Head of Contact Centre

  • Region:
  • Team:
    Contact Centre
  • Location:
    Swan Valley - Northampton

Our Story 

From its inception in 1994, Chrissie Rucker’s vision was to build a company that specialised in stylish, white, designer-quality items for the home that were not only exceptional quality, but also outstanding value for money. In addition to this devotion to simplicity, it was imperative the customer was put at the heart of everything and provided with a second-to-none shopping experience - and so The White Company was born.

Today, the company that began as a 12-page mail-order brochure has become one of the UK’s fast-growing multi-channel retailers and a leading lifestyle brand with 60 stores across the UK and impressive global growth. The White Company also has concessions in selected Nordstrom stores in the US, and a highly successful online business.


Our Role

The Head of Customer Service (Contact Centre) is a key role within The White Company. Reporting into the Customer Director, you’ll form part of our Senior Management Team (SMT) and be responsible for designing and delivering the customer service strategy as we continue on our journey to become a leading global lifestyle brand.

Based in our Contact Centre in Northampton with regular visits to our head office in London, you will lead your teams to deliver a consistent and outstanding experience across all customer service channels.


What you'll be doing 

  • Full accountability for the design and delivery of the customer service strategy – across voice, email, chat and social channels. The experience provided to customers and the operating model (people, processes and technology) to deliver it
  • Lead and manage the customer contact centre. Deliver a consistent and outstanding experience across all customer service channels (Core team of 75 headcount including management). Ensure efficient operation - optimising processes and planning to manage peak periods and minimise cost per contact
  • Optimise the day to day performance of the Contact Centre Operation to deliver a best in class service, meeting or exceeding all KPIs and within budget.
  • Lead, inspire and co-ordinate the contact centre management team at all levels to create motivated and engaged colleagues.
  • Collaborate cross-functionally with other SLT members and service champions across the business to deliver on our ongoing commitment to a customer first culture
  • Gather and share customer insight received within the contact centre and recommend opportunities for business, system and process changes.
  • Drive strong performance of contact centre sales and average order value.

For more detail of the responsibilities please review the JD attached.  


Skills and Experience you will have 

  • You must be able to demonstrate a real passion for delivering outstanding customer service to every customer, at every touch point, every day and be able to inspire others to achieve the same level of excellence.
  • Proven experience of leading a service driven contact centre operation with experience of managing an operation through periods of significant growth or change.
  • Experience managing and leading contact centres [ideally retail] with significant contact volume spikes at peak periods
  • Commercial, technically-minded, analytical, passionate, resourceful and imaginative
  • Credible and confident to influence senior stakeholders – CEO, Op Board, Senior Management peer group
  • Excellent written and verbal communication skills at all levels as well as developed interpersonal skills
  • Strong planning, organisation and performance management skills
  • Working knowledge of regulatory environment within customer service and retail environment


What we offer you


At The White Company, we value our employees for always going the extra mile for every one of our customers; we reward this with great benefits and competitive salaries.

  • Discount -Up to 50% discount (dependent on contract type)
  • Holiday - 25 days rising to 28 with length of service
  • Holiday Buy – opportunity to buy up to an additional 5 days holiday
  • Perkplace Benefits Platform – offering a variety of discounts across wellbeing and lifestyle
  • Wagestream Money Management app - access to Wagestream gives you power over your pay and supports financial wellbeing
  • Bonus - In addition to our competitive salaries, all our permanent employees are entitled to join a discretionary bonus scheme.
  • Pension Scheme
  • Life Assurance
  • Fruit basket daily
  • Tea and coffee provided
  • Social - Christmas party/social events throughout the year
  • Seasonal Sample Sales
  • Volunteer Day - with a charity of your choice



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Swan Valley - Northampton
Cobb Drive, Swan Valley, Northampton, United Kingdom, NN4 9BB
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