Call Centre Manager - Surrey

Basic £35k, OTE £46k - Call Centre/Customer Care
Ref: 2794 Date Posted: Wednesday 26 Jan 2022
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Our client is a franchised dealership in the GU postcode area of Surrey is currently recruiting for an experienced Call Centre Manager to head up their team of Call Centre Advisors. The basic salary on offer is £35k with a £46k OTE.

Key Responsibilities
The Customer Services Manager will lead, inspire, develop and grow the Contact Centre ensuring they, and the department, reach their full potential. The Call Centre manages all inbound calls for the business, facilitates inbound requests and outbound prospecting for service bookings and is responsible for initial digital sales enquiry management.

Reporting to the Group Marketing Manager, in this role you will instil a performance culture across the team, developing training plans and working with compliance teams, to ensure service standards are upheld.  You will have demonstrative experience of how you have created efficiencies by implementing changes to processes to drive proactive improvement of customer satisfaction, customer retention, complaint management, quality, accuracy, and first contact resolution.

Skills Knowledge and Expertise

  • Have at least 3-5 years’ experience in managing or supervising Customer Services Operations in a retail contact centre based environment. Automotive experience desired.
  • Proven track record of maintaining high levels of customer satisfaction in a fast-paced industry.
  • Knowledge of progress monitoring and reporting
  • Working closely with other department heads to ensure smooth experience to customers at all times
  • Be able to help act as a customer service advisor if needed
  • An understanding of database management & marketing.
  • Proficient in MS Office.
  • Experience of managing complex projects with multiple touch points
  • Advanced troubleshooting and multi-tasking skills
  • Proven track record of scaling an operation in a digital environment
  • Excellent knowledge of Customer Service systems and tools
  • Leadership skills to recruit, motivate and retain talent
  • Working knowledge of customer service software, databases and tools
  • Strong client-facing and communication skills


About you:

  • Remain positive and gracious with a can do attitude
  • Strong team player
  • Excellent communication skills
  • Strong organisational skills
  • Ability to work under pressure
  • Results driven
  • Dynamic and capable to take ownership of multiple projects.
  • Ability to work on your own initiative
  • Self-motivated work ethic
  • Challenge ideas without fear of conflict
  • Ability to think strategically and to lead with influence

Benefits:

  • 24 days’ holiday for full time employees plus an extra day off for your birthday (excluding bank holidays)
  • Pension & Life assurance 
  • Staff car leasing scheme - The ability for employee’s and their family members to get fantastic lease deals (which includes no deposit).
  • Discounts on new and used cars and bikes, parts and servicing
  • Training at the UK Academy
  • Bike2Work scheme 
  • Discounts with a number of high street retailers
  • Employee and Customer Referral schemes
  • Give as You Earn 
  • Long Service Scheme
  • CBT Motorcycle Training Voucher


Working hours are Monday to Friday 8am to 6pm.

If you would like to hear more about this Call Centre Manager role and others within the Motor Trade, please submit your CV to Stacey Hunt of ACS Automotive Recruitment Consultancy.