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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: Opportunity for significant career growth in a supportive and ambitious company.
- Why this job: Join a key leadership role and drive performance in a thriving environment.
- Qualifications: Proven experience in managing sales-led contact centre teams and data-driven performance.
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. With a significant investment into systems, people and performance, this is a business that is pushing hard over the next 12–24 months.
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.
- Leading and developing high-performing sales and service teams
- 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
- Managing escalations and maintaining a strong customer experience
This role is heavily performance-driven – you’ll be accountable for results.
We’re looking for a strong operational leader with a background in fast-paced, target-driven contact centre environments:
- Have a proven track record managing sales-led contact centre teams
- Be highly data-driven and comfortable owning performance metrics
- Be confident managing both UK and offshore teams
- Be hands-on with coaching, development and performance management
Bonus structure taking OTE to £70,000 ~ 31 days holiday including bank holidays ~ Monday to Friday (early finish on Fridays) ~ Pension scheme
Call Centre Manager (Permanent) in Orpington 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 (Permanent) in Orpington
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about asking for introductions. We all know that sometimes it’s not just what you know, but who you know that can land you that dream job.
✨Tip Number 2
Prepare for those interviews by researching the company inside out. Understand their values, culture, and recent developments. We want you to walk in feeling confident and ready to show how you can drive performance in their contact centre.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or family, focusing on common questions for leadership roles in contact centres. We want you to nail those responses and showcase your hands-on approach to coaching and performance management.
✨Tip Number 4
Don’t forget to follow up after your interviews! A quick thank-you email can go a long way in keeping you top of mind. We’re all about building relationships, so let them know you appreciate the opportunity to discuss how you can lead their teams to success.
We think you need these skills to ace Call Centre Manager (Permanent) in Orpington
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Call Centre Manager role. Highlight your experience in managing sales-led teams and any achievements in improving KPIs. We want to see how you’ve driven performance in previous roles!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this hands-on leadership position. Share specific examples of how you've influenced performance and managed teams effectively.
Showcase Your Data Skills: Since this role is heavily data-driven, make sure to mention your comfort with performance metrics. We love candidates who can demonstrate their ability to analyse data and implement improvements based on their findings.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. We can’t wait to see what you bring to the table!
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 indicators (KPIs) relevant to the role, like productivity and revenue per head. Be ready to discuss how you've used data to drive performance in your previous roles.
✨Showcase Your Leadership Style
This position 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 day-to-day operations effectively.
✨Prepare for Scenario Questions
Expect questions that put you in real-life situations, like managing escalations or improving performance metrics. Think through your past experiences and be ready to share specific examples of how you handled challenges in a fast-paced environment.
✨Emphasise Your Hands-On Approach
The role requires a hands-on leader, so highlight your experience in coaching and performance management. Discuss how you’ve directly influenced team performance and what strategies you’ve implemented to ensure success.