Home Improvement Head of Contact Centers

Porterhouse Recruitment; Ipswich; On-site; GBP 125,000 - 150,000; Full time

Job summary

A recruitment agency is seeking a Head of Contract Centres in Ipswich to lead their customer contact operation in the home improvement sector. The successful candidate will manage both remote and in-house teams, drive productivity, and ensure performance targets are achieved. Strong leadership, excellent communication skills, and experience in appointment booking are essential. This full-time role offers a performance-based bonus and various benefits including a company car or allowance.

Benefits

Company car or car allowance

33 days holiday

Pension scheme

Qualifications

• Leadership experience within a call centre or lead generation environment.
• Experience managing teams in showroom and remote settings.
• Strong background in appointment booking and pipeline management.

Responsibilities

• Manage and motivate a team of call centre staff.
• Oversee the lead management and sales pipeline.
• Produce weekly performance reports.

Skills

Leadership experience

Data-driven analysis

Excellent communication

Coaching skills

Organisational skills

Job description

Job Description

Job Title

Home Improvements Head of Contract Centres (Windows & Doors)

Location

Ipswich

Salary

Basic salary plus performance-based bonus

Benefits

Company car or car allowance, 33 days holiday (including bank holidays), pension scheme

About the Role

We are seeking an experienced and driven Head of contract centres to lead our busy customer contact and lead management operation within the home improvement sector. You will oversee both in-house and remote teams ensuring all leads are efficiently managed appointments are maximised and performance targets are consistently achieved.

This is a hands‑on leadership role that requires strong people management skills commercial awareness and the ability to drive productivity and quality across all communication channels.

Key Responsibilities

• Manage and motivate a team of both remote and in‑house call centre staff.
• Oversee the full lead management and sales pipeline from initial enquiry through to appointment booking and follow‑up.
• Ensure leads are handled efficiently and converted into qualified appointments.
• Produce weekly performance reports for each marketing channel analysing conversion rates and identifying improvement areas.
• Recruit train and develop call centre and lead generation staff to maintain a high‑performing team.
• Work closely with marketing and sales teams to align lead flow with business targets.
• Maintain high standards of customer service and professionalism across all interactions.

About You

• Proven leadership experience within a call centre or lead generation environment ideally in windows doors or home improvements.
• Experience managing teams in both showroom and remote settings.
• Strong background in appointment booking telesales and pipeline management.
• Excellent communication coaching and organisational skills.
• Data-driven with the ability to interpret reports and improve performance metrics.
• Proactive and target-driven with a focus on quality and results.

Package & Benefits

• Basic salary plus performance-based bonus
• Car or car allowance
• 33 days holiday (including bank holidays)
• Company pension scheme

Opportunity to grow and shape a high-performing team within a respected home improvement business

Employment Type

Full‑Time