Head of Central Transitions & Operations

Job Title: Head of Central Transactions & Operations

Location: Carsa HQ Park Gate

Salary: £45,000-£55,000 DOE

Reports To: Strategic Projects Director

Department: Sales

About Us:

At Carsa, our mission is to evolve the UK’s car buying journey with a seamless, convenient, and affordable Omni-Channel experience, offering customers exceptional choice, great value, and a reliable service.

Our company values drive everything we do:

• Customer-Centric Innovation – Delivering Value & Convenience
• Innovation & Agility – Driving the Future of Automotive Retail
• Collaboration & Integrity – Stronger Together
• Sustainable Growth & Responsibility – Building for the Long Term

Role Overview:

This role will initially lead and manage the Sales Support and Central Sales teams, with the future prospect of integrating Customer Care. A crucial role in ensuring the efficiency and effectiveness of our call centre function, supporting revenue generation, improving efficiencies, enhancing customer experience, and maintaining high service standards.

This is a hands-on leadership role focused on operational excellence, team performance, and continuous improvement. This will include process optimisation, call listening and coaching, along with performance management. The successful candidate will be proficient in Amazon Connect, rota planning, workforce management, conducting 1-2-1 meetings, and implementing Personal Development Plans (PDPs).

Key Responsibilities:Leadership & Strategy

• Foster a high-performance culture focused on accountability and results.
• Lead, motivate, manage, and develop the Sales Support, Central Sales and Customer Care, teams to drive performance and achieve company objectives.
• Develop and implement telesales and customer service strategies aligned with business goals.
• Deliver a balanced approach between being commercially aware and customer centric whilst achieving sales and service priorities.
• Set clear performance expectations and provide regular feedback to direct reports.

Operational Management

• Oversee daily operations, ensuring high efficiency and productivity within the Sales & central operations centre
• Utilise Amazon Connect and other CRM tools to streamline call handling and sales processes.
• Develop and maintain structured rota planning to optimise team performance and coverage.
• Ensure adherence to company policies, regulatory compliance, and industry best practices.
• Implement structured performance reviews, coaching, and development plans to drive employee growth and engagement
• Agree and set targets along with managing KPI’s and commissions

Sales & Customer Service Excellence

• Monitor and enhance customer interactions to ensure a seamless and professional experience.
• Support the Central Sales team in achieving and exceeding sales targets.
• Drive improvements in customer satisfaction, retention, and loyalty by implementing data-driven insights and customer feedback mechanisms.
• Implement best practices in handling inquiries, objections, and escalations.

Performance & Continuous Improvement

• Track, analyse, and report on team performance, identifying areas for improvement.
• Develop training programs to upskill staff and improve service delivery.
• Gather insights from customer interactions to influence business strategy.
• Foster a culture of continuous improvement, innovation, and collaboration through process enhancements, technology adoption, and proactive problem-solving.

What We’re Looking For:

• Proven experience in a leadership role within telesales and customer service, preferably in the UK automotive industry.
• It's essential to have a strong knowledge of Amazon Connect or similar telephony/CRM systems.
• Excellent organisational skills, with experience in rota planning and workforce management.
• Demonstrated ability to lead and develop teams, with experience in conducting 1-2-1 meetings and PDPs.
• Strong commercial acumen with a results-driven approach.
• Exceptional communication, coaching, and interpersonal skills.
• Ability to balance strategic thinking with hands-on operational management.

Job Types: Full-time, Permanent

Pay: £45,000.00-£55,000.00 per year

Benefits:

• Company car
• Company events
• Company pension
• Health & wellbeing programme
• Life insurance
• On-site parking
• Referral programme