WE'RE LOOKING FOR A TELEMARKETING LEADER WHO KNOWS HOW TO PRODUCE RESULTS.
We are a growing roofing and insulation business specialising in products and services for domestic properties, and we are looking for an experienced Telemarketing Manager to take ownership of our outbound lead generation and appointment-setting operation.
We currently have a team of 12 agents, with plans to expand to 16 agents very shortly, and further growth planned.
This is a hands-on management position for someone who understands that managing a telemarketing operation isn't simply about monitoring call volumes.
It's about building a high-performing team, managing data, improving conversion rates, training agents, solving problems and consistently producing quality leads and appointments.
If you have previously managed a successful telemarketing, lead generation or appointment-setting operation and can demonstrate measurable results, we want to hear from you.
THE ROLE
As our Telemarketing Manager, you will be responsible for the day-to-day performance, management and development of our telemarketing operation.
Our team operates across two key areas:
COLD CALLING
Managing agents making outbound calls to generate new leads and appointments for our roofing and insulation products.
WARM ENQUIRIES
Managing agents contacting customers who have already expressed an interest in our products and converting those enquiries into qualified appointments for our sales team.
You will be responsible for the people, processes, data, systems and performance behind both operations.
VICIDIAL — ESSENTIAL EXPERIENCE
We use Vicidial as our predictive dialler and call management platform, and therefore we require someone who has hands-on experience using and managing Vicidial.
This is an important part of the role.
You will be expected to understand how to effectively manage the system and use it to maximise agent productivity and campaign performance.
Your responsibilities will include:
- Loading and managing lead data within Vicidial.
- Preparing and organising data for different campaigns.
- Managing lead lists and campaign data.
- Assigning and managing data across campaigns.
- Monitoring campaign performance.
- Managing agent activity through the system.
- Monitoring call volumes, contact rates and other key metrics.
- Identifying data quality issues.
- Troubleshooting common Vicidial issues.
- Working with technical support where more complex problems arise.
- Ensuring campaigns are configured and operating correctly.
- Managing call dispositions and data outcomes.
- Maintaining accurate campaign records.
- Helping ensure agents have the correct data and campaigns available to them.
- Identifying opportunities to improve dialler efficiency and agent productivity.
You don't need to be a software developer, but you must be confident using Vicidial at a management and operational level and be capable of troubleshooting common issues without immediately having to rely on someone else.
If you've never used Vicidial before, this role is unlikely to be suitable for you.
TEAM MANAGEMENT & PERFORMANCE
You will take ownership of the performance of our current team of 12 agents and help us grow that team to approximately 16 agents.
You will:
- Set daily, weekly and monthly targets.
- Monitor individual and team performance.
- Run daily team briefings.
- Conduct regular one-to-ones.
- Listen to calls and provide coaching.
- Identify performance issues quickly.
- Create performance improvement plans where required.
- Develop high-performing agents.
- Maintain a positive but accountable team culture.
- Motivate the team to achieve targets.
- Monitor attendance, productivity and activity.
- Ensure agents follow agreed processes and scripts.
- Identify future team leaders and develop them.
We don't want someone who simply tells agents to "make more calls."
We want someone who can identify why an agent isn't performing and know exactly what needs to change to improve their results.
RECRUITMENT, ONBOARDING & TRAINING
As we expand, you will be heavily involved in recruiting and onboarding new agents.
You will be responsible for helping to:
- Interview potential telemarketing agents.
- Identify candidates with the right attitude and personality.
- Develop a structured onboarding process.
- Train new starters from day one.
- Teach cold-calling techniques.
- Train agents on warm enquiry handling.
- Teach our roofing and insulation products.
- Train qualification techniques.
- Train appointment-setting techniques.
- Develop objection-handling skills.
- Conduct role-play sessions.
- Monitor new agents during their initial training period.
- Establish minimum performance standards.
- Coach agents until they reach the required level of performance.
You should be able to take someone with the right attitude and potential and develop them into a productive appointment setter.
DATA MANAGEMENT & CAMPAIGN MANAGEMENT
A major part of this role will involve ensuring the right data gets to the right agents at the right time.
You will be responsible for:
- Managing lead databases.
- Importing and loading data into Vicidial.
- Cleaning and checking data where required.
- Organising data into appropriate campaigns.
- Monitoring data quality.
- Managing campaign lists.
- Tracking campaign performance.
- Identifying poor-performing data sources.
- Reporting on lead and appointment performance.
- Working with management to improve targeting and data quality.
- Ensuring data is being used efficiently and appropriately.
You should be comfortable working with large volumes of data, spreadsheets, CRM systems and dialler platforms.
Strong Excel/Google Sheets skills would be advantageous.
COLD CALLING & APPOINTMENT SETTING
You must understand the difference between activity and productivity.
High call numbers mean very little if the quality of the conversations and appointments is poor.
You will be responsible for improving:
- Contact rates.
- Conversation rates.
- Lead generation.
- Appointment conversion.
- Qualified appointments.
- Appointment quality.
- Show rates.
- Cancellation rates.
- Agent productivity.
- Sales conversion from appointments.
You should have a strong understanding of:
- Cold calling.
- B2C telemarketing.
