Sales Executive jobs in United Kingdom

Head of Contact Centre and Showrooms

📍 Location: Ipswich / Colchester / Hybrid (Regional Offices & Remote)

💼 Department: Sales & Marketing

📊 Reports to: Sales and Marketing Director

💰 Salary: £30,000 - £45,000 basic (DOE) + £6,000-£12,000 bonus + car allowance + 33 days holiday + pension

A leading home improvement company is seeking an experienced and customer-focused Head of Contact Centre and Showrooms to oversee the performance and strategic development of its customer contact centre and showroom network. This key leadership role will manage a multi-site team responsible for inbound and outbound communications, appointment booking, and showroom operations. The ideal candidate will combine strong people leadership with commercial acumen and a passion for delivering exceptional customer experiences that drive results.

• Develop and implement the strategy for the Contact Centre and Showrooms, ensuring alignment with company goals and sales targets.
• Lead and motivate a high-performing team across multiple sites, fostering collaboration and accountability.

• Champion a consistent, high-quality customer journey across all touchpoints.
• Monitor KPIs and customer satisfaction, implementing improvements to increase efficiency and conversion.

• Oversee day-to-day operations, ensuring compliance, service quality, and cost-effectiveness.
• Optimise lead management, appointment booking, and reporting across all channels.

• Recruit, train, and develop staff to deliver exceptional service and meet performance objectives.
• Set and review KPIs, driving continuous improvement and recognition of success.

• Collaborate with Sales and Marketing to align service delivery with commercial goals.
• Use CRM and contact centre technologies to enhance communication, insight, and productivity.

• Proven leadership in contact centre and/or retail operations, ideally within the home improvement industry.
• Strong understanding of lead management, appointment setting, and customer conversion.
• Data-driven, commercially minded, and experienced in team development.
• Excellent communicator with strong stakeholder management skills.
• Experience working with marketing teams or agencies to drive lead quality and volume.

• £30,000-£45,000 basic salary (DOE)
• £6,000-£12,000 annual bonus
• Company car or allowance
• 33 days holiday (including bank holidays)
• Pension scheme
• Hybrid working (Ipswich / Colchester / Remote)
• Opportunity to lead a high-impact customer experience function within a growing home improvement business

This is an exciting opportunity for a proven leader to shape and grow a vital function that drives both customer satisfaction and commercial success.