Call centre Manager (Motor Trade)

TN United Kingdom; Bracknell; On-site; GBP 38,000 - 40,000; Full time

Job summary

Join a forward-thinking organisation as a Call Centre Team Leader, where you will lead a high-performing team dedicated to exceptional customer service. This role offers the chance to develop and implement strategies that enhance operational efficiency and customer satisfaction. You will monitor KPIs, oversee team training, and handle escalated customer issues, ensuring a positive resolution. This is an exciting opportunity to make a significant impact while setting up a new centralised team and implementing effective processes from day one. If you're a results-driven leader with a passion for customer service, we want to hear from 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 Analysis

Customer Service Best Practices

Communication Skills

Tools

Call Centre Systems

Reporting Tools

Customer Service Platforms

Job description

Job Details

Client: Page Personnel

Location: Bracknell

Job Category: Customer Service

EU work permit required: Yes

Job Reference: b79c7c08fcef

Job Views: 3

Posted: 05.05.2025

Expiry Date: 19.06.2025

Job Description

• 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

• 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.