- Lead generation.
- Appointment setting.
- Objection handling.
- Customer qualification.
- Sales psychology.
- Call structure.
- Rapport building.
- Closing for the appointment.
Experience within roofing, insulation, solar, windows, doors, renewable energy, home improvements or similar industries would be highly advantageous.
TROUBLESHOOTING & PROBLEM SOLVING
This is a hands-on role.
When something isn't working, we expect you to investigate it.
Whether the issue relates to:
- Vicidial.
- Lead data.
- Campaign configuration.
- Agent productivity.
- Call quality.
- Scripts.
- Customer objections.
- Appointment quality.
- Data availability.
- Team performance.
You should be someone who looks for the solution rather than simply reporting the problem.
Where a technical issue requires external support, you will be expected to understand the issue sufficiently to explain it clearly and manage it through to resolution.
KPIs & COMMERCIAL PERFORMANCE
You will be expected to understand and manage performance through clear KPIs.
These may include:
- Calls made per agent.
- Contacts per agent.
- Contact rate.
- Leads generated.
- Appointments booked.
- Qualified appointments.
- Appointments per agent.
- Cost per appointment.
- Show rate.
- Cancellation rate.
- Sales conversion.
- Revenue generated.
- Agent productivity.
- Campaign performance.
You should be comfortable producing and reviewing performance reports and using the information to make management decisions.
WHAT WE ARE LOOKING FOREXPERIENCE IS A MUST.
This is not an entry-level management position.
We want an experienced telemarketing manager, call-centre manager, team leader or senior appointment-setting professional who can demonstrate a proven track record of managing people and producing measurable results.
Ideally, you will have experience managing:
- Outbound telemarketing teams.
- Appointment setters.
- Lead generation campaigns.
- B2C sales teams.
- Call centres.
- Home improvement campaigns.
- Roofing or insulation campaigns.
- Solar/renewables campaigns.
- Similar domestic sales campaigns.
VICIDIAL EXPERIENCE IS HIGHLY IMPORTANT.
You should have previous hands-on experience with Vicidial, including campaign management and loading/managing data.
WE WANT RESULTS — NOT JUST A CV
When applying, we want you to tell us about your previous results.
For example:
How many agents did you manage?
What type of campaign did you run?
How many appointments did your team generate?
What conversion rates did you achieve?
How did you improve team performance?
What did you personally do to increase productivity?
How experienced are you with Vicidial?
Have you personally loaded and managed campaign data?
Have you dealt with Vicidial troubleshooting and campaign issues?
Don't simply tell us that you're a "great manager."
Show us what you've achieved.
WHO YOU ARE
We're looking for someone who is:
RESULTS-DRIVEN
You care about numbers, performance and outcomes.
A LEADER
You know how to motivate, coach and hold people accountable.
COMMERCIAL
You understand the relationship between data, appointments, sales and revenue.
DATA-DRIVEN
You are comfortable analysing campaign and agent performance.
TECH-SAVVY
You understand Vicidial and are capable of managing data and resolving operational issues.
HANDS-ON
You're comfortable getting involved with calls, coaching, data and systems.
PROACTIVE
You don't wait for someone else to solve problems.
ACCOUNTABLE
You take ownership of your team's performance.
THE OPPORTUNITY
We currently have a 12-agent telemarketing operation and are preparing to expand to 16 agents, with further growth planned.
This means you won't simply be walking into an established operation and maintaining the status quo.
You will have the opportunity to build, develop and shape the team and the systems behind it.
If you perform well, there is significant potential for progression as the business continues to grow.
We want someone who can ultimately look at the operation and say:
"I built the team. I built the process. I improved the performance. And I delivered the results."
WHO SHOULD APPLY?EXPERIENCED TELEMARKETING MANAGERS
If you have a proven track record of managing successful outbound campaigns and know how to drive performance:
WE WANT TO SPEAK TO YOU.
EXPERIENCED TEAM LEADERS READY TO STEP UP
If you're currently a Team Leader, Senior Agent or Supervisor and believe you are ready to take the next step, we will consider you — but you must be able to demonstrate the leadership ability, technical knowledge and results to justify the move.
We are not looking for someone who simply wants a management title.
We want someone who can deliver management-level results.
WHAT WE OFFER
- Competitive salary.
- Performance-related bonus.
- Opportunity to build and manage a growing team.
- Career progression.
- Real responsibility and autonomy.
- A fast-paced and ambitious environment.
- The opportunity to directly influence company growth.
- Ongoing development and training.
- Recognition for exceptional performance.
Send us your CV along with a brief explanation of:
1. How many agents you have previously managed.
2. What campaigns you have managed.
3. The results you achieved.
4. Your experience with Vicidial.
5. Your experience loading and managing campaign data.
6. Examples of how you have improved team performance.
7. Why you believe you are the right person to lead our telemarketing operation.
PLEASE NOTE:
This is an experienced management position.
Candidates without previous telemarketing/team leadership experience and practical Vicidial knowledge are unlikely to be considered.
If you know how to build teams, manage data, operate Vicidial, drive appointments and deliver results — we want to hear from you.
Pay: £25,420.00-£32,420.00 per year
Work Location: In person
