Ready Steady Store
Contact Centre Sales & Service Manager
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Job title: Contact Centre Sales & Service Manager
Location: Worsley (office-based)
Salary: £40,000–£50,000 DOE + up to 25% performance bonus
Contract: Permanent, full-time
Lead the team that turns enquiries into customers!
Our contact centre is where most customers meet Ready Steady Store for the first time, and where they decide whether to stay. Every call is a chance to earn their trust, make a sale or keep a customer. We're one of the UK's top ten self-storage operators. We have 24 sites across the country, three more opening this year and a growing number of contracts to manage sites for other owners. The contact centre handles all our reservations, customer service and outbound sales from one base in Worsley. It's small enough for one person to see the whole picture, and busy enough that the picture changes every day.
The role
This is a hands-on leadership role. You'll lead a team of Senior Agents and around 14 advisors. Most of your time will be on the floor: listening to calls, running coaching sessions, using our AI call analytics to decide what to work on, and making sure the right calls reach the right customers at the right time. The strategy is set, and your job is to make it happen.
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You'll be responsible for:
- Sales: conversion, revenue, retention and cost per sale against target
- Service: service levels, first contact resolution, customer satisfaction and complaints
- Dialler and telephony: optimising outbound campaigns, inbound routing and real-time performance
- People: recruitment, onboarding, coaching and building a team people want to be part of
- Compliance: fair customer outcomes, quality assurance and data protection
What you'll bring
- Experience managing a contact centre team, responsible for both sales and service results
- A track record of hitting and beating commercial targets using outbound dialler strategies
- Hands-on experience with a cloud-based dialler or CCaaS platform, including campaign build, contact strategy and pacing
- Confidence using dashboards, CRM and telephony data to make decisions every day
- A sound understanding of UK GDPR, PECR, TPS/CTPS and consent
- Experience running quality assurance and coaching frameworks
- Enjoyment of coaching people directly, on calls, in sessions and on the floor
- Availability to work from our Worsley office five days a week
Get help with your application
Your very own career expert that helps elevate your application to the next level.
It's a bonus if you've used AI or speech analytics tools, HubSpot or a similar CRM, or worked across chat, web and self-service channels.
What we offer
- £40,000–£50,000 depending on experience
- Performance-related bonus of up to 25%
- 20 days' holiday rising to 25 with service, plus bank holidays
- A holiday purchase scheme, so you can buy extra leave
- 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 grow
Ready Steady Store is an equal opportunities employer. We welcome applications from all backgrounds and will make reasonable adjustments throughout the recruitment process. Let us know if there's anything we can do to help.
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