halfords
About
Halfords are all about the journey. They are the UK's leading retailer of automotive and cycling products.
They are also the leading operator in MOT, tyres, car servicing and car repairs pleasing more than 750,000 customers every year.
Combined, Halfords Autocentres and Retail ensure trust, expertise, price guarantee and quality guarantee as standard.
Where we came in
Halfords, who employ 7,000 staff across 1,200 stores and an inhouse customer experience Contact Centres approached us to help build a new Contact Centre leadership team.
The leadership team covered Operational Leadership, Resource Planning, Training and Analytics and was to lead both their sizeable inhouse operations and the relationship with their outsourced provider, Webhelp in South Africa.
Roles successfully recruited
Starting with the Head of Contact Centre Operations who was to oversee all Customer Contact, we recruited all key leadership roles into the Halfords Customer Contact estate including:
- Head of Contact Centre Operations
- Head of Inhouse Customer Support
- Head of Vendor Relationships
- Head of Operational Support
- Training & Development Manager
- Resource Planning Manager
- MI Analyst
Endorsement from Halfords
"My experience as a candidate being placed by Cactus was great throughout, from the shortlisting through the interview rounds. I was always well briefed as to who would be on the calls and given plenty of time to discuss the role and understand how the position would fit for my background and experience, as well as the scope and future opportunity being right too. I guess the best compliment I would give to you and your team, is that since being hired into the role I have secured all the key SME new hires into my team using your services. We have now got a super talented pool of experts who all fit so well together we have been able to deliver significant improvements at pace right from day 1."
- Head of Contact Centre Operations