Head of HR – Contact Centre Operations
Sheffield
£70,000 - £80,000 & 15% Bonus
About the Role
We are seeking an experienced and people‑centric Head of HR to lead our Human Resources function across our high‑volume, fast‑paced contact centre operation.
This is a strategic and hands‑on leadership role, responsible for shaping and delivering our people strategy across Employee Relations (ER), Learning & Development (L&D), and Recruitment.
You will act as a trusted partner to the senior leadership team, driving culture, engagement, capability, and compliance. With responsibility for HR teams covering multiple specialisms, you will ensure we attract, develop, support, and retain exceptional talent that delivers brilliant service to our customers.
Key Responsibilities of this Head of HR role
Employee Relations
- Oversee all ER activity, including complex casework, absence management, disciplinary matters, and performance issues.
- Ensure fair, consistent, and legally compliant ER practices across the contact centre.
- Provide coaching and guidance to managers to build ER confidence and capability.
- Partner with legal and compliance teams to manage risk and uphold best practice.
- Lead policy development and continuous improvement of HR processes.
Learning & Development
- Own the L&D strategy for the contact centre, ensuring training builds capability, confidence, and customer excellence.
- Oversee induction, soft skills training, leadership development, and ongoing coaching programmes.
- Introduce innovative learning methods suited to high‑volume operations (digital learning, microlearning, blended learning).
- Work with operational leaders to identify skill gaps and create targeted training solutions.
Recruitment & Talent Acquisition
- Lead the recruitment strategy for volume hiring, specialist roles, and leadership positions.
- Ensure a robust, efficient hiring process that delivers high‑quality candidates at pace.
- Partner with marketing/brand teams to position the contact centre as an employer of choice.
- Champion workforce planning, forecasting, and talent pipeline development.
About You for this Head of HR role
- Proven HR leadership experience within a contact centre or high‑volume operational environment.
- Strong expertise in ER, L&D, and Recruitment with the ability to lead specialist teams.
- A strategic thinker with the ability to balance long-term plans and day‑to‑day operational needs.
- Excellent knowledge of employment law and best practice.
- Confident working with senior stakeholders and influencing at all levels.
- Strong analytical skills, able to use data to inform decisions and improve people processes.
- A proactive, inclusive, and empathetic leader who champions a positive culture.
What We Offer for the Head of HR role
- The opportunity to shape the future people strategy of a dynamic contact centre environment.
- A collaborative, values‑driven culture where people matter.
- Professional development opportunities and room to grow.
- Competitive salary, benefits, and performance‑related bonus.
Disclaimer
CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting your CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, and all telephone calls may be recorded for training and auditing purposes, your personal data will be held on our secure internal CRM system indefinitely. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 10 years inactivity your CV will be deleted permanently from our database.