Contact Centre Director - (HelpDesk)

Role: Contact Centre Director (Helpdesk)

Location: Manchester, UK

Type: Inside (IR35)

Key Responsibilities

Strategic Leadership

• Develop and deliver the overall Helpdesk strategy, aligned with client vision, values, and customer service objectives.
• Define and implement a clear operating model that ensures efficiency, consistency, and high-quality service delivery.
• Lead transformation programmes that enhance digital capability, self-service, automation, and data-led decision making.

Operational Excellence

• Oversee the day-to-day performance of all helpdesk operations, ensuring SLAs, KPIs, and client expectations are consistently met or exceeded.
• Manage the end-to-end workflow of helpdesk operations, from first contact to resolution, ensuring seamless handovers and accountability across teams.
• Drive continuous improvement in processes, systems, and ways of working to maximise productivity and customer satisfaction.

People Leadership

• Lead, coach, and develop senior managers and team leaders, fostering a culture of engagement, high performance, and customer focus.
• Build capability across the helpdesk organisation, ensuring robust succession planning and career development opportunities.

Client & Stakeholder Management

• Act as the senior point of contact for escalations and strategic discussions with key clients.
• Partner with internal stakeholders across Operations, IT, HR, and Finance to ensure seamless service delivery.
• Represent Mitie Helpdesks externally, promoting our capabilities and thought leadership within the facilities management industry.

Commercial & Financial Accountability

• Develop and manage budgets, ensuring cost efficiency and value for money in service delivery.
• Identify opportunities for growth, innovation, and added value to clients.
• Provide accurate reporting and insights to the executive team.

Person Specification-

• Proven experience in leading large-scale helpdesk or contact centre operations, ideally in a multi-client environment.
• Strong understanding of end-to-end workflow management, including call handling, triage, escalation, resolution, and customer feedback loops.
• Demonstrated success in developing and delivering strategic transformation programmes.
• Excellent people leadership skills, with the ability to inspire, motivate, and develop teams at all levels.
• Strong commercial acumen, with experience managing budgets and delivering operational efficiencies.
• Expertise in using technology and data to drive decision-making, performance improvements, and customer insights.
• Exceptional stakeholder management, influencing, and communication skills

GCS is acting as an Employment Business in relation to this vacancy.