Contact Centre Sales & Service Leader

Search Consultancy LTD; Worsley; On-site; GBP 42,000 - 64,000; Full time

Job summary

We are partnered with an established, growth-focused consumer business seeking a hands‑on Contact Centre Sales & Service Manager. You will own day‑to‑day operations for sales and service, leading around 14 advisors and senior agents to improve conversion, revenue, and customer satisfaction.

The role demands strong leadership, data‑driven improvement, and the introduction of new ways of working, QA frameworks and AI insights, with cross‑department collaboration and continuous development of

Qualifications

• Proven experience leading a contact centre or high‑volume operation.
• Strong track record across sales and customer service against KPIs.
• Experience with dialler strategy, CRM and performance data.

Responsibilities

• Lead a team of ~14 contact centre advisors and senior agents.
• Drive performance across conversion, revenue, retention and cost per sale.
• Coach, onboard and develop staff; embed QA and coaching frameworks.

Skills

Contact centre leadership

Sales & service management

KPI driving

Outbound dialer strategy

CRM/telephony data

Coaching

Tools

CRM systems

Telephony systems

Performance dashboards

Job description

We are partnered with an established, growth-focused consumer business seeking a hands‑on Contact Centre Sales & Service Manager. You will own day‑to‑day operations for sales and service, leading around 14 advisors and senior agents to improve conversion, revenue, and customer satisfaction.

The role demands strong leadership, data‑driven improvement, and the introduction of new ways of working, QA frameworks and AI insights, with cross‑department collaboration and continuous development of