Head of Contact Centre

Call Centre Birmingham, United Kingdom


Position at Connect Distribution Services Limited

Head of Contact Centre
Connect Distribution


Here at Connect Distribution, our aim is to be the first choice for home appliance after sales service, spare parts and accessories.

With forty nine years of experience, We are the largest independent home appliance and spare parts distribution organisation within the UK working with a number of household brands including Dyson, Whirlpool, Hotpoint, Hoover and Bosch to name a few!

We have an exciting opportunity for a Head of Contact Centre to join our ever expanding business. As Head of Contact Centre the role will involve:

  • Manage the day to day performance of all Contact Centre activity
  • Lead, inspire and motivate the contact centre management team at all levels to create motivated and engaged employees
  • Deliver cost efficiencies across the contact centre
  • Managing the inbound enquiries activity and driving and improving conversions
  • Lead and develop a culture of coaching and mentoring across the Customer Service Centre to support operational delivery, personal development and talent management
  • Motivate and develop direct reports so that they and their teams are engaged and enabled to deliver in their roles
  • Drive sales activity
  • Work to clear KPI’s around cost per call, time to answer, adherence

As Head of Contact Centre, It’s important that you have:

  • Previous experience at ‘Head of’ level within a Contact Centre environment
  • Proven experience of successfully challenging current ways of doing things - by influencing and negotiation
  • A leadership style that will inspire and motivate and lead from the front
  • Previous contact centre management role within a leading services based organisation
  • Proven man-management / leadership skills – a natural leader and organiser with excellent communication and motivation skills
  • IT & contact systems literate – very comfortable with call centre KPIs and telephony & CRM systems

It would be really great if you have:

  • Experience within a 100 seat plus Contact centre
  • A background within Spare Parts or Distribution

We offer:

  • Company car
  • Free on-site parking
  • 34 days annual leave (including bank holidays)
  • Private health insurance
  • Pension scheme
  • Eye Test 
  • Access to over 250 discounts including high street and online shopping, travel, technology, entertainment, food and drink and many more via Perkbox
  • Staff discounts on all products
  • Eye Test & Child care vouchers

 Job Type: Full-time