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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.

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