Customer Service

A Customer Service Director owns the front line of customer support: the contact centre, the support teams and the everyday resolution of customer issues. They lead on resolution rates, customer effort and team performance, and they set the standard for how it feels to get help.

A Contact Centre Director runs a specific operation, usually a defined site or virtual centre, while a Customer Service Director owns service across every channel a customer might use. The roles overlap, and in many businesses the titles are used interchangeably. The distinction matters most where service spans phone, chat, email, social and self-serve.

A Contact Centre Director in the UK typically earns around £65,000 to £120,000, depending on centre size, headcount and sector. Large or multi-site operations pay at the higher end, with bonus often tied to service and cost targets. (Indicative; confirm against Stellify placement data.)

Attrition usually falls when leadership fixes the causes advisors leave over: unrealistic targets, poor tools and no route to progress. Hiring a service leader who protects the team's experience alongside the customer's is the structural fix. In recruitment terms, it means weighing coaching and retention record as highly as operational metrics.

Look for someone who builds teams that stay and resolves issues the first time. The best coach quality without crushing it, design a service model that holds up at peak, and treat complaints as information to act on. Ask for evidence of both improved resolution and lower attrition under their leadership.

Most senior customer service searches produce a first shortlist within 7 days, with an appointment usually made inside 45 days. Timing depends on seniority and how defined the brief is. Stellify sends a considered shortlist. For urgent needs we can supply a recommendation the same day from the network we already have.