Customer Contact Centre Manager
- Location: Everyman Driving Experiences Ltd, Dunsfold Office
- Hours: Monday to Friday (Full-Time)
- Salary: Competitive, dependent on experience as well as commission.
- Contract: Full-time, permanent
Lead from the front in a fast-paced, sales-driven contact centre.
At Everyman Driving Experiences, we don’t just deliver incredible driving days, we create memorable customer journeys from the very first interaction.
We are looking for an experienced Customer Contact Centre Manager to lead our sales-focused contact centre operation based at our Dunsfold office. This role is critical in driving performance, leading a high-energy team and ensuring every customer interaction is both customer-centric and commercially effective.
You’ll be responsible for managing day-to-day operations, improving conversion rates, embedding a continuous improvement mindset and ensuring the team consistently delivers outstanding service while achieving sales targets.
What You’ll Be Doing
Leadership & Team Management
- Lead, coach, and develop a team within a sales-driven contact centre environment
- Set clear performance expectations and manage KPIs (conversion, revenue, quality etc.)
- Create a high-performance, motivated and customer-centric culture
- Conduct regular 1:1s, coaching sessions and performance reviews
- Support recruitment, onboarding and training of new team members
Sales Performance & Commercial Focus
- Drive sales performance across inbound and outbound channels
- Monitor conversion rates and identify opportunities to increase revenue
- Ensure the team balances customer experience with commercial outcomes
Customer Experience & Continuous Improvement
- Champion a customer-centric approach across all interactions
- Ensure all customer communications reflect a CI mindset, turning feedback into improvements
- Analyse customer feedback, complaints and trends to drive positive change
- Work closely with the CX team to align insights with operational improvements
Operations & Process Management
- Oversee daily contact centre operations, ensuring efficiency and service levels are met
- Manage workflows, scheduling and resource planning
- Ensure effective use of CRM systems and other communication platforms.
- Identify and implement process improvements to enhance productivity and service delivery
Innovation & Future Focus
- Support the integration of AI tools and automation within the contact centre
- Continuously look for ways to improve performance, reporting and customer engagement
- Play a key role in evolving the contact centre as the business grows
What We’re Looking For
- Proven experience managing a sales contact centre team
- Strong track record of delivering against sales and performance targets
- Passion for customer experience and customer-centric leadership
- Experience coaching and developing high-performing teams
- Analytical mindset with the ability to use data to drive decisions
- Experience with CRM/helpdesk systems
- Strong organisational and communication skills
- Proactive, hands-on leadership style
- Interest in innovation and using technology (including AI) to improve performance
Why Join Us?
- Opportunity to lead and shape a growing contact centre function
- Be part of a business focused on innovation and continuous improvement
- Work in a fast-paced, exciting environment
- Real impact, your leadership will directly influence sales and customer experience
- Supportive and ambitious team culture
Ready to lead a team that delivers both exceptional service and strong sales performance?
Apply now and help drive the next phase of our customer contact centre.
Pay: £35,000.00-£40,000.00 per year
Benefits:
- Company events
- Company pension
- Employee discount
- Free parking
- On-site parking
Application question(s):
- How many years’ experience do you have managing a contact centre team?
- Have you managed a contact centre with direct sales or revenue targets?
- This role is based full-time at our Dunsfold office. Are you able to commute daily?
Work Location: In person
