Head of Contact Centre and Showrooms

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