National Contact Centre Director

5 days ago


Norwich, Norfolk, United Kingdom Anglian Home Improvements Full time

**Job Title:** National Contact Centre Director

**Estimated Salary:** £65,000 - £80,000 per annum

We are seeking a highly experienced and skilled National Contact Centre Director to join our Senior Management Team at Anglian Home Improvements. As a key member of the team, you will be responsible for leading and developing a high-performing team of contact centre directors, ensuring exceptional customer service and efficient delivery of results.

In this role, you will drive team performance, implement strategic goals, and provide leadership and support to your direct reports. You will work closely with the Head of Call Centre to develop and implement effective business processes, identify areas for improvement, and ensure high-quality service and efficiency.

The ideal candidate will have a strong background in contact centre management, with experience in driving performance through data analysis, team motivation, and strategic decision-making. They will possess excellent communication and problem-solving skills, with the ability to adapt to changing situations and lead by example.

**Key Responsibilities:*

  • Lead and develop a high-performing team of contact centre directors, ensuring exceptional customer service and efficient delivery of results.
  • Develop and implement effective business processes to support the strategy and business objectives of the Contact Centre.
  • Provide leadership and support to direct reports, including coaching and staff development.
  • Work closely with the Head of Call Centre to identify areas for improvement and implement change.
  • Use data-driven insights to improve customer experience and streamline workflows.

**Key Skills & Experience:*

  • Proven experience as a Contact Centre Manager or similar leadership role in a customer service environment.
  • Strong leadership and team management skills, with a focus on coaching and staff development.
  • Excellent communication and problem-solving abilities.
  • Proficient in contact centre technologies, including dialler experience and reporting tools.
  • Ability to produce, analyse, and interpret data and performance through KPIs and service metrics.
  • Experience in budget management and cost optimisation.
  • Knowledge of industry regulations and best practices.

**Benefits:*

  • Competitive salary (£65,000 - £80,000 per annum)
  • 31 days holiday, increasing to 33 days after 2 years of service plus birthday off
  • Paid time off annually to volunteer
  • Comprehensive health & well-being benefits
  • Heavily discounted group discount scheme on products
  • Group perks and freebies on days out, cinema, theatre, eating in and out, mobiles phones, new car, food shopping, and most major high street retailers
  • Opportunity to work with a forward-thinking and supportive team
  • Career development and continuous learning opportunities


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