Overview
Contact Centre Manager Jobs in Norwich, England, United Kingdom at The Cotswold Company | B Corp™
Title: Contact Centre Manager
Company: The Cotswold Company | B Corp™
Location: Norwich, England, United Kingdom
Position: Contact Centre Manager
Reporting to: Head of Customer Development
Hours: 39.5 hours per week
Salary: Competitive
Location: Hybrid/Norwich
Job Purpose
The Contact Centre Manager leads the day-to-day performance of our phone-based Sales (Consumer) and Customer Care teams. The role focuses on service performance, colleague quality, process improvement, and ensuring recruitment and training are delivered to a consistently high standard.
The post-holder supports forecasting, scheduling, and capacity planning with the Workforce Planner, ensuring the right balance between customer experience, efficiency, and commercial outcomes.
The purpose of this role is to deliver excellent customer experiences, enhance sales conversion, and reduce customer effort across key journeys.
Key Duties and Responsibilities
- Lead a strong sales culture, motivating teams across trade and consumer channels to consistently exceed commercial expectations.
- Drive improvements in conversion, AOV and revenue, using data insights to optimise behaviours and refine sales approaches.
- Ensure full sales compliance, maintaining accuracy, consistency and adherence to company standards across all customer interactions.
- Oversee high‑quality customer care, ensuring post‑order and aftercare support is timely, empathetic and professionally managed.
- Resolve queries and complaints effectively, ensuring fair outcomes and reinforcing trust through clear and supportive communication.
- Use complaints and contact data to identify root causes, influencing operational, product and experience improvements across the business.
- Lead continuous improvement initiatives, delivering measurable and sustainable gains in efficiency, service quality and operational control.
- Maintain accurate knowledge base and process documentation, ensuring teams have reliable guidance to deliver excellent customer outcomes.
- Analyse performance data and lead operational reviews, identifying emerging risks, opportunities and required actions across the department.
- Partner with cross‑functional teams, ensuring strong collaboration to resolve issues, support change delivery and improve customer experiences.
- Champion effective use of tools and technology, driving enhancements, supporting testing and ensuring changes positively impact performance and colleagues.
- Support Team Leaders and other direct reports to achieve their goals and, in turn, support their team members.
Essential Qualities and Behaviours
Please think about the qualities and behaviours you are looking for in someone who would carry out this job role and then list them here. For example, do they need to be good at communicating at all levels, do they need to be self-motivated and/or have excellent attention to detail, positive attitude etc.
- Good listener
- Collaborative
- Curious
- Approachable
- Working with kindness and understanding of other people’s needs
- Positive, can-do approach
- Authentic
- Organised
Qualifications, skills and experience
Essential
- 3 years working within a contact centre environment as a leader of a large team
- Capable of creating compelling communications and visuals
- Excellent analytical skills and numeracy
- Working within a medium sized retail and/or ecommerce business
- Ability to act as a figurehead and representative for the department
- Understanding of workforce planning principles
- Both Customer Care and Sales experience
- Excellent verbal communicator who can influence effectively
Desirable
- Leadership of senior contact centre team
For more company information and to locate our careers page, follow the link https://careers.cotswoldco.com/
