Sales and Service Leader
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Salary: £55,000 + performance bonus per annum
Working pattern: Monday to Saturday on a fixed rotating shift pattern (one weekday off) 08:30 to 17:30 or 10:00 to 19:00
Join an award-winning business and become the Lead behind our Digital Customer Growth!
Carbase is looking for an experienced Leader to take ownership of our Digital Enquiries, Customer Engagement and Conversion Performance.
This is not a showroom role. It is a business-critical position responsible for how thousands of customers interact with us before they step foot onsite and begin the next stage of their customer journey.
You will lead a multi-channel team handling inbound and outbound enquiries across phone, web, live chat and email – shaping a seamless journey from first contact through to purchase and beyond. With strong volumes, established infrastructure and senior leadership support, this role offers real scope to influence performance, process and future direction.
What You’ll Be Responsible For:
- Owning the full digital enquiry and conversion journey, from initial contact to confirmed sale.
- Leading, developing and motivating a customer engagement / inside sales team to deliver consistent commercial results.
- Driving measurable improvements in response times, conversion rates, finance penetration and customer satisfaction.
- Using CRM and performance data to identify opportunities, trends and operational efficiencies.
- Designing and implementing multi-channel engagement strategies across digital touchpoints.
- Working closely with retail and operational leaders to ensure a joined-up online-to-onsite experience.
- Introducing smarter ways of working through automation, process improvement and emerging technologies.
- Creating a culture of accountability, pace and professionalism within a structured environment.
What are we looking for?
- Experience leading a contact centre, digital sales, customer operations or inside sales function.
- A track record of improving conversion, productivity and customer outcomes.
- Strong commercial awareness — comfortable managing KPIs, targets and performance data.
- Confidence coaching and developing teams in a fast-moving, target-driven environment.
- Experience using CRM, lead management or customer platforms to drive performance.
- A practical, hands-on leadership style with the ability to balance people, process and results.
- Automotive experience is welcome but not essential — we’re equally interested in candidates from retail, telecoms, financial services, e-commerce, or service-led environments.
Why Join Carbase?
- A well-established, high-volume business with consistent lead flow — no need to build demand from scratch.
- Genuine autonomy to shape how our digital sales function evolves.
- A stable, structured environment with clear leadership support.
- Recognised as a Great Place to Work for three consecutive years.
- Real opportunity to influence growth in a business investing in technology and customer experience.
Benefits:
- 31 days annual leave increasing to 35 days with long service
- BHSF Health Cash Plan
- Company pension scheme
- In-store discounts on vehicles, servicing and EV charging
- ‘Refer a friend’ scheme
- Wellbeing support via Ben
- Cycle to work scheme
- Money@Work financial support tools
Job Types: Full-time, Permanent
Application question(s):
- This is a full time office position the working hours are - Monday to Saturday on a fixed rotating shift pattern (one weekday off) 08:30 to 17:30 or 10:00 to 19:00
Please confirm this matches your expectations