Contact Centre Manager

The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included.

Job details

Job reference TCC000974 Date posted 05/11/2026 Application closing date Blank Location Hybrid / Norwich Office Salary Competitive Package Competitive salary + benefits Contractual hours 40 Basis Full time Job category/type Blank Attachments Blank

Norwich (hybrid) Full time competitive salary + benefits

At The Cotswold Company, we make furniture to be lived with for years. That's why every piece comes with a 15-year guarantee. The people our customers speak to matter just as much as what we make, and we're looking for someone to lead them.

The role

You'll lead our Customer Service team in Norwich: the people who help our customers before, during and long after they buy. The role is part strategy and part hands-on leadership. You'll shape how we look after customers and help your team do their best work every day.

Your team includes Team Leaders (ratio 1:12), Quality, Complaints and our Contact Centre Trainer.

What you'll do

• Lead, coach and develop your direct reports, and build a team where continuous improvement is simply how things are done.
• Own the department's KPIs for quality and volume, using data and insight to see what's working and what needs attention.
• Reduce avoidable contact, improve efficiency and design the team around what customers need.
• Plan staffing and manage spend within the annual budget, and look for ways to improve service and value.
• Own customer management governance, so that change is well managed and visible across the business.
• Work closely with colleagues across Cotswold, from Buying to Logistics to our Showrooms, so that the customer comes first in everything we do.
• Manage our third-party service partners with clear agreements and standards.

What you'll bring

• At least 3-5 years managing customer service operations in a contact centre.
• A proven track record of keeping customer satisfaction high.
• Commercial awareness, plus confidence with data, Excel and Teams.
• Clear, warm communication, and the ability to work through competing priorities calmly.
• Resilience and a positive approach in a busy environment.

It would be lovely if you also have:

• Experience with Zendesk, Ctalk or Tymeshift
• An understanding of COPC standards
• A vision for where customer service could go next

Why Cotswold

We're a certified B Corp and a growing business, with showrooms opening across the UK. We also offer fantastic benefits including:

• 25 days holiday + bank holidays or TOIL
• An extra day off for your birthday
• 25% staff discount, increasing to 50% upon passing probation
• Pension Scheme
• Access to our Employee Assistance programme
• Access to our Health and Dental care schemes
• Access to Cotswold Academy, our online learning platform

If this sounds like you, we'd love to hear from you.