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.

Interested in learning more about this job Scroll down and find out what skills, experience and educational qualifications are needed.
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

Experience managing a contact centre team of 20 or more, including supervisors or team leaders
A track record in both sales and service
Confidence running a team on KPIs and workforce planning
A fair, firm approach to people management
Experience of 8x8 or a similar cloud contact centre platform
Hands-on experience of AI in a xrexnqw customer contact setting, such as chatbots or virtual agents, agent assist, automated quality monitoring or AI-driven reporting, and the curiosity to find new ways AI can improve the customer experience and free advisors up for higher-value conversations
Strong reporting and Excel skills
It would be great if you also have:
Experience implementing or improving an AI chatbot or virtual agent
A background in home and garden, e-commerce or high-value consumer products
Working knowledge of UK consumer rights

- Permanent, full time | Monday to Friday, office based