Centre Growth Leader — Sales & Service

Search; Worsley; On-site; GBP 55,000 - 75,000; Full time

Job summary

Search in the United Kingdom seeks a Contact Centre Sales & Service Manager to own and transform a high-volume operation. You’ll lead ~14 Advisors, drive sales and service performance, and shape how the operation evolves with new ideas and technology.

You’ll coach, develop your team, manage KPI-driven outcomes, and ensure GDPR/PECR compliance while partnering with senior stakeholders to deliver a best-in-class customer experience.

Qualifications

• Experience leading a contact centre or high-volume customer operation.
• Strong track record in sales and customer service performance.
• Knowledge of outbound sales, dialler strategy and contact centre tech.
• Experience using CRM, telephony, MI and performance data.
• Coaching mindset with ability to develop people and QA frameworks.
• Solid understanding of GDPR, PECR and customer consent.

Responsibilities

• Lead and develop a high-performing contact centre team.
• Drive conversion, revenue, retention and cost-per-sale.
• Manage inbound service levels and outbound sales activity.
• Optimise dialler strategy, campaigns and customer contact.
• Use MI, data and dashboards to identify opportunities.
• Develop coaching, QA and performance frameworks.
• Utilise call analytics and emerging AI tech to improve performance.
• Support recruitment, onboarding and talent development.
• Manage performance, engagement, attendance and retention.
• Handle complex customer escalations and cross-functional collaboration.

Skills

People leadership

Commercial instinct

Contact centre management

Sales & service performance

Outbound sales & dialler strategy

CRM/telephony/MI data

Coaching & development

QA & performance frameworks

GDPR/PECR knowledge

AI analytics / HubSpot CRM

Tools

HubSpot CRM

Call analytics

Job description

Search in the United Kingdom seeks a Contact Centre Sales & Service Manager to own and transform a high-volume operation. You’ll lead ~14 Advisors, drive sales and service performance, and shape how the operation evolves with new ideas and technology.

You’ll coach, develop your team, manage KPI-driven outcomes, and ensure GDPR/PECR compliance while partnering with senior stakeholders to deliver a best-in-class customer experience.