Contact Centre Manager

Forest Garden Group is one of the UK's leading manufacturers of timber garden buildings. We sell sheds, summerhouses, cabins, fencing and more through major retailers including B&Q, Wickes and Screwfix, and direct to consumers through our Onestore brands: Buy Sheds Direct, Shedstore and Buy Fencing Direct. Our customer contact centre is at the heart of how customers experience us, from their first question to their finished garden building. We're looking for a hands-on leader to run it, raise the bar on service and sales, and make the most of AI and our digital channels.

• Lead, coach and develop Supervisors and their teams
• Own answer rates, chat response times, quality and customer satisfaction
• Drive sales conversion and run our advisor commission scheme
• Act as the senior escalation point for complaints and difficult cases
• Plan rotas and staffing for seasonal peaks
• Run a quality framework covering call and chat monitoring, coaching and feedback
• Manage our 8x8 contact centre platform, including queues, routing, wallboards and reporting
• Lead our use of AI in the contact centre, from our AI chat advisor to agent assist and automated quality checks, making sure it improves the customer experience
• Report on performance and turn data into clear actions
• Work with delivery, installation, quality and marketing teams to fix the reasons customers need to contact us