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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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Are you ready to lead a team at the forefront of AI innovation? We're on the hunt for a 'customer obsessed' and forward-thinking Technical Product Manager.

This isn't just any job - it's a journey where you will be required to help shape and guide our organization! Imagine shaping the next generation of AI-powered conversational solutions that redefine how we operate and overhaul the service we provide to millions of our customers and clients.

You'll get to channel your visionary leadership, share your knowledge, develop our people, and drive our strategic agenda to create a vibrant, dynamic environment where creativity and cutting-edge technology come together and thrive. You'll also be collaborating with cross-functional teams to craft groundbreaking AI solutions and help set new standards. If you're excited by this challenge, speak to us!

To be successful as a AI Technical Product Manager you should have experience with:

Strategic technical product vision and roadmapExtensive experience working on NLP based productsCross functional leadership and influence

Other highly valued skills include:

Understanding of APIs and microservices architectureData analyticsGen AI / LLM knowledge and experience

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

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As a lead engineer you will be an SME (Subject Matter Expert) at our client; helping to shape and guide our Generative AI strategy.

To be successful as a Lead Engineer you should have experience with:

* Programming Language - Python

* Working with Large Language Models (LLMs)

* Working with AWS services i.e. Bedrock, Lambda, S3, Lex, CloudWatch

* Evaluating LLMs and prompt optimisation

* Strong communication and collaboration skills, with the ability to work in crossfunctional teams

* Mentor and develop team members, identifying talent gaps and fostering a culture of technical excellence and continuous improvement

Other highly valued skills include:

* Experience developing AI applications within a regulated organisation

* Knowledge of data engineering concepts

* Knowledge of DevOps concepts. CI/CD i.e. Gitlab Runners, Jenkins and Infrastructure as Code i.e. Terraform, CloudFormation

* Docker and container-based deployments to ECS and EKS You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen strategic thinking and digital and technology, as well as job-specific technical skills

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

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IAM Architect | Financial Services

Duration: 6 months rolling
Rate: Up to £650/day (Inside IR35)
Location: Manchester, Hybrid

GCS Cyber are engaged with a global FS organisation currently undergoing a large-scale IAM transformation programme and are looking to strengthen with the additional of an IAM Solution Architect.

What we are looking for:

Experience and advanced understanding of IAM, including Governance, Authentication and PAMProven track record of delivering detailed designs within global, complex organisations.Experience working with multiple IAM tools

To find out more, please apply now or drop an email with a copy of your CV to [email protected]

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

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