Call Centre and Showroom Manager

Head of Contact Centre and Showrooms ?? Location: Ipswich / Colchester / Hybrid (Regional Offices & Remote) ?? Department: Sales & Marketing ?? Reports to: Sales and Marketing Director ?? Salary: 30,000 - 45,000 basic (DOE) + 6,000-12,000 bonus + car allowance + 33 days holiday + pension About the Role A leading home improvement company is seeking an experienced and customer-focused Head of Contact Centre and Showrooms to oversee the performance and strategic development of its customer contact centre and showroom network. This key leadership role will manage a multi-site team responsible for inbound and outbound communications, appointment booking, and showroom operations. The ideal candidate will combine strong people leadership with commercial acumen and a passion for delivering exceptional customer experiences that drive results. Key Responsibilities Leadership & Strategy Develop and implement the strategy for the Contact Centre and Showrooms, ensuring alignment with company goals and sales targets. Lead and motivate a high-performing team across multiple sites, fostering collaboration and accountability. Customer Experience & Performance Champion a consistent, high-quality customer journey across all touchpoints. Monitor KPIs and customer satisfaction, implementing improvements to increase efficiency and conversion. Operational Oversight Oversee day-to-day operations, ensuring compliance, service quality, and cost-effectiveness. Optimise lead management, appointment booking, and reporting across all channels. Team Development Recruit, train, and develop staff to deliver exceptional service and meet performance objectives. Set and review KPIs, driving continuous improvement and recognition of success. Sales Integration & Innovation Collaborate with Sales and Marketing to align service delivery with commercial goals. Use CRM and contact centre technologies to enhance communication, insight, and productivity. Candidate Profile Proven leadership in contact centre and/or retail operations , ideally within the home improvement industry . Strong understanding of lead management , appointment setting , and customer conversion . Data-driven, commercially minded, and experienced in team development. Excellent communicator with strong stakeholder management skills. Experience working with marketing teams or agencies to drive lead quality and volume. What's on Offer 30,000-45,000 basic salary (DOE) 6,000-12,000 annual bonus Company car or allowance 33 days holiday (including bank holidays) Pension scheme Hybrid working (Ipswich / Colchester / Remote) Opportunity to lead a high-impact customer experience function within a growing home improvement business This is an exciting opportunity for a proven leader to shape and grow a vital function that drives both customer satisfaction and commercial success. TPBN1_UKTJ

Created: 2025-10-17