Contact Centre Manager

Octane Recruitment; East Midlands; On-site; GBP 50,000 - 75,000; Full time

Job summary

An established industry player is seeking a dedicated Contact Centre Manager with a passion for the motor trade. This role offers the chance to lead a dynamic team in an award-winning contact centre, ensuring exceptional customer service and driving sales performance. The ideal candidate will possess strong leadership and coaching skills, with a proven track record in managing call centre operations. Join a growing business that values its employees and rewards top performers with an excellent benefits package. If you're looking for a challenging yet rewarding opportunity, this position is perfect for you.

Benefits

Great working conditions

Great workforce

Excellent bonus structure

Free parking

Qualifications

• Proven experience in Call Centre Management or similar leadership role.
• Strong track record of driving sales and customer satisfaction.

Responsibilities

• Lead and inspire the Call Centre team to deliver outstanding customer care.
• Monitor, coach, and develop team members through regular performance reviews.

Skills

Call Centre Management

Sales Driving

Customer Satisfaction

Leadership Skills

Coaching Skills

Organisational Skills

Time Management

HR Tasks Handling

FCA Accreditation

Job description

Job description
Contact Centre Manager - Motor Trade
Salary: 50k basic, OTE 75,000
Working hours: 5 days out of 7 on a shift pattern, to include weekends.
My client is recruiting for an experienced Contact Centre Manager, ideally with motor trade experience, for their award-winning contact centre in Hinckley. This is an excellent opportunity for a driven and hard-working individual to join a great team in a growing business that will reward top performers generously.

Fantastic benefits package that includes:

• Great working conditions
• Great workforce
• Excellent bonus structure
• Free parking

Role: Contact Centre Manager

• Lead and inspire the Call Centre team to deliver outstanding customer care across all touchpoints.
• Convert a high volume of inbound and outbound enquiries into appointments and direct sales.
• Drive team performance while ensuring compliance with all necessary regulations, including FCA policies.
• Monitor, coach, and develop team members through regular one-to-one sessions and performance reviews.
• Manage departmental productivity and staffing to ensure optimum coverage and efficiency.
• Maintain a professional, friendly, and brand-aligned environment within the call centre.
• Provide insights and feedback on customer trends during daily management meetings.
• Liaise with internal departments to ensure seamless communication and collaboration across the business.

Requirements:

• Proven experience in a Call Centre Management or similar leadership role.
• Strong track record of driving sales and customer satisfaction.
• Exceptional leadership, coaching, and motivational skills.
• Strong organisational and time management abilities.
• Confident handling performance-related issues and HR tasks (rotas, holidays, commissions).
• FCA accreditation (or willingness to obtain).
• A proactive, professional, and customer-focused mindset.

All applications will be treated with the utmost confidentiality.