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Head of Contact Centre IT Applications

Salary: Up to £85,000 depending on skills and experience.

Location: Sheffield city centre. Ten minutes' walk from Sheffield Station. Travel to other UK locations as appropriate

Working pattern: Core business hours Monday to Friday with flexible working across evenings and weekends to support shift working team leader reports.

First Rail is one of the UK's most experienced rail operators, carrying more than 345m passengers across four franchises (Great Western Railway, South Western Railway, TransPennine Express and Avanti West Coast) and our open access operator (Hull Trains). We operate all types of passenger railways - intercity, commuter, regional and sleeper services.

We are continually seeking ways in which to improve the experience for our customers. Our newly formed Customer Support Centre will therefore use state of the art systems to deliver excellent customer service and ensure that requests are speedily and effectively resolved.

Our delivery teams are responsible for a variety of customer support matters which range from processing customer compensation claims to complaints handling, group bookings and assisted/special service services, quality assurance and fraud analysis.

As IT Applications Director, you will report to the Director of the First Customer Contact Centre (FCC) and will be responsible for driving efficiency, stability, security, standardisation and innovation across the following areas of the contact centre applications e.g., Salesforce service cloud, Amazon Connect, Webforms, CScan, Concentric, and a variety of other applications which deliver and support the operations to our customers. You will be responsible for embedding a culture of operational excellence to ensure the best results possible from the Technology and Infrastructure team.

Key accountabilities include but are not limited to:

  • Control the applications and infrastructure budgets in line with both local and central divisional directives;
  • Formulate, maintain and review a written strategy for each application area, ensuring buy in and agreement from each functional area within the centre;
  • Build and develop the Infrastructure Team, providing coaching, training and feedback on a timely basis to maintain motivation and drive performance through technology enablement.
  • Ensure team and service compliance to relevant policies, procedures and security protocols in order to mitigate business and systems risk;
  • Maintain the company's software licensing register reporting each month any anomalies to management for action to be taken;
  • Ensure business improvement and innovation are a focus for improving both the systems and processes within the customer centre;
  • Take an active role in working with the Group's CISO in ensuring that the FCC complies with all relevant regulatory security controls including PCI and GDPR requirements.
  • Ensure local IT continuity plans are maintained to FCC and Group standards at all times and are tested at least once each financial year.

Person Specifications

Competencies and capabilities required

  • A passion for driving technology and application effectiveness helping the business achieve objectives
  • Aptitude for creatively solving challenges and driving programs/projects forward
  • Proactive and accountable by nature with a culture of performance improvement
  • A forward looking and innovative thinker who can identify, understand and translate needs and implement practical solutions
  • Experienced in building and leading teams and motivating them to deliver excellent results

Expertise & knowledge

  • GDPR and PCI aware with a good cyber security background
  • Experienced traditional and digital applications manager
  • A good all-round manager who can motivate the people around them
  • Salesforce service cloud experience is an essential area
  • Experience on modern IVR platforms is essential
  • Data and analytic minded
  • Cloud platform and applications aware and experienced
  • Excellent project management skills
  • Experience with change management
  • Experience in advanced data analytical skills such as AI or


  • Core IT experience in IT Applications management
  • Understanding of server and networking architecture is an advantage
  • Cloud certifications in AWS, Azure or Salesforce
  • ITIL fundamentals

For further information, or a full job description, please contact


Close map
First Contact Centre, The Square Sheffield
2 Broad Street West, Sheffield, England, S1 2BQ
  • Ref:
  • Company:
    First Customer Contact Ltd
  • Website Skillset:
    All Other Roles
  • Contract Type:
    Permanent - Full Time
  • Contracted Hours:
  • Location:
    First Contact Centre, The Square Sheffield
  • Closing Date:
    12 October 2020
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