This position plays a central role in leading a high‑performing, multi‑channel customer care operation. You will be responsible for ensuring effective delivery across inbound, outbound, and digital service channels while converting strategic direction into day‑to‑day operational success.The role suits a hands‑on leader who is comfortable working at pace, has strong attention to detail, and is motivated by developing teams, improving processes, and enhancing overall customer experience.Key ResponsibilitiesLead and manage daily operational activity across customer service, retention, and sales channels.Support and develop Team Leaders through coaching, targeted feedback, and performance management.Provide real‑time insights and operational updates to senior leadership to enable fast, informed decision‑making.Oversee implementation and optimisation of service‑enhancing technologies, including AI tools, automation, and chat solutions.Monitor live dashboards, reallocating resources to maintain service levels and maximise efficiency.Review processes, call flows, and system pathways to identify issues and drive continuous improvement.Transform customer insight—including NPS, feedback, and reviews—into actionable plans or training interventions.Handle escalated cases with a focus on maintaining high service standards.Produce weekly operational reports that outline performance, trends, and corrective actions.Lead initiatives to improve key operational measures such as quality scores, first‑contact resolution, customer sentiment, and outbound performance.Essential Experience & SkillsDemonstrated success operating in a fast‑paced contact centre or multi‑channel customer operations environment.Experience implementing or optimising AI‑driven tools or automated service solutions.Strong leadership capability with the ability to influence, motivate, and develop diverse teams.High level of emotional intelligence with excellent communication and stakeholder management skills.Confident using dashboards, data insights, and performance levers to drive operational outcomes.Comfortable working in a dynamic, high‑intensity environment with shifting priorities. #J-18808-Ljbffr