Job Introduction
Head of Customer Contact Centre – Hire Direct
Location: Haydock/ North West based
Business Area: Speedy Solutions
Speedy are the UK’s leading hire provider, offering the widest range of tools, specialist hire equipment, plant, and support services – everything for every job.
We are now looking for an experienced and inspiring Head of Customer Contact Centre – Hire Direct to lead one of the most important functions within our business. Based in Haydock, this senior leadership role offers the opportunity to shape the future of our national customer contact operation and make a real impact on customer experience, commercial performance, and colleague engagement.
About the Role
This is a highly visible, hands-on leadership position, responsible for the day-to-day and strategic management of our Hire Direct contact centre.
Leading a team of approximately 140 colleagues, you will ensure we deliver exceptional service to our national and key account customers, while driving strong commercial outcomes and building a high-performance, customer-focused culture.
You will play a critical role in strengthening customer relationships, supporting business growth, and raising the profile of Hire Direct across the Speedy Group.
Key Responsibilities
Operational Leadership
Take full ownership of daily performance across the Customer Contact Centre
Provide visible, hands-on leadership across multiple teams
Lead, motivate, and develop circa 140 colleagues
Ensure the contact centre operates as a commercial engine for Hire Direct
Customer Experience & National Accounts
Deliver consistently high levels of customer service
Act as the senior escalation point for key customers
Build strong, long-term partnerships with national accounts
Ensure complex hire requirements and SLAs are delivered accurately and efficiently
Embed a truly customer-first mindset
Performance & Commercial Excellence
Drive performance across key measures including response times, accessibility, and hire conversion
Use data and MI to manage performance in real time
Lead continuous improvement initiatives
Work closely with Sales and Operations teams to deliver seamless hire journeys
Culture & People Development
Create a high-performance, engaging, and inclusive working environment
Develop strong frontline leaders through coaching and mentoring
Drive colleague engagement, retention, and development
Build a culture where people feel valued, motivated, and proud of their work
Process & Continuous Improvement
Lead improvements to systems, processes, and workflows
Champion the effective use of technology
Deliver change initiatives that improve efficiency and service quality
What We’re Looking For
We are looking for a confident, commercially minded leader who is passionate about customer service and people development.
Essential:
Senior leadership experience within a high-volume contact centre or customer operations environment
Proven experience leading large teams (100+ colleagues)
Strong hands-on leadership style
Experience supporting national or strategic accounts
Commercial awareness with a track record of driving performance
Confident using MI and data to inform decisions
Desirable:
Experience within hire, construction, logistics, or B2B services
Exposure to multi-site or multi-channel operations
Experience leading cultural change programmes
What We Offer
We are committed to supporting your success and wellbeing and offer a comprehensive benefits package, including:
26 days’ holiday plus bank holidays
Company car or cash car allowance
Life assurance
Company pension scheme
Canteen facilities (where applicable)
95% discount across the Speedy brand
Training, development, and clear career progression opportunities
Voluntary Health Cash Plan
My Staff Shop discounts and offers
Green Commute Initiative (Cycle to Work scheme)
PAM Employee Assistance Programme (EAP) for wellbeing, legal, and financial support
Career Line of Sight programme
Work Life Balance
At Speedy, we are proud of our industry-leading Work Life Balance initiative, supporting colleague wellbeing and promoting balanced working patterns.
We encourage open conversations around flexible working, where operationally possible, to help you achieve the right balance between work and home life.
Why Join Speedy?
At Speedy, our people are at the heart of everything we do. We are passionate about developing talent, promoting from within, and creating an inclusive workplace where everyone can thrive.
Many of our leaders have grown their careers with us, and we are proud of our strong culture of internal progression.
Additional Information
We reserve the right to close this vacancy early if we receive a high volume of applications, so early applications are encouraged.
Some roles within The Speedy Group UK & Ireland may require DBS, credit, or security clearance checks.
Speedy is an equal opportunity employer and is committed to creating a diverse, inclusive, and supportive working environment.
All applicants will be considered regardless of ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran status, neurodiversity, or disability.
All roles require proof of right to work in the UK prior to commencement.
For more information on our ESG governance, please visit:
https://www.speedyservices.com/esg/governance
Speedy Hire