Customer Service Agents jobs in Manchester

Contact Centre Sales & Service Manager

Location

Worsley, office-based, 5 days a week

Salary

£40,000 – £50,000 depending on experience, plus performance-related bonus of up to 25%

Contract

Permanent, full-time, 40 hours per week across centre opening hours

Reporting to

Head of Operations, leading a team of around 14 advisors

Why This Role Matters

Ready Steady Store is one of the UK’s top ten self-storage operators, with 24 sites nationwide and three more opening this year. Our contact centre in Worsley handles all reservations, all customer service and all outbound sales activity from a single base. It’s focused enough that one person can see the whole picture, and busy enough that the picture changes every day.

Our contact centre is where most customers meet us for the first time, and where they decide whether to stay. Every inbound enquiry, every outbound call and every retention conversation is a chance to earn trust, make a sale or keep a customer we’ve worked hard to win.

This is a hands-on leadership role. You’ll spend the majority of your time with the team, listening to calls, running coaching sessions, using our AI call analytics tool to identify what to work on, and making sure the right calls are reaching the right customers at the right time. The strategic direction is set; your job is to make it happen.

The Role

As Contact Centre Sales & Service Manager, you’ll lead the day-to-day operation of a high-performing contact centre that delivers profitable sales growth and outstanding customer service in equal measure. You’ll build an environment where advisors are well coached, well equipped and genuinely motivated, and make sure every operational decision is grounded in accurate data and smart use of our dialler, CRM and telephony technology.

What You’ll Be Doing

• Own the contact centre’s sales plan, turning annual targets into monthly, weekly and daily goals the team understands and believes in
• Drive conversion across inbound and outbound channels, balancing volume with quality of sale and long-term customer value
• Analyse performance by advisor, campaign and source, and act on what the data shows
• Manage the incentive and commission scheme so it motivates the right behaviours and never rewards a poor customer outcome
• Own end-to-end service performance: service levels, first contact resolution and customer satisfaction
• Set the standard for what a great customer conversation sounds like, and coach the team relentlessly towards it
• Run the quality assurance framework, call listening, calibration and feedback that advisors find useful rather than punitive
• Own dialler performance and continually optimise outbound campaigns for right-party contact, fully compliant with Ofcom guidance
• Manage inbound routing, IVR, skills-based routing and queue thresholds, intervening in real time as conditions change
• Use daily dashboards and weekly performance packs to drive decisions, and keep CRM data accurate and complete
• Lead, develop and inspire a team of around 14 advisors, running a structured framework of weekly one-to-ones and coaching built around real call data
• Own recruitment, induction and the onboarding programme that takes a new advisor from day one to full performance
• Manage rota planning, schedule adherence and cover across the team
• Ensure all activity meets legal, regulatory and internal policy requirements, including fair treatment of customers in vulnerable circumstances

What We’re Looking For

Essential

• Proven experience managing a contact centre team, with accountability for both sales and service outcomes
• Comfortable spending a significant proportion of every working week coaching and developing agents directly, on calls, in sessions and on the floor
• A demonstrable track record of hitting and exceeding commercial targets using outbound dialler strategies
• Hands-on experience with a cloud-based dialler or CCaaS platform, including campaign build, contact strategy and pacing
• Confident using performance dashboards, CRM reporting and telephony data to drive daily decisions
• Sound understanding of UK GDPR, PECR, TPS/CTPS and consent management as they apply to outbound contact
• Experience implementing and running quality assurance and coaching frameworks
• A track record of leading, developing and retaining teams through change

Desirable

• Familiarity with AI call analytics or speech analytics tools
• Experience with HubSpot or a comparable CRM
• Exposure to multi-channel operations including chat, web and self-service
• A recognised leadership, coaching or contact centre qualification

What We Offer

• £40,000 – £50,000 salary depending on experience
• Performance-related bonus of up to 25%
• 20 days holiday rising to 25 with service, plus bank holidays
• Holiday purchase scheme, buy additional leave on top of your entitlement
• HealthShield health cash plan
• Pension
• A broad remit in a growing business where your impact is visible and your voice carries
• Real investment in your development as the centre and the business grows

Equal Opportunities

Ready Steady Store is an equal opportunities employer. We welcome applications from all backgrounds and are committed to making reasonable adjustments throughout the recruitment process and in the role.

Pay: From £40,000.00 per year

Benefits:

• Company events
• Company pension
• Cycle to work scheme
• Employee discount
• Enhanced maternity leave
• Free parking
• Health & wellbeing programme
• On-site parking
• Referral programme
• Sick pay
• Store discount

Application question(s):

• Do you have experience managing a contact centre team where you were accountable for both sales and service results?
• Have you personally set up or adjusted outbound campaigns (contact strategy, pacing, DNC/suppression lists) on a cloud-based dialler or CCaaS platform?
• How much of your working week do you currently spend coaching advisors directly (live listening, side-by-sides, one-to-ones)?

Work Location: In person