Lead Parts Contact Centre – Multi-Brand Growth & Service

Thurlow Nunn; Luton; Presencial; GBP 32.000 - 42.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

31 days annual leave (including bank)

Pension scheme

Life assurance

Free RAC breakdown cover

Cycle to work scheme

Preferential parts/service rates

Discounts on new and used vehicles

Aftersales discounts

Health and wellbeing support services

Free refreshments

Employee discount platform

Recruitment Referral Incentive Scheme

Employee Assistance Programme (EAP)

Descripción de la vacante

Thurlow Nunn is seeking a proactive leader to head the Parts Contact Centre as part of the Parts leadership team. You will drive operational excellence, supervise a busy multi-brand desk, and champion proactive customer relationship management to deliver the best parts supply experience.

You will lead and inspire the Contact Centre team, enforce call standards, and drive upselling campaigns across brands, ensuring peak coverage and strong commercial governance.

Formación

• Experience supervising a busy automotive parts desk or high-volume trade contact centre.
• Clear understanding of sales targets, margin management, and DOC operations.

Responsabilidades

• Supervise inbound/outbound Parts Contact team to meet service levels and call benchmarks.
• Drive revenue and margin in line with DOC figures.
• Utilise Stack CX for QA/evaluation and coaching; provide feedback to improve performance.
• Drive multi-brand upselling and campaigns to maximise basket value.
• Handle escalations to reach win‑win resolutions.
• Manage team rotas, breaks and desk coverage.
• Prepare KPI reporting for weekly operational sales meetings.

Conocimientos

Team leadership

Coaching

Communication

Organisation

Sales awareness

Herramientas

Stack CX

Descripción del empleo

Thurlow Nunn is seeking a proactive leader to head the Parts Contact Centre as part of the Parts leadership team. You will drive operational excellence, supervise a busy multi-brand desk, and champion proactive customer relationship management to deliver the best parts supply experience.

You will lead and inspire the Contact Centre team, enforce call standards, and drive upselling campaigns across brands, ensuring peak coverage and strong commercial governance.