Apply now Job no: 565476
Work type: Full time
Site: Redditch
Categories: Central Support
Location: Worcestershire
About us
At Halfords, our mission is to inspire and support a lifetime of motoring and cycling. As a specialist retailer, we lead the market through customer-driven innovation and a distinct product range. We are dedicated to providing our customers with an integrated, unique, and convenient service experience, from e-bike and electric vehicle servicing to on-demand solutions. Our commitment is to foster customer loyalty by offering compelling reasons to keep coming back to our stores, ensuring a lifetime of motoring and cycling enjoyment.
The teams at our Support Centre work with every other area of our business, putting them at the heart of the action and playing a key role in our success and growth. Everyone brings their individual knowledge and experience to work every day, working as one team to keep things moving smoothly.
If you’re willing to get stuck in, you’ll love it here too. So put yourself at the heart of a dynamic, fast-paced working environment where expertise and focus take people far.
The role
As Loyalty and Retentions Manager, you'll take on a critical leadership role sitting between senior strategy and frontline delivery in our UK contact centre operation. Reporting to the Senior Contact Centre Manager, you'll lead a team of 7 to 8 Team Leaders across specialist functions covering Retail, Motoring Services, Complex Complaints, and Social Media, ensuring each workstream is well managed, hitting its targets, and continuously improving.
Day to day, you'll run a structured coaching and development framework across your Team Leaders, translating organisational KPIs into clear departmental goals and making sure every team has the direction and support it needs to perform. You'll work closely with the outsource performance manager to feed back your team's root cause analysis, helping to identify and remove customer pain points, and you'll collaborate cross-functionally to refine processes and resolve operational inefficiencies before they become bigger problems.
This is a role that demands both operational rigour and genuine people leadership. The breadth of workstreams means you'll need a solid understanding of the regulatory requirements around complaints handling and the reputational stakes involved in social media, alongside the analytical mindset to use performance data to drive informed decisions. If you're an experienced contact centre leader who gets results through others and wants a role with real variety and visibility, this is worth a look.
Key responsibilities
* Lead and develop a team of 7 to 8 Team Leaders across Retail, Motoring Services, Complex Complaints, and Social Media, ensuring each workstream is effectively managed and performing against targets
* Deliver a structured framework of one to ones and coaching sessions focused on leadership development, behavioural calibration