Contact Centre Manager38-42k, Office basedTheir customer contact centre is at the heart of how customers experience our client, from their first question to their finished product. 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.The roleYou''ll lead a multi-channel contact centre of around 14 people across phone, live chat, text and email, reporting to our Director of Customer Experience. Leading a team of Supervisors, you''ll own service levels, sales conversion, customer satisfaction and the day-to-day running of the team.This is a role for someone who leads from the floor, knows their numbers, and is excited by what AI can do for customers and advisors. You''ll have real influence over how we work, the tools we use and how we develop our people.What you''ll do• 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 ..... full job details .....