Call Centre Director

Job Title: Call Centre Director
Job Reference: CA//HQ00055200

Location: Newcastle upon Tyne
Job Type: Permanent

£75000 - £95000 per annum
Sector: Call Centre & Customer Service

Posted 24 days ago


A fantastic opportunity for a strategic and commercially aware Call Centre Director to join this rapidly growing company and help drive growth an implement change in their 200 head contact centre.

LOCATION: Newcastle

SALARY: 70k - £85k + Benefits


The Call Centre Director will lead the Contact Centre Operations and will be expected to shape the future of a Contact Centre operation, being committed to delivering a great customer contact experience through a variety of customer contact channels including Phone, Email and Chat. You will ensure that the Customer receives a great service and lead the Contact Centre through a period of change.

Reporting to the COO, the role includes line responsibility for all first line Contact Centre teams, support roles and quality managers

• Managing the day to day performance of the Contact Centre Operations to deliver a best in class service, meeting or exceeding all KPIs, and continually reviewing KPI’s to ensure that maximum productivity is maintained

• Develop plans and offer insight and knowledge to the organisation on the use of new tools and technologies; Telephony, CRM and WFM to create a cost-effective operation consistently achieving contact handling SLAs

• Set the strategy for the ongoing development of the Contact Centre, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of our customer service operation.

• Lead, inspire and co-ordinate the team leaders to nurture motivated and engaged colleagues across the business ensuring ongoing adherence to internal SLAs

• Be responsible for the end to end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaint volumes.

• Responsible for the recruitment, training, induction and coaching strategy for the Contact Centre.

• Work closely with HR and training delivery teams. Taking responsibility for the ongoing development of all levels of Contact Centre colleagues.

• Reviewing and clearly defining all Contact Centre roles, including creating any required shift and candidate profiles required across the Contact Centre operation

• Lead an effective resource planning team, ensuring that resource is fully utilised and any contact demand is effectively covered.


Proven experience of leading a service driven Contact Centre operation

• Management of a Contact Centre through significant periods of change

• Excellent communication skills

• Strong Leadership skills to lead and motivate a growing changing service operation

• Ability to engage with Directors and Managers at all levels across the business to achieve goals and objectives

• Experience of implementing change initiatives such as Chat, Web/Live, Video correspondence

• Previous experience of implementing a new telephony platform

• BI knowledge to ensure service levels are improved.

• Process improvement skills
Trevor  Lee


Trevor Lee

Managing Director

Having been in recruitment for 15 years, in 2006 I decided to form Jenrick Commercial (a new division of The Jenrick Group) and I have to say, it’s been one hell of a ride. Recruitment has changed drastically over the last 15 years, however, I’ve learnt that if you keep things simple, work hard, be honest and really understand your clients and candidates then you will do well.

My loves in life are my wife (Miriam) and my son (Toron). I’ve been married for nearly 20 years, so I was snapped up early (my wife clearly has good taste – or at least I like to think so!).

Related Industry Insights

How 2018 unfolded for Jenrick Commercial and our prediction for 2019

2018 wasn’t a particularly straightforward year for many businesses around the UK, however despite this 2018 was another steady year for us as a business. We saw our business thrive and peak in 2017, with it being our best year ever, and 2018 saw us level on par with that. So for us as a business having this continuity in strength was reassuring and gave us confidence despite the media advertising otherwise due to Brexit.


In Quarter 4 we did see the usual reduction of volume of candidate’s applications. We do find this to be the norm prior to Christmas, many candidates often put aside looking for a new role in November until the New Year so this wasn’t a surprise. Although we did see a lull in candidate movement at the back end of the year, a point to note is that not one candidate we spoke to advised that they were staying put until after Brexit.


What has been a surprise is that normally we do see higher response of volume on applications and candidates looking for work at this point of the year, following the theme ‘New year, new career’, however applications have been far lighter compared to the start of 2018. This highlights that the war on good, quality talent is becoming even more difficult.


On the flip side the volume of new jobs has been very steady, even rising slightly, since Jan 1st. This is based on our client growth as well as the strong relationships we have formed with our current clients – around  91% of our business is referred of repeat. January and February have been a great start to the year with both placement of permanent and contract positions increasing so we are seeing no slow down with new business.


Where’s the future at?


It goes without saying that Brexit will no doubt shape and define where the market goes. The likelihood is increasing that we will extend the negotiations and not leave as planned on the 29th March. While we are unsure as to how long the delay will be, it could dominate through to the end of 2019 meaning a steady and cautious, if not unpredictable, year.


Whatever the outcome is; a deal as planned, a delayed deal or even a no deal then we do foresee the market to the cautious throughout 2019. Obviously the sooner the decision is made then the more likely it will be that we will see stability in our industry and the overall market conditions of the UK bringing confidence back in and normality taking hold.


As most of our clients tend to sit within either; Technology, Professional Services, Financial Services we definitely haven’t seen any change with new opportunities, however the market is all around confident and if confidence is high then opportunity will flow.


If you are looking for exceptional staff or your next career move then contact us on 01932 230868 or

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Jenrick Commercial - From strength to strength

2017 was our busiest year since we started trading over 11 years ago.  However, as the business has grown our levels of service to our clients and candidates has been maintained at the highest levels. Jumping back to 2016 when we closed on a record year when, we thought the market had peaked – 2017 only went and continued in the same fashion and superseded our expectations. We saw our business increase by 153% from 2016. The experience we have gained through these busy times has set us apart from a lot of other companies which is why we retain the vast majority of our clients and see candidates making us the first choice to help them find exceptional jobs.

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