and skills of the team.
• Lead and manage any recruitment and identify training / knowledge gaps alongside the People Manager and Head of People, and Learning and Development Team.
• Be able to promote a new learning management system and new training hub to ensure staff are effectively trained and confident in their roles, and there is an ongoing mentor and support scheme in place to grow knowledge and confidence of our contact centre team.
  
• Continue to embed the company’s performance guidelines, and ensure the operational day to day running of the Contact Centre is managed effectively.
• Can quickly and effectively learn and understand new operational processes, stepping in and offering assistance to the team when needed.
• Be able to analyse and report on data regarding performance, trends and KPI’s and use this information to highlight and identify inefficiencies in the contact centre.
• Work closely with our compliance team to ensure quality assurance requirements are met.
• Work closely with the Contact Centre Management Team to ensure the progression of 1-2-1 meetings and goal focus.

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.

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 or Part Time (minimum 3 days a week)
• Monday to Friday with flexible hours
• Weekend Availability
• Interim Maternity Cover September 2025 – Spring 2026 (inclusive)
• Driving Licence essential
• Role is office based in Warrington with occasional travel to 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.