Job Description – Call Centre Manager
About Us:
Engage has been a trusted provider of independent consultancy and management services to the UK self-storage industry since 2009. With over ten years of experience, we specialise in helping both existing operators and new start-ups successfully navigate the self-storage market. Our comprehensive expertise spans all aspects of the industry, from finance to marketing and sales, enabling us to develop and manage highly profitable self-storage facilities. We pride ourselves on offering tailored solutions that meet the diverse needs of our clients, whether they are established businesses or new entrants looking to make their mark. At Engage, we offer a competitive bonus scheme to recognise and reward our team's contributions to our clients' success.
Role Overview:
We are seeking a Call Centre Manager to lead our growing sales team. In this role, you will be responsible for managing day-to-day operations within our sales department, ensuring the effective handling and conversion of incoming sales enquiries, and maintaining exceptional customer service standards. You will provide leadership, coaching, and performance management to the team, while also overseeing remote facility management activities for our clients' storage sites.
You will be responsible for the departments KPI's and the training, coaching staff and holding reviews to maximise the departments sales potential.
You will be responsible for collating and analysing all data to do with calls, conversions, reviews and the customer journey. From this information you will also put the teams bonus reports together and submit to the Head of Operations and Accounts team on a monthly basis, and will be involved with presenting EOM data to shareholders and clients.
The role is primarily remote but will require regular visits to our Nottingham-based sales office at least once per week, as well as occasional travel to client storage facilities during training periods and when onboarding new clients, or attempting to acquire new accounts.
Key Responsibilities:
Team Leadership & Management
* Lead, motivate, and support a team of sales representatives to achieve individual and team targets.
* Monitor performance metrics, provide regular feedback, and conduct performance reviews, and any HR issues that arise.
* Develop training plans to enhance sales techniques, product knowledge, and customer service skills.
* Schedule and allocate work to ensure adequate coverage across all communication channels.
Operational Oversight
* Ensure all incoming sales enquiries (phone, email, chat) are handled promptly and professionally.
* Conduct regular audits on the department, collate and feed back to the team as well as Head of Operations
* Monitor conversion rates and implement strategies to improve sales performance.
* Oversee the accurate use of CRM systems and ensure all customer interactions are correctly logged.
* Review and refine scripts, workflows, and processes to maximise efficiency
* Review Mystery shop results and action, feedback to the team, implementing coaching where necessary.
Client & Facility Management
* Manage remote operational activities for storage sites, including:
o Invoicing and payment processing
o Debt management and arrears follow-up
o Customer complaint resolution
o Contract setup and document verification
* Act as the key contact point between the sales team and Engage's consultancy team.
* Act as the key contact point between the sales team and E+ 3rd party clients.
* Attend EOM calls to provide feedback/present to senior management/shareholders internally and externally.
Qualifications & Skills:
* Proven experience in a sales call centre management or team leader role (sales environment preferred).
* Strong leadership skills with the ability to inspire, coach, and manage performance.
* Excellent communication and interpersonal abilities.
* Organised, with strong analytical and problem-solving skills.
* Proficiency in CRM systems and Microsoft Office applications.
* Self-storage industry experience is advantageous but not essential.
Why Join Us?
Becoming part of Engage means joining a company with deep expertise in the self-storage industry, where your leadership will directly contribute to the success of our clients. We offer a supportive and collaborative environment, along with the following benefits:
* Staff EAP (Employee Assistance Programme)
* Sick pay
* Company events
* Store discounts
* Flexible/home working arrangements
Job Type: Full-time, Permanent
Pay: £30,000 per year + bonus scheme
Schedule: 8-hour shifts, varied between 8am-6pm
Location: Remote with travel as required
Reference ID: Call Centre Manager
Expected start date: 22/9/25
Job Types: Full-time, Permanent
Pay: £30,000.00 per year
Benefits:
* Casual dress
* Company events
* Company pension
* Employee discount
* Health & wellbeing programme
* Store discount
* Work from home
Experience:
* Management: 2 years (required)
* self storage: 1 year (preferred)
Work Location: Hybrid remote in Nottingham NG1