Director of Customer Experience Centre (CEC)
🕓 Full-Time, Permanent 📍 Location: Sutton Coldfield, West Midlands 💷 Salary: Up to £100,000 per annum
We are seeking an experienced and strategic Director of Customer Experience Centre for a new full-time, permanent position based in Sutton Coldfield.
In this key position, you will lead the development and execution of the customer experience centre strategy, ensuring seamless day-to-day operations in compliance with regulatory requirements, service level agreements (SLAs), key performance indicators (KPIs), and quality standards.
Key Responsibilities Include:
Overseeing day-to-day Contact Centre operations to ensure top-tier customer experience across all channels, in line with regulations, SLA, KPI, and quality standards.
Leading teams managing regulated products, customer service, complaints, QA, sales, and calls from a network of 600 branches.
Developing multi-skilled team leaders for efficient 24/7 operations.
Identify, analyse, and improve existing processes that are inefficient or outdated.
Creating and implementing reporting frameworks for clear performance analysis.
Driving the development of SLA and KPI frameworks and monitoring customer feedback and complaints.
Introducing robust QA processes to enhance service quality and cost efficiency.
Optimizing operational efficiencies and developing procedures for growth and cost reduction.
Implementing change management strategies with a focus on innovation.
Managing teams handling marketing campaign interactions and working within budget to achieve goals.
Providing performance metrics to support partner relationships and key stakeholders.
You can download the full Job Description at the bottom of this page.
This role is ideal for a candidate who:
Is an experienced Contact Centre Manager.
Can lead teams to meet SLA, KPI, and quality targets while enhancing marketing efforts.
Has a strong background in Operations Management, ideally within retail.
Can develop and implement performance reporting frameworks for stakeholders.
Is skilled in building and managing multi-skilled teams for 24/7 operations.
Can create and oversee SLA and KPI frameworks across departments.
Can introduce and manage QA processes to improve service and reduce costs.
Has a proven track record of improving inefficient processes.
Can effectively manage customer feedback and complaints across multiple channels.
Can develop procedures that support growth and reduce cost per interaction.
Is knowledgeable about regulated environments (FCA & CMA)
Can manage teams across channels, handling marketing interactions.
Possesses strong stakeholder management and influencing skills.
What we provide to you:
Annual salary of up to £100,000 per annum
Car Allowance
BUPA Private Healthcare Scheme (Family cover)
27 Days Holiday + Bank Holidays.
About Us
Dignity is one of the UK’s largest and most dynamic multi-site national businesses and we are embarking on an exciting transformation following a successful takeover and privatisation. With a robust network of 750 sites, we are committed to innovation, investment in technology, and enhancing operational standards. Our rich history since 1812 and our dedication to responsible business practices drive us to offer unparalleled choice and value to our customers. Join us at Dignity and be part of a forward-thinking team poised for significant growth and making a meaningful impact in our industry.
What are the next steps?
To apply for this position, please click the 'Apply' button to submit your application. A member of our Talent Acquisition Team will contact you shortly.
FCA Statement
Please note that this role is subject to meeting regulatory requirements. As an FCA-regulated organisation, we are committed to adopting the highest standards and we do this by employing individuals with the appropriate skills, experience and integrity to protect both the company and our clients. If you are considered for a role, you will be providing your permission for us to conduct the relevant checks and assessments that will be carried out during the recruitment and onboarding process. The nature of the checks will depend on whether the role is subject to the Senior Managers and Certification Regime (SMCR).
Equality, Diversity and Inclusion StatementOur Vision is to connect with our clients, colleagues, company and communities based on our principles whilst celebrating our differences.We aim to empower leaders and colleagues to seek out and understand new voices and perspectives; to be vocal about inequity and exclusion, and to take decisive, informed and bold action to promote inclusion and belonging.
Any unsolicited submissions from agencies will be accepted as a direct application from the candidate and no fees will be payable.
We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.
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