Contact Centre Manager

In 1973, Karndean started life as a small family business. Now we are one of the world's most renowned and respected luxury flooring brands. We recognise our people as being the key drivers of our success and its their passion and innovation that has allowed us to continue growing as a business. We are seeking an experienced, dynamic Contact Centre Manager to lead the daily operations of our multi-channel customer contact centre. This role is pivotal to support the broader business wide initiative to transform the Karndean Customer Experience through people performance, exceptional customer service, and digital transformation. The ideal candidate will have a strong background in contact centre leadership, project implementation, and change management, with proven expertise in modern contact centre technologies. Responsibilities: Lead and manage the Contact Centre team, including Team Managers, Customer Service Supervisors, and Advisors, to meet SLAs and quality standards. Drive strategic projects to implement or enhance systems (e.g. case management, CRM, telephony, QA tools) and processes. Collaborate cross-functionally with IT, Technical, Resource Planning, and Customer Experience teams. Own end-to-end delivery of change initiatives: planning, rollout, communication, training, and adoption. Monitor daily operations across all channels (phone, email, chat) ensuring efficiency and customer satisfaction. Provide coaching, mentoring, and performance development to Customer Service Supervisors as well as Customer Service Advisers. Maintain detailed knowledge of contact centre systems and operational metrics, using real-time and historical data to inform decisions. Support the Head of CX with reporting, strategy alignment, and long-term operational planning. Our Company: Karndean Designflooring UK is based in Evesham, Worcestershire across three sites with excellent facilities. We offer a huge range of benefits but here are some of the headlines: • Competitive salary • Role dependent flexible and hybrid working • Employee discount • Health cash plan & role dependent private medical cover • 25 days holiday including a day off for your birthday (increasing with service) • Enhanced pension scheme • Enhanced maternity and paternity benefits • Enhanced sick pay • Learning and development opportunities • Paid Volunteering day • Various bonus or commission schemes across the business • Regular employee awards with up to £1,000 monetary prizes • An employee benefits platform with national discounts As part of our company you will enjoy working with a team of incredibly passionate, fun people and have the opportunity to contribute innovative ideas direct to the executive leadership team as well as progressing your career. At Karndean we are committed to recruiting and retaining a diverse workforce with an equitable, inclusive environment. We are an Armed Forces Covenant Silver employer and disability confident committed. Should you require any reasonable adjustments for the interview process please let us know.

Location: Evesham, Worcestershire, GB

Posted Date: 8/3/2025