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
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