Hybrid Lead: Contact Centre & Showrooms

LJ Recruitment; Ipswich; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading home improvement company is seeking an experienced Head of Contact Centre and Showrooms to oversee customer contact performance and strategic development. This leadership role involves managing a multi-site team, enhancing customer experiences, and driving commercial success. Competitive salary and benefits, including hybrid working arrangements, are offered. The ideal candidate should have a strong background in contact centre operations and a passion for customer satisfaction.

Benefits

Company car or allowance

33 days holiday

Pension scheme

Hybrid working

Qualifications

• Proven leadership in contact centre and/or retail operations, ideally within the home improvement industry.
• Data-driven, commercially minded, and experienced in team development.
• Strong understanding of lead management, appointment setting, and customer conversion.

Responsibilities

• Develop and implement the strategy for the Contact Centre and Showrooms.
• Monitor KPIs and customer satisfaction, implementing improvements.
• Oversee day-to-day operations ensuring compliance and service quality.
• Recruit, train, and develop staff to deliver exceptional service.

Skills

Leadership in contact centre operations

Customer experience enhancement

Data-driven decision-making

Stakeholder management

Tools

CRM technologies

Job description

A leading home improvement company is seeking an experienced Head of Contact Centre and Showrooms to oversee customer contact performance and strategic development. This leadership role involves managing a multi-site team, enhancing customer experiences, and driving commercial success. Competitive salary and benefits, including hybrid working arrangements, are offered. The ideal candidate should have a strong background in contact centre operations and a passion for customer satisfaction.