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Head of Contact Centre and Showrooms
Competitive salary and performance-based incentives
Employed, Full Time
1 Olympus Close, Ipswich IP1 5LJ, All Other Regional Offices and Remote
Position Summary
We are seeking a dynamic and experienced leader to join our team as Head of Contact Centre and Showrooms. This strategic role is responsible for overseeing the day-to-day operations and long-term development of both our customer contact centre and physical showroom locations. The ideal candidate will possess strong leadership skills, a customer-first mindset, and a proven track record in managing and exceeding targets in a multi-site customer service and retail operations business.
Key Responsibilities
Leadership & Strategy
* Develop and execute the overarching strategy for the Contact Centre and Showrooms, ensuring alignment with the company’s vision, customer experience goals, and commercial sales targets.
* Lead, inspire, and develop a high-performing team across both functions, fostering a culture of excellence, collaboration, and continuous improvement.
Customer Experience Management
* Champion the customer journey across all touchpoints to ensure a consistent, engaging, and high-quality experience.
* Monitor and evaluate customer satisfaction metrics, identifying areas for enhancement and implementing initiatives to improve service delivery.
Operational Oversight
* Oversee daily operations of the contact centre and showrooms, ensuring efficiency, compliance, service and cost-effectiveness.
* Implement robust operational processes, systems, and performance standards to drive service excellence and improve conversion ratios
Team Development & Performance
* Recruit, train, and develop team members, ensuring they are equipped with the skills and tools to deliver exceptional service.
* Set and monitor KPIs and rewards, conducting regular performance reviews and driving accountability across teams.
Sales and Service Integration
* Work closely with Sales, Marketing, and Product development teams to ensure seamless integration between service delivery and commercial objectives.
* Support the development of showroom retail strategies that enhance product visibility, drive sales, and reflect brand values.
Technology & Innovation
* Leverage customer service technologies and CRM systems to enhance communications, streamline operations, and provide actionable insights.
* Stay abreast of industry trends and best practices, introducing innovations to improve efficiency and customer satisfaction.
Required Skills & Experience
* Proven leadership experience in a senior contact centre or retail operations role, ideally overseeing both digital and physical environments is essential.
* Strong understanding of customer service principles, contact centre technologies, sales scripts and showroom operations.
* Exceptional communication, interpersonal, and stakeholder management skills.
* Data-driven decision-maker with experience in analysing performance metrics and implementing improvements.
* Ability to lead and inspire large, cross-functional teams across multiple locations.
* Strong commercial acumen and strategic thinking capabilities.
* Previous experience working closely with marketing agencies to drive volume and quality of sales appointments
Apply Now
Email us your CV with covering letter. We’ll review your application and aim to respond within 48 hours.
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