Head of Membership (Contact Centre)

Head of Membership (Contact Centre)

Salary – Circa £70,000, Plus amazing Additional Benefits Package

Birmingham

The Head Membership Contact Centre provides strategic and transformational leadership, fostering an engaged and motivated team through continuous process improvement.

You will be responsible for operational compliance, ensuring adherence to all regulatory frameworks and requirements. The role also oversees customer journey management across multiple channels, service delivery, and the commercial and financial performance of the Membership Contact Centre. This role is accountable for achieving commercial and operational targets while ensuring the Contact centre operates efficiently and effectively.

Key Responsibilities:

  • Provide leadership to the Contact Centre teams, driving engagement, motivation, and performance through clear goals, development, and recognition.
  • Oversee the operational performance of the Contact Centre, ensuring compliance with all relevant regulatory frameworks and operational targets are consistently met or exceeded.
  • Lead the strategic development and implementation of customer-centric solutions to improve the multi-channel customer journey, net promoter scores (NPS), and first contact resolution (FCR).
  • Implement and manage operational customer experience delivery, ensuring service excellence and efficiency across all channels.
  • Manage the financial performance of the Contact centre, ensuring the effective management of the P&L, cost control, and revenue generation.
  • Drive transformation in operational structures, processes, and technology to improve both member and colleague experiences.
  • Develop and maintain strong relationships with internal and external stakeholders, ensuring alignment on strategic objectives and operational goals.
  • Continuously monitor and improve operational processes to ensure compliance, mitigate risks, and maintain high standards of service delivery.
  • Embed a performance-focused culture, ensuring that all team members have clear objectives, regular feedback, and growth opportunities.

Skills and Experience Required:

  • Extensive experience in senior or board level leadership within member or customer support operations, with a track record of developing and leading high-performing teams to achieve operational and strategic goals.
  • Expertise in transforming and enhancing member/customer operations through structural and operational improvements that drive efficiency and elevate the member experience.
  • Proven ability to identify and implement customer-focused and technical solutions to optimise service delivery, reduce contact volumes, and minimise escalations.
  • Significant experience in both regulated and fast-paced B2B and B2C environments, with a focus on operational excellence and continuous improvement.

Benefits

  • Pension Scheme: We will match your contributions up to a maximum of 9%, with the matching percentage increasing in line with your length of service.
  • Private Medical Insurance: Comprehensive private medical cover.
  • Group Income Protection: Provides 70% of salary for up to three years if you are unable to work due to long term illness (after six months of continuous absence).
  • Life Assurance: Pays a lump sum equivalent to three times your annual salary in the event of your death while employed.
  • Health & Wellbeing: Annual eye test voucher and contribution towards prescription glasses for VDU use. Flu vaccination voucher provided annually
  • Leave Entitlement: 25 days of annual leave, increasing with service (e.g. 26 days after one year) One wellbeing day per year, one volunteering day per year, office closure between Christmas and New Year, providing an additional three days of paid leave (or time off in lieu of business-critical roles).
  • Full time employees may work remotely up to two days per week