Lakeside, Portsmouth
About The Role

Head of Call Centre Operations

Customer at heart? Driven by growth? Join us at Checkatrade!

As a growing digital platform with over 48,000 trade members we have an exciting and challenging opportunity for a Head of Member Service Operations.  Responsible for heading up our contact centre with +100 FTE you will be responsible for devising the service strategy, processes and day to day management of an operation that consists of customer service, retention and credit control. An inspirational leader with extensive experience managing a similar sized contact centre operation you will pave the way for continued success and growth of Checkatrade by delivering great service, team engagement and operational efficiency.

Where do you fit in?

Reporting directly to the COO you will be responsible for the day to day management of the Contract centre to deliver an efficient service and change agenda. You will be responsible for the effective management of call centre processes, resources, people and performance.  You will own the membership journey ensuring best practice and continuous improvement at all times. You will reinforce a high performance culture where each and every member of the team understands the importance of positive member experience whilst delivering towards personal, team and business objectives and KPIs. You will work closely with product, technology and transformation teams on optimising opportunities through appropriate utilisation of systems and technology including keeping on top of developments within call centre sector.

What’s in it for you?

  • An opportunity to make an impact by managing a large scale contact centre operation delivering our mission around Making Home Repairs & Improvements Easy
  • An engaged and passionate team in a forward moving household brand with a growing membership base and financial backing of a FTSE100 Plc
  • Competitive salary with an excellent benefits package and a role with a strategic and operational scope

What do you need to succeed?

  • Experienced senior contact centre leader and people manager with a track record of successfully running a similar size 100+ FTE operation
  • Knowledge of Workforce Management tools, telephony systems and speech analytics tools 
  • Inspirational leadership style that will engage, motivate and empower your teams
  • Data driven and analytical with strong academic background and high acumen for numerical reasoning
  • Resilience, pace and solutions orientated approach along with high emotional intelligence
About Us

Checkatrade is the consumer choice for finding a local reputable and reliable tradesperson. For over 20 years, we've been the place where reputation matters most - and if you join us, you’ll ensure that our teams continue to uphold these high standards.

With over 48,000 of only the best trades on our books who've passed a robust vetting process, we're staying true to our core business belief which is -  'Checkatrade does the checks so you don't have to.' 

We're currently going through a period of significant investment and growth and we're looking for exceptional people to join us on our journey to help us achieve our ambitious goals. This is an exciting time to join our team.