Home Improvement Head of Contact Centers

Job Title: Home Improvements Head of Contract Centres (Windows & Doors)

Location: Ipswich

Salary: Basic salary plus performance-based bonus

Benefits: Company car or car allowance 33 days holiday (including bank holidays) pension scheme

About the Role

We are seeking an experienced and driven Head of contract centres to lead our busy customer contact and lead

management operation within the home improvement sector. You will oversee both in-house and remote teams

ensuring all leads are efficiently managed appointments are maximised and performance targets are consistently

achieved.

This is a hands-on leadership role that requires strong people management skills commercial awareness and the

ability to drive productivity and quality across all communication channels.

Key Responsibilities

Manage and motivate a team of both remote and in-house call centre staff.

Oversee the full lead management and sales pipeline from initial enquiry through to appointment

booking and follow-up.

Ensure leads are handled efficiently and converted into qualified appointments.

Produce weekly performance reports for each marketing channel analysing conversion rates and

identifying improvement areas.

Recruit train and develop call centre and lead generation staff to maintain a high-performing team.

Work closely with marketing and sales teams to align lead flow with business targets.

Maintain high standards of customer service and professionalism across all interactions.

About You

Proven leadership experience within a call centre or lead generation environment ideally in windows

doors or home improvements.

Experience managing teams in both showroom and remote settings.

Strong background in appointment booking telesales and pipeline management.

Excellent communication coaching and organisational skills.

Data-driven with the ability to interpret reports and improve performance metrics.

Proactive and target-driven with a focus on quality and results.

Package & Benefits

Basic salary plus performance-based bonus

Car or car allowance

33 days holiday (including bank holidays)

Company pension scheme

Opportunity to grow and shape a high-performing team within a respected home improvement business