Customer Contact Centre in Evesham

About Karndean

Founded in 1973 as a small family business, Karndean has grown into one of the world’s most respected and renowned luxury flooring brands. Despite our global success, we remain true to our roots, preserving the family values and personal touch that have defined us from the very beginning. Our people are at the heart of everything we do. We’ve fostered a culture that celebrates collaboration, inclusivity, and personal growth, empowering employees to learn, innovate, and make meaningful contributions every day. We’re committed to creating opportunities for everyone to thrive, supporting your development and valuing your ideas. When you join Karndean, you become part of a people-first environment where your work truly helps shape the future of our company.

About This Opportunity

We are looking for an experienced and customer-focused Team Leader to join Karndean's Customer Contact Centre team on a fixed-term contract of up to 12 months.

How You Will Contribute

As Contact Centre Team Leader, you will play a key role in delivering a consistently excellent customer experience while driving team performance. You will:

• Proactively and effectively plan and monitor the workload for the Contact Centre team to ensure all planned activities are executed as expected.
• Work with the guidance of the Customer Operations Manager to implement and regularly review customer service strategies, objectives and plans for peaks in trade.
• Maintain daily and monthly reporting across the Contact Centre.
• Provide a summary of all payroll-related activities ahead of the HR payroll cut-off, including collation of bonus, overtime and absence on a monthly basis.
• Complete HR Return to Work meetings within the team, to ensure we have accurate reporting on absence levels within the teams and highlight and address with HR support any ongoing issues.
• Lead and motivate the Contact Centre Team, ensuring that individual team members have clear objectives and development plans and that the necessary training and help is provided in order to meet their objectives.
• Maintain and continually review policies, processes and standards, through feedback to ensure all activities undertaken have a service focus.
• Plan for and carry out recruitment with the Customer Operations Manager to ensure we have the level of resource available to deliver the agreed levels of customer service throughout the year.
• Act as a point of escalation for customer complaints as appropriate, supporting as much as possible the empowerment of the team to deal with complaints.
• Build strong working relationships with the External Sales team, enabling effective collaboration and customer support, while developing a team that delivers a consultative sales approach.
• With the support of the Customer Operations Manager, continue to build and maintain strong relationships from the Contact Centre with all relevant departments within the business to ensure we are providing our customers with the best possible service from Karndean as a whole.
• Ensure we maintain up-to-date, accurate records of all customer interactions in the relevant IT systems.

What Will Make You Successful in This Role

We are looking for a positive and customer-focused leader who can inspire others and bring out the best in their team. To be successful in this role, you will bring:

• A passion for delivering outstanding customer service and creating exceptional customer experiences.
• The ability to motivate and energise a team of people.
• A strong alignment with Karndean's values of People Matter, Pioneering Spirit, Positive Energy and Delivering the Promise.
• A collaborative approach and willingness to support colleagues.
• A proactive, self-motivated mindset with a drive to succeed.
• Strong problem-solving skills and the confidence to make informed decisions.
• Excellent communication and interpersonal skills, with the ability to build positive relationships at all levels.
• The ability to remain organised, resilient and focused in a fast-paced environment with changing priorities.

Our Values

Our values shape everything we do - from the floors we design to the experiences we create for our customers and colleagues. If you’re someone who thrives in a creative, collaborative, and purpose-driven environment, you’ll feel right at home here.

• Deliver the Promise: behaving with integrity, keeping commitments, and being accountable to customers, colleagues, and partners.
• People Matter: valuing individuals, recognising achievement, trusting one another, and making sure employees feel empowered.
• Pioneering Spirit: encouraging boldness, innovation, creative thinking- traits that are part of the company’s founding.
• Positive Energy: bringing enthusiasm, dynamism and a ‘can-do’ attitude to work every day.

Why Join Us

We’re more than just a flooring company; we’re a community of passionate, innovative people who love what we do and have fun doing it. We know that engaged employees create great work, so we make sure our teams are well looked after with a wide range of rewards and benefits, including:

• Flexible and hybrid working
• Employee discounts on our stunning floors
• Health cash plan
• 24 days holiday plus 1 day for your birthday - and more days as you grow with us
• Enhanced pension, maternity, paternity, and sick pay
• Learning and development opportunities to support your career journey
• A paid volunteering day to give back to your community
• Competitive bonus and commission schemes
• Regular employee awards with up to £1,000 monetary prizes
• Access to an employee benefits platform packed with national discounts

We’re committed to building a diverse, inclusive workplace where everyone feels valued and supported. As a proud Armed Forces Covenant Silver Employer and Disability Confident Committed organisation, we welcome applicants from all backgrounds.

Karndean Designflooring UK is based in Evesham, Worcestershire - with three modern sites designed to inspire creativity and collaboration.

If you need any reasonable adjustments during the interview process, just let us know - we’re here to help.