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Head of Consumer Operations


Head of Consumer Operations

NEWLY CREATED opportunity to work as Head of Consumer Operations for our Harrogate based client!

  • Full Time
  • Harrogate
  • This position has been filled


NEWLY CREATED opportunity to work as Head of Consumer Operations for our Harrogate based client!

This is a new key role for our client. Working closely with the team and the outsourced contact centre you will be integral in ensuring a high level of service and responsiveness to the consumer and be the driver of improvement initiatives both internally and through the contact centre.

Reporting to the Head of Technology & Information Security you will:

  • Have overarching management of the contact centre and all day to day activity.
  • Set the vision and strategy for the contact centre deliverables.
  • Create, monitor and review contact centre KPIs and ensure compliance.
  • Have a thorough understanding of the service support and management software (Zendesk) and maximise its potential.
  • Devise the policies to ensure the smooth running of the contact centre in supporting the consumers.
  • Manage consumer issues through full investigation, working with the Data Protection Officer and reporting through to resolution.
  • Be the Consumer Champion to ensure that all new service developments are consumer centric.
  • Manage, support and develop the consumer team.
  • Own Data Protection compliance within the contact centre including process and reinforcement.
  • Own compliance with all company processes and policies within the contact centre and consumer team.
  • Be responsible for working within governance frameworks.

Essential Skills and Competencies

  • Strong management and leadership capabilities.
  • Proactive team player with a ‘can do’ attitude with a passion for creating solutions.
  • Experience and confidence to work independently, with senior stakeholders and in a fast changing environment.
  • Creative thinking, logical reasoning and problem-solving skills.
  • Ability to understand technical processes and procedures.
  • Ability to take on and develop new platforms and processes.
  • Ability to be proactive and take the initiative with a positive attitude to change.
  • Able to demonstrate clear and thorough understanding of delivering governance frameworks and standards.
  • Excellent reporting skills.
  • Ability to analyse data and provide clear management information and messages.
  • Excellent communication and interpersonal skills, with the ability to talk and present to a range of audiences, sometimes acting as a translator between parties.
  • The ability to work under pressure on multiple projects within agreed timeframes.
  • Excellent time management, attention to detail and organisation skills.


  • Experience of setting up and managing a contact centre service and team.
  • Experience of working collaboratively with Digital and IT specialists to deliver compelling customer journeys.
  • Exposure to selection and procurement of a contact centre.
  • Batchelors degree or equivalent, with a minimum of two years’ experience working in a managerial role demonstrating the skills and competencies required for this position, or at least five years’ relevant experience

Hours will be Monday – Friday 9am – 5.30pm, some flexibility may be required due to business needs.

In return, our client is offering a salary of up to £40k for the right candidate + an excellent benefits package!

Interested? Email your CV to Emma at EM Recruiting TODAY!