Call Centre And Showroom Manager

LJ Recruitment; Ipswich; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading home improvement company is seeking an experienced Head of Contact Centre and Showrooms to oversee customer contact performance and strategic development. This leadership role involves managing a multi-site team, enhancing customer experiences, and driving commercial success. Competitive salary and benefits, including hybrid working arrangements, are offered. The ideal candidate should have a strong background in contact centre operations and a passion for customer satisfaction.

Benefits

Company car or allowance

33 days holiday

Pension scheme

Hybrid working

Qualifications

• Proven leadership in contact centre and/or retail operations, ideally within the home improvement industry.
• Data-driven, commercially minded, and experienced in team development.
• Strong understanding of lead management, appointment setting, and customer conversion.

Responsibilities

• Develop and implement the strategy for the Contact Centre and Showrooms.
• Monitor KPIs and customer satisfaction, implementing improvements.
• Oversee day-to-day operations ensuring compliance and service quality.
• Recruit, train, and develop staff to deliver exceptional service.

Skills

Leadership in contact centre operations

Customer experience enhancement

Data-driven decision-making

Stakeholder management

Tools

CRM technologies

Job description

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.