Customer Service Manager

Confidential; Worsley; On-site; GBP 40,000 - 50,000; Full time

Benefits offered by this job

Performance bonus

Job summary

Confidential is seeking an experienced Contact Centre Sales & Service Manager in Worsley, Manchester. This full‑time, office‑based role oversees a team of about 14 advisors, driving sales and service performance while enhancing customer experience and revenue.

You will lead a hands‑on operation, shaping processes, coaching staff, and implementing quality assurance across channels, with GDPR/PECR compliance and a focus on continuous improvement.

Qualifications

• Proven experience leading a contact centre or high‑volume operation.
• Strong track record in sales and customer service.
• Experience delivering commercial KPIs: conversion, revenue, retention, cost per sale.
• Knowledge of outbound dialler strategy and contact centre tech.
• Experience using CRM, telephony and performance data to drive decisions.
• Coaching mindset with experience developing frontline teams.
• Awareness of GDPR, PECR and consent requirements.

Responsibilities

• Lead, motivate and develop a high‑performing contact centre team.
• Own sales and service performance against KPIs.
• Drive outbound sales with dialler strategy and campaign management.
• Manage inbound performance, call routing and service levels.
• Use data and dashboards to identify opportunities and drive improvement.
• Coach teams through call listening and structured development.
• Develop QA and coaching frameworks and embed them.
• Utilise analytics and AI to identify trends and improve performance.
• Support recruitment, onboarding and ongoing development.
• Manage performance, attendance, engagement and retention.
• Handle customer escalations and complaints as needed.
• Collaborate with other departments to improve the end‑to‑end journey.

Skills

Contact centre management

Sales experience

Customer service

Performance KPIs

Dialer strategy

CRM analytics

Coaching & development

HubSpot or similar

Tools

CRM

Telephony

HubSpot

Job description

Contact Centre Sales & Service Manager
Location: Worsley, Manchester
Salary: 40,000- 50,000 depending on experience
Bonus: Up to 25% performance-related
Hours: Full-time, permanent Office-based
An exciting opportunity to make your mark
We’re working with an established and growing consumer-focused business that is entering an exciting period of growth, development and transformation.
As part of this next chapter, they are looking to appoint an experienced Contact Centre Sales & Service Manager to take ownership of their customer contact operation and play a key role in shaping its future.
This is a fantastic opportunity for an ambitious contact centre leader who enjoys being hands‑on, commercially focused and close to the operation. You'll have the opportunity to develop people, improve performance, introduce new ways of working and make a tangible impact on both customer experience and revenue.

The Role

Leading a team of approximately 14 Contact Centre Advisors, supported by Senior Agents, you will take responsibility for the day‑to‑day performance of the contact centre across sales and customer service.
You'll be responsible for driving performance across conversion, revenue, retention and cost per sale, while maintaining high standards across service levels, customer satisfaction, first‑contact resolution and complaints.

Key responsibilities will include:

• Leading, motivating and developing a high‑performing contact centre team.
• Taking ownership of sales and service performance against agreed KPIs.
• Driving outbound sales activity through effective dialler strategy, campaign management and contact optimisation.
• Managing inbound performance, call routing and real‑time service levels.
• Using data, MI and performance dashboards to identify opportunities and drive improvement.
• Coaching individuals and teams through call listening, feedback and structured development.
• Developing and embedding effective quality assurance and coaching frameworks.
• Using call analytics and emerging AI technology to identify trends and improve performance.
• Supporting recruitment, onboarding, training and ongoing development.
• Managing performance, attendance, engagement and retention.
• Taking ownership of customer escalations and complaints where required.
• Working closely with other departments to improve the end‑to‑end customer journey.
• Ensuring the operation remains compliant with relevant regulatory requirements, including GDPR and PECR.
• Presenting performance insights and improvement plans to senior stakeholders.

About You

We’re looking for an experienced Contact Centre Manager / Sales & Service Manager who can combine strong people leadership with a genuine commercial focus.

You’ll ideally have:

• Proven experience managing a contact centre or high‑volume customer operation.
• A strong track record across both sales and customer service.
• Experience delivering against commercial KPIs such as conversion, revenue, retention and cost per sale.
• Strong knowledge of outbound dialler strategy and contact centre technology.
• Experience using CRM, telephony and performance data to drive decisions.
• A strong coaching mindset and experience developing frontline teams and team leaders.
• Experience implementing or managing quality assurance frameworks.
• A good understanding of GDPR, PECR and consent requirements.
• The confidence to be visible, hands‑on and actively involved in the day‑to‑day operation.
• A 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 opportunity?

This is more than simply taking over an established contact centre. The business is entering an exciting new phase, and this role offers the opportunity to genuinely influence how the operation develops.

You’ll have the scope to shape processes, develop your people, improve commercial performance and introduce new ideas and technology - while working closely with senior leadership and playing a key role in the wider growth strategy.

If you’re an ambitious contact centre leader looking for a role where your ideas, leadership and results will make a visible difference, we’d love to hear from you.

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.