Job description

Job description

  • Department:
    Customer Services
  • City:
  • Job Type:
    Full Time
  • Number of Hours:
  • Contract Type:
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Head of Operational Support (13747)

Job Title: Head of Operational Support – Contact / Customer Experience Centre


Job Type: Permanent


Location: Nuneaton/Remote hybrid


Hours: 37.5 hrs


Salary: £Industry Competitive + Comprehensive Company benefits


The Role

 At H&B we are building something really special and exciting - to help people understand how to live longer, healthier, happier lives.
Our mission is to be the leading player in global wellness chosen by millions as their trusted partner for personalised wellness journeys.
We are recruiting top talent in all areas of our business, from Finance to Digital Marketing, from HR to IT, as well as new functions around Health and Wellness.

So, if you are passionate about making a difference and want to work for a treasured brand that's growing, please apply. We'd love to hear from you.

“Leading the strategy to optimise performance and deliver continuous improvement”

As Head of Operational Support you will be responsible for leading the strategy to optimise the performance of the Contact Centre and identify innovation to delivery continuous improvement. 

You will lead the contact centre planning, telephony and analytics strategy to create a exceptional customer and employee experience.

To lead, train, motivate the real time, scheduling and MI function and collaborate across Holland and Barrett to create an exceptional digital first experience.


You will play a key role in supporting the Contact Centre Strategy and identify new ways to enable digital first contact strategy and deliver an outstanding employee and customer focused culture

  • Define the operational support strategy to enable the Centre to optimise every contact and meet and exceed Key Performance Indicators
  • Optimise and lead the outsource partnership
  • Lead the Resource and Planning team, ensuring that all core planning metrics and operational performance targets are delivered across all channels
  • Manage the operational budget in line with the annual budget process
  • Support CCC and wider Holland and Barrett teams by identifying new opportunities to enhance the service provided
  • Lead and coach team members to develop to their full potential and create a a culture of open and engaging communication
  • Process Management and continuous improvement to ensure processes and procedures are appropriately, monitored, documented
  • Bring an understanding of up-to-date technologies, current innovations and future Contact Centre innovation, utilising this knowledge to improve the customer journey
  • Responsible for ensuring that ongoing improvement of processes and procedures is prioritised, continually enhancing the Customer experience
  • Inspire, motivate and develop high performance through a strong inclusive coaching culture, where staff can thrive and deliver the best customer experience
  • Build and maintain effective working relationships with stakeholders, with the ability to influence key stakeholder and drive our transformation and first contact resolution strategies
  • Able to formulate medium, long term strategic plans for department and long-term operational plans
  • Ambassador for the customer and driving a culture of continuous improvement and a legendary customer experience
  • Managing, leading and inspiring the MI, Analysis and Customer Experience
  • Aligning services to both digital and non-digital channels and operational processes for a seamless experience for the customer
  • Leading initiatives and strategies to deliver an digital first contact strategy
  • Analyse data and MI to implement changes to improve the customer and employee experience
  • Understanding the operational effectiveness and make appropriate recommendations for change
  • Up to 5 directs
The Person


  • Ability to negotiate & influence others
  • Analytical and proven experience of improving operational performance and the customer and employee experience
  • Displays empathy & a customer centric approach
  • Proven experience of leading planning, telephony and analytical team
  • Experience of leading operational processes in a digital first contact centre
  • Engaging leadership skills and experience of leading operational support functions
  • Ability to make decisions autonomously, problem solve and analyse processes to drive change
  • Commercial mindset
  • A strategic thinker with strong communication skills

Technical Capabilities

  • Extensive knowledge of Contact Centre technology, experience in Zendesk would be advantageous
  • Expert knowledge of Customer Experience tools and framework
  • Experience developing both a telephony and digital customer experience strategy
  • Extensive knowledge of Contact Centre Planning Tools e.g. wfm, calabrio
  • Strong background in delivering change and transformation
  • Experience working in a Senior Leadership position with a digital contact centre environment and managing an outsource partnership
The Company

Holland & Barrett is one of the nation's most loved and trusted brands, known for offering quality health food, vitamins and supplements all sold by highly trained and qualified advisors.

Bucking the current trend of high street retailers, we forecast significant growth and expansion plans in the coming years, with considerable investment going into all areas of the business. We certainly embrace change and drive speed in everything we do. Every day presents a different challenge, but every day is also filled with fun, teamwork and passion to succeed and surpass every expectation.

Join us and see how far you can go…

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Head Office - Samuel Ryder House
7 Barling Way, Nuneaton, Warwickshire, United Kingdom, CV10 7RH
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