Call centre Manager (Motor Trade)

Michael Page (UK); Bracknell; On-site; GBP 38,000 - 40,000; Full time

Job summary

An established industry player in the automotive sector is seeking a dynamic Call Centre Manager to lead a new team in Bracknell. This role offers the chance to implement innovative strategies that enhance customer satisfaction and operational efficiency. You will oversee a dedicated team, ensuring compliance with industry standards while driving continuous improvement through data analysis and KPI monitoring. This is an exciting opportunity to make a significant impact in a forward-thinking organization that values excellence in customer service. If you are a results-driven leader with a passion for team development, this position is perfect for you.

Qualifications

• Proven experience in managing a fast-paced call centre environment.
• Strong leadership skills with the ability to inspire and develop a team.

Responsibilities

• Lead and manage a high-performing call centre team to deliver exceptional customer service.
• Monitor key performance indicators (KPIs) and drive continuous improvement.

Skills

Leadership Skills

Problem-Solving Abilities

Data-Driven Mindset

Communication Skills

Customer Service Best Practices

Tools

Call Centre Systems

Reporting Tools

Customer Service Platforms

Job description

• A leading national business with great expansion plans
• A great opportunity to grow a new team

About Our Client

Call Centre Manager (Motor Trade), Bracknell: A well-respected name in the automotive industry, this company has built a reputation for excellence in vehicle services and customer support. With a nationwide presence and a commitment to innovation, they provide high-quality solutions to a diverse customer base, ensuring exceptional experiences at every touchpoint.

Job Description

Call Centre Manager (Motor Trade), Bracknell:

• Lead and manage a high-performing call centre team to deliver exceptional customer service.
• Develop and implement strategies to enhance operational efficiency and customer satisfaction.
• Monitor key performance indicators (KPIs) and drive continuous improvement.
• Oversee training, development, and coaching to support team growth.
• Ensure compliance with company policies, industry regulations, and service standards.
• Work closely with senior management to align customer service initiatives with business objectives.
• Analyse data and generate reports to identify trends and opportunities for improvement.
• Handle escalated customer issues, providing solutions and ensuring a positive resolution.

The Successful Applicant

Call Centre Manager (Motor Trade), Bracknell:

• Proven experience in managing a fast-paced call centre environment.
• Strong leadership skills with the ability to inspire and develop a team.
• Excellent problem-solving abilities and a proactive approach to challenges.
• Data-driven mindset with experience in monitoring KPIs and driving improvements.
• Ability to implement customer service best practices and enhance the customer journey.
• Strong communication and stakeholder management skills.
• Experience in the automotive or related industries is advantageous but not essential.
• Proficient in using call centre systems, reporting tools, and customer service platforms.

This is an excellent opportunity for a results-driven leader to make a significant impact in a forward-thinking organisation.

What's on Offer

Salary of circa £38,000 - £40,000 and a chance to set up a new centralised team and implement the day one processes and procedures.