About the role
Were seeking an ambitious and experiencedSenior Contact Centre Manager to lead and inspire our high-performing team. In this pivotal role, youll drive exceptional customer service standards by developing your team, improving systems and processes, and ensuring seamless collaboration across our internal and external customers.
As a key ambassador of the Halfords Commercial Fleet Services (HCFS) values, youll foster a customer-centric, engaged culture across Universal Fleet Services, Lodge Tyre Fleet Services and McConechys Commercial Fleet Services (ULM). Your leadership will support continuous improvement, ensuring the contact centre meets its ambitious KPIs.
Operating 24/7 365 days a year managing commercial breakdowns, the ULM Support Centre is fast-paced collaborative and performance-driven environment. This role offers a unique opportunity to directly line manage four managers, overseeing daily operations, analysing performance data, and driving long-term strategic initiatives alongside our Operational Director. This is a brilliant opportunity to learn from the Operational Director with room to progress your career.
Key responsibilities
1. Champion a customer-focused and engaged culture within ULM, demonstrating genuine passion and commitment.
2. Foster a high-performing team culture that improves engagement scores and increases colle...