Contact Centre Manager

Contact Centre Manager, Call Centre Manager, Fleet and automotive, Bolton, Monday to Friday 40 hours per week, £35-40k must have own transport

Are you an experienced contact centre or customer service leader who knows how to keep a busy operation running smoothly?

We are looking for a Fleet Contact Centre Manager to join a fleet management business in Bolton. This is a hands-on leadership role where you will help shape, support and build a team that delivers an outstanding customer experience every day.

As Fleet Contact Centre Manager, you will work closely with the Fleet Operations Manager, making sure customer requirements, service levels and KPIs are met. You will support the day-to-day running of the contact centre, lead the team when required, make confident frontline decisions and keep customers fully updated on vehicle repairs, breakdowns, replacement vehicles and supplier progress.

What you'll be doing as Fleet Contact Centre Manager:

• Ensuring inbound calls are handled within agreed KPIs and service levels
• Prioritising workflow across the team to maximise efficiency, productivity and quality
• Supporting, motivating and developing call centre advisors
• Acting as a key contact for customers, suppliers and the management team during contact centre operating hours
• Making accurate frontline decisions around vehicle placement, breakdowns, replacement vehicles and cost control
• Chasing suppliers to ensure jobs are completed on time and VOR remains within KPI
• Keeping customers updated on the status of repairs and responding to queries in a timely, professional way
• Generating and distributing daily reports
• Supporting the Fleet Operations Manager with training new starters and updating the team on procedure or system changes
• Ensuring warranty items are issued to the correct suppliers within agreed timescales
• Maintaining accurate system notes and call records
• Assisting with rota cover and making sure the contact centre has the right level of support at all times
• Helping to deal with complaints, difficult situations and service issues
• Identifying simpler, better and more cost-effective ways of working
• Taking part in management meetings to improve processes and service delivery

What we're looking for:

• Previous experience in a customer-focused service environment
• Experience within fleet, automotive, vehicle repair, breakdown, logistics or a similar fast-paced service setting would be ideal
• Previous supervisory or team leadership experience would be helpful, but this is not essential
• Good IT skills, with Kerridge or R2C experience being an advantage
• The confidence to make decisions in the absence of the Fleet Operations Manager
• Strong communication skills, both written and verbal
• Good attention to detail and the ability to keep accurate records
• A calm, professional approach when dealing with customers, suppliers and internal teams
• The ability to manage priorities, support a team and keep service levels on track
• Knowledge of vehicle parts would be beneficial

This Fleet Contact Centre Manager role would suit someone who enjoys being at the centre of a busy service operation, where no two days are quite the same. You'll need to be organised, confident and customer-focused, with the ability to keep people, processes and suppliers moving in the right direction.
If you are ready to step into a Fleet Contact Centre Manager position where you can lead from the front, improve service delivery and help build a high-performing team, we would love to hear from you.