Overview
A pivotal role within the J. Parker’s group, the Contact Centre Team Manager is responsible for leading, developing and motivating the Wholesale (B2B) contact centre team. The role ensures exceptional service delivery to our wholesale customers while driving commercial performance, identifying new revenue opportunities, and maximising value from our existing customer base.

This is a hands-on leadership role, balancing people management, operational excellence and commercial thinking to support the continued growth of J. Parker’s wholesale business.

Key responsibilities:

Hands‑On Customer & Order Management:

• Personally manage key or complex wholesale accounts and high‑value orders
• Support customers with product advice, pricing, availability, ordering and delivery queries
• Oversee orders from selected gardening groups, including occasional Retail orders
• Resolve escalated issues and complaints quickly and professionally
• Lead by example in delivering excellent service and commercial conversations
• Step in during peak periods to maintain service levels and support the team

People Leadership & Team Performance:

• Provide day‑to‑day, on-the-floor leadership to the wholesale contact centre team
• Monitor workloads, queues and service levels in real time and reallocate resources as needed
• Lead, coach and develop a team of contact centre advisors supporting wholesale (B2B) customers
• Set clear objectives, performance standards and KPIs aligned to customer experience and revenue goals
• Conduct regular 1:1s, performance reviews and development planning
• Foster a positive, engaged and high-performing team culture
• Support recruitment, onboarding and training of new team members

Customer Experience & Operations:

• Ensure consistently high service standards across all contact channels (phone, email, digital)
• Act as an escalation point for complex wholesale customer queries and complaints
• Monitor service levels, response times and quality standards
• Identify and implement process improvements to improve efficiency and customer satisfaction
• Work closely with other departments (Buying, Supply Chain, Finance, Marketing) to resolve issues and improve the end-to-end customer journey

Commercial & Revenue Growth:

• Proactively identify opportunities to increase revenue from existing wholesale customers through:
• Upselling and cross-selling
• Encouraging repeat business and long-term relationships
• Help identify and develop new revenue streams within the wholesale contact centre
• Use customer insights, data and feedback to highlight growth opportunities and trends
• Coach the team to have confident, value-led commercial conversations with customers
• Contribute ideas and initiatives to improve wholesale sales performance and profitability

Reporting & Continuous Improvement:

• Track and report on key performance metrics (e.g. service levels, customer satisfaction, revenue, conversion, retention)
• Carry out quality monitoring of calls and written communication
• Identify process issues and work hands‑on to fix them
• Analyse performance data to identify risks, opportunities and improvement actions
• Support change initiatives, system improvements and new ways of working within the contact centre

Personal Specification:

This role requires:

• Proven experience in a contact centre team leader or manager role
• Experience working with B2B / wholesale customers
• Commercial mindset with experience driving revenue or sales performance
• Excellent leadership skills, with the ability to motivate staff.
• Strong organisational, multitasking, and problem-solving abilities.
• Exceptional customer service skills with a proactive, solutions-oriented approach.
• Ability to work in a fast-paced environment and adapt to changing demands.
• Excellent written and verbal communication skills
• Well-organised and good at time management
• Ability to quickly build rapport and maintain trusting relationships with customers, suppliers and colleagues
• Team player who’s skilled in working well with multiple teams
• Have an approachable, positive and proactive manner
• Computer and systems literate and good knowledge of Windows and Microsoft Office applications
• Able to work full time hours on a rota basis, including occasional weekend working
• Willing to be a key holder and be both Fist Aid and Fire Marshall trained

Desirable, but not mandatory skills include:

• Experience in retail, wholesale, horticulture, or seasonal trading environments
• Strong knowledge of horticulture, plants, gardening products, and seasonal trends
• Experience contributing to business growth or new revenue initiatives

Job Types: Full-time, Permanent

Pay: £15.47 per hour

Expected hours: 37.5 per week

Benefits:

• Employee discount
• Health & wellbeing programme
• Sick pay
• Transport links

Application question(s):

• This is a full time role. Are you able to work 37.5 hours per week including weekends and evenings when needed?
• This role is an onsite role, are you able to commute to M16 9FG?
• How many years experience do you have in a team leader/ supervisor/ manager role?

Work Location: In person