Central Sales Centre Manager

Location: Southeast, London, UK

Job Type: Full-time, Permanent

Salary: Up to £45,000 per year (dependent on experience) + performance bonuses up to 20%

About the Role

Are you a sales-focused leader who thrives on both coaching a team and winning business yourself? Do you enjoy creating a high-performance culture while leading by example on the front line?

At Attic Self Storage, we are looking for a Central Sales Centre Manager to drive sales growth, inspire a motivated team of advisors, and deliver outstanding customer experiences for a leading UK provider of secure, modern self-storage solutions.

This is a hands‑on role where you’ll combine strong leadership with personal sales delivery, ensuring both you and your team convert enquiries, maximise opportunities, and delight customers at every stage.

What You’ll Do Sales Leadership

• Lead by Example: Personally manage enquiries, converting prospects into bookings while setting the standard for sales excellence.
• Drive Team Sales Performance: Motivate and support your team to maximise sales through inbound and outbound activity, including upselling, cross‑selling, and generating new opportunities.
• Proactive Lead Generation: Engage in outbound sales activity, including cold calling, while coaching your team to identify and pursue new enquiries.
• Retention Strategies: Work with the team to retain customers considering vacating, offering tailored solutions to meet their needs.
• Sales Culture: Champion a proactive, results‑driven sales culture where every enquiry is treated as a conversion opportunity.

Team Leadership & Development

• Inspire & Motivate: Build an engaged, high‑performing team that consistently exceeds expectations.
• Coach & Develop: Provide regular 1:1s, constructive feedback, and development opportunities to build skills and confidence.
• Train & Onboard: Ensure new and existing team members are fully trained in products, systems, and service standards.
• Manage Resources: Coordinate schedules and allocate workload to deliver excellent service during operational hours.
• Foster Culture: Create a positive, collaborative, and supportive team environment.

Operational Excellence

• Quality & Standards: Monitor calls, emails, and chats to ensure high‑quality interactions, providing feedback and coaching.
• Process Improvement: Identify opportunities to streamline processes and improve the customer journey.
• Data‑Driven Decisions: Review performance reports and use insights to guide decisions and strategies.
• System Oversight: Ensure CRM and telephony systems are fully operational and optimised.

Customer Service & Administration

• Handling customer service calls relating to payments, debts, account queries, and system issues.
• Managing and responding to customer reviews in a professional and timely manner to maintain and enhance the company’s reputation.
• Supporting general administrative and ad‑hoc duties as required to ensure smooth day‑to‑day operations.

Complaint Handling & Resolution

• Escalation Point: Take ownership of complex or escalated customer issues, resolving them efficiently and professionally.
• Customer Champion: Use feedback from escalations and customer interactions to drive improvements in service and processes.

Strategic Collaboration

• Cross‑Functional Working: Partner with store teams, marketing, and other departments to align strategies and resolve issues.
• Business Growth: Support initiatives such as new store openings and national account development, ensuring seamless customer experiences.

What We’re Looking For

• Proven Leadership: 2–3 years of experience leading teams in a sales‑driven call centre or customer service environment.
• Sales Expertise: Strong personal track record of converting enquiries, upselling, cross‑selling, and generating new business.
• Customer Service Excellence: Deep commitment to delivering outstanding customer experiences, including handling complaints and retention.
• Communication Skills: Excellent verbal and written abilities to coach teams, manage escalations, and communicate with stakeholders.
• Analytical Mindset: Comfortable interpreting data and applying insights to improve performance.
• Problem‑Solving Skills: Able to resolve complex issues calmly and effectively.
• Coaching Ability: Experience developing individuals and teams to reach their potential.
• Tech Proficiency: Skilled in CRM systems, call‑centre software, and Microsoft Office.
• Adaptability & Resilience: Thrives in a fast‑paced environment with shifting priorities while maintaining composure.
• Availability: Flexible to work rotating shifts, including evenings, weekends, and public holidays, to support the team.

Familiarity with Key Call Centre KPIs

Like a pilot monitoring flight instruments to stay on course, the successful candidate will be comfortable tracking and understanding the following performance indicators to ensure every call “lands” smoothly:

• ATA (Average Time to Answer): Measures how quickly incoming calls are answered.
• Missed Calls: Tracks unanswered calls to identify service gaps.
• Lead Response Time: Monitors how promptly leads are contacted after an initial enquiry.
• Call Conversion Rate: Evaluates how many calls successfully convert to sales or bookings.
• Average Call Duration: Balances efficiency with quality of engagement.
• Calls per Agent: Reviews productivity and call‑handling capacity.
• Call‑to‑Booking Ratio: Indicates the percentage of calls that result in confirmed bookings.
• Follow‑Up Rate: Measures consistency in customer follow‑up communication.
• Pipeline Conversion Rate: Tracks how effectively leads move through the sales funnel.
• Call Audit Scores: Reflects quality, compliance, and service standards during monitored calls.

Why Join Attic Self Storage?

• Impactful Leadership: Lead a high‑performing team while playing an active role in sales growth yourself.
• Competitive Compensation: Salary of £45,000 per year, plus performance‑based bonuses up to 20%.
• Career Growth: Opportunities for advancement within a rapidly growing UK brand.
• Supportive Culture: A collaborative, inclusive workplace where your leadership is valued.
• Comprehensive Support: Full training, resources, and ongoing coaching to enhance your skills.
• Benefits: Employee perks, Medicash health plan, 33 days’ leave, cycle‑to‑work scheme, and more.

Why This Role Matters

As the Central Sales Centre Manager, you’ll set the pace for your team by combining hands‑on sales delivery with inspiring leadership. By leading from the front, building a high‑performance culture, and ensuring every enquiry is maximised, you’ll directly shape Attic Self Storage’s growth and customer reputation.

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