Call Centre Manager
£50,000 – £60,000 Basic + Bonus (OTE £70,000)
Monday to Friday | Early Finish Fridays
The Business
A high-growth, customer-led digital business operating within the subscription and membership space.
They’ve built a strong consumer offering combining entertainment, rewards and premium experiences, and are now scaling their customer operations function to support continued growth.
With a significant investment into systems, people and performance, this is a business that is pushing hard over the next 12–24 months.
The Role
This is a key leadership position within the operation, responsible for driving performance across a multi-channel contact centre environment.
You’ll take ownership of both UK-based and international teams, ensuring delivery against clear commercial and operational targets.
This is a hands-on role where you’ll be expected to influence performance daily.
Key responsibilities include:
- Leading and developing high-performing sales and service teams
- Driving revenue, conversion and customer retention metrics
- Managing day-to-day contact centre operations across multiple locations
- Monitoring and improving KPIs including productivity, quality and revenue per head
- Identifying performance gaps and implementing improvements quickly
- Working closely with internal teams to optimise campaigns and customer journeys
- Managing escalations and maintaining a strong customer experience
This role is heavily performance-driven – you’ll be accountable for results.
The Candidate
We’re looking for a strong operational leader with a background in fast-paced, target-driven contact centre environments.
You will:
- Have a proven track record managing sales-led contact centre teams
- Be highly data-driven and comfortable owning performance metrics
- Have experience improving conversion, retention and team output
- Be confident managing both UK and offshore teams
- Be hands-on with coaching, development and performance management
- Thrive in a fast-moving, commercially focused environment
Package
- £50,000 – £60,000 basic salary
- Bonus structure taking OTE to £70,000
- 31 days holiday including bank holidays
- Monday to Friday (early finish on Fridays)
- Pension scheme
- Incentives, team events and additional perks
This role is being handled by Sam Palmer – Pearson Whiffin
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