Contact Centre Sales & Service Manager

Search; Worsley; On-site; GBP 40,000 - 65,000; Full time

Job summary

Search is seeking an ambitious Contact Centre Sales & Service Manager to own and shape a growing consumer-focused operation in the UK. You will lead a team of around 14 contact centre advisors and Senior Agents, driving both sales and customer service performance with a focus on delivering an excellent customer experience.

You will use performance data and AI-enabled insights to optimise channels, campaigns and dialler strategies, while coaching your team and aligning with GDPR and

Qualifications

• Experience leading a contact centre or high-volume customer operation.
• Proven track record in sales and customer service KPIs.
• Strong coaching and development mindset.

Responsibilities

• Lead a 14-strong contact centre team with Senior Agents.
• Drive conversion, revenue, retention and cost-per-sale performance.
• Manage inbound service levels and outbound sales activity.
• Optimise dialler strategy, campaigns and customer contact.
• Use MI dashboards to identify opportunities and improve results.
• Develop coaching, QA and performance frameworks.
• Utilise call analytics and AI tech to spot trends and improve results.
• Support recruitment, onboarding and ongoing talent development.
• Oversee performance, engagement, attendance and retention.
• Handle complex customer escalations and complaints.
• Collaborate cross-functionally to improve the end-to-end journey.
• Ensure GDPR/PECR/compliance standards are maintained.

Skills

People leadership

Commercial instinct

Coaching mindset

Performance management

Data-driven decisions

Tools

CRM

Telephony

MI dashboards

HubSpot

AI analytics

Job description

Ready to take ownership and make a real impact?

This is an opportunity for an ambitious Contact Centre Sales & Service Manager to join an established, growing consumer-focused business at an exciting point in its journey.

The business is entering a period of growth, transformation and investment, and this role will play a key part in shaping what comes next.

This isn't simply a role where you'll inherit an operation and keep things ticking over. You'll have genuine ownership of the contact centre, the opportunity to develop your people, improve commercial performance, introduce new ideas and help shape how the operation works in the future.

What you'll be doing

You’ll lead a team of around 14 Contact Centre Advisors, supported by Senior Agents, with responsibility for both sales and customer service performance. Your focus will be on creating a high-performing, commercially driven operation while ensuring customers receive an excellent experience.

You’ll have responsibility for:

• Leading, coaching and developing a high-performing contact centre team.
• Driving conversion, revenue, retention and cost-per-sale performance.
• Managing both inbound service levels and outbound sales activity.
• Optimising dialler strategy, campaigns and customer contact.
• Using MI, data and performance dashboards to identify opportunities and improve results.
• Developing coaching, QA and performance frameworks.
• Using call analytics and emerging AI technology to identify trends and improve performance.
• Supporting recruitment, onboarding and ongoing talent development.
• Managing performance, engagement, attendance and retention.
• Taking ownership of complex customer escalations and complaints.
• Working cross-functionally to improve the end-to-end customer journey.
• Ensuring the operation maintains strong GDPR, PECR and compliance standards.
• Presenting performance insights and improvement plans to senior stakeholders.

What we’re looking for

We’re looking for someone who combines strong people leadership with genuine commercial instinct.

You’ll ideally have experience managing a contact centre or high-volume customer operation, with a proven track record across sales and customer service.

We’re particularly interested in people who have:

• Experience delivering against conversion, revenue, retention or cost-per-sale KPIs.
• Strong knowledge of outbound sales, dialler strategy and contact centre technology.
• Experience using CRM, telephony, MI and performance data to drive decisions.
• A strong coaching and development mindset.
• Experience building or improving QA and performance frameworks.
• A good understanding of GDPR, PECR and customer consent.
• The confidence to be visible, hands-on and close to the operation.
• A genuine passion for continuous improvement and finding smarter ways of working.

Experience with AI/speech analytics, HubSpot or similar CRM platforms and multi-channel customer contact would be advantageous.

Why this role?

The exciting part is the opportunity to influence.

You’ll be joining at a point where the business wants to do things differently and has ambitious plans for the future. You’ll have the freedom to challenge existing processes, develop your team, improve commercial performance and introduce new technology and ways of working.

You’ll work closely with senior leadership and have a genuine opportunity to see the impact of your ideas and leadership.

If you’re a contact centre leader who wants more than just another management role – and you’re excited by the opportunity to build, improve and make your mark – we’d love to hear from you.