Head of Operations Contact Centre - CCP : Job Details

CCP are delighted to partner with a fast-growing, customer centric brand within the insurance industry, who are expanding due to exceptional business performance and huge growth objectives. CCP are partnering with our client as they look to recruit a Head of Operations, operating in a hybrid capacity 4:1, working one day per week on-site in the Midlands. Are you... + A people focused inspirational leader, able to motivate, mentor and coach?+ A visionary individual, who can realise huge growth opportunities?+ Strategic, able to identify and deliver change and transformation? If you have answered yes to all three questions, please read on… About The Role This is a newly created role, managing an operation of circa 100 FTE, of whom 50% are onshore, and 50% are based at an outsource partner overseas. It’s estimated that the size of this operation will significantly increase over the next 12-24 months. We’re keen to engage candidates who have a proven track record successfully managing a multi-channel contact centre, both operationally and strategically, with full P&L responsibility. You will be hands-on managing an operation, so an inspirational leader is required to deliver success, but you will also need to be very strategic, implementing change and transformation, rewriting process, influencing and managing key stakeholders (internal and external) and delivering a new multi-channel tech stack to what is currently a voice-only operation. The ideal candidate will have the ability to roll their sleeves up and get stuck in with the people, but also operate at board-level, presenting business strategies and managing a multi-million-pound P&L. Whilst previous experience managing a multi-channel operation within the insurance sector would be ideal, our client is open to considering exceptional candidate’s that have strong experience across alternative industries. Logistics Our client operates a 4:1 hybrid policy, so you'll be contracted to work on-site at the Midlands-based operation one day a week and will WFH four days a week. Salary   This role has a salary range of £90,000 to £120,000 (DOE) and offers a £6,000 annual car allowance, a 20% annual bonus, and a plethora of additional benefits. Recruitment Process  Interviews will commence in the first week of October and will follow a three-stage process; stages one and two will be virtual, with the third and final stage requiring you to travel to London or the Midlands to meet the hiring team. This opportunity is being recruited for by CCP and is being managed by Managing Director, Mark Conway. If this role is of interest and you feel you have the relevant experience, please apply online and we will aim to respond to your application within 48 hours. If you would like to know more about this exciting opportunity before applying, please email . About CCP CCP are experts in Customer Operations and CX recruitment. Our network is vast, and since 2010 we've built an incredible reputation for successfully collaborating with people and delivering great service. We focus on partnering with clients and immersing ourselves in their brand when they’re searching for experienced, culturally aligned talent. We're proud to support hundreds of customer centric brands; many instantly recognisable, some lesser-known startups. In addition to searching for talent as a recruitment partner, we also help clients build their candidate attraction and employee retention strategies.