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- Tasks: Lead and develop high-performing sales and service teams in a dynamic contact centre.
- Company: Fast-growing digital business focused on customer experience and innovation.
- Benefits: Competitive salary, bonus potential, 31 days holiday, and early finishes on Fridays.
- Other info: Join a vibrant team with incentives, events, and a focus on personal development.
- Why this job: Make a real impact in a performance-driven environment with exciting growth opportunities.
- Qualifications: Proven leadership in target-driven contact centres and strong data analysis skills.
The predicted salary is between 50000 - 60000 £ per year.
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.
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
Call Centre Manager in London employer: Pearson Whiffin Recruitment Group
Contact Detail:
Pearson Whiffin Recruitment Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Call Centre Manager in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Call Centre Manager role. You never know who might have the inside scoop on an opening or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their customer service approach and think about how your experience aligns with their goals. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Showcase your data-driven mindset! Be ready to discuss specific metrics you've improved in past roles, like conversion rates or team productivity. This will demonstrate that you’re not just a leader but a results-oriented one.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Call Centre Manager in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Call Centre Manager. Highlight your experience in managing sales-led teams and any achievements in improving performance metrics. We want to see how you can drive results!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're the perfect fit for this fast-paced environment. Share specific examples of how you've led teams to success and improved customer experiences.
Showcase Your Data Skills: Since this role is heavily data-driven, make sure to mention your experience with performance metrics. We love candidates who can analyse data and use it to drive decisions, so don’t hold back on those details!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at Pearson Whiffin Recruitment Group
✨Know Your Numbers
As a Call Centre Manager, you'll need to be data-driven. Brush up on key performance metrics like conversion rates and customer retention figures. Be ready to discuss how you've improved these in past roles, as it shows you understand the importance of performance in a contact centre.
✨Showcase Your Leadership Style
This role is all about leading teams, so think about your leadership style and how it aligns with the company's goals. Prepare examples of how you've developed high-performing teams and managed both UK and offshore staff. This will demonstrate your hands-on approach and ability to influence performance.
✨Prepare for Scenario Questions
Expect questions that put you in real-life situations, like handling escalations or improving KPIs. Think through some scenarios where you've successfully navigated challenges in a fast-paced environment. This will help you articulate your problem-solving skills effectively.
✨Align with Company Values
Research the company’s mission and values, especially their focus on customer experience and growth. Be prepared to discuss how your personal values align with theirs and how you can contribute to their customer-led approach. This shows you're not just looking for any job, but that you're genuinely interested in being part of their team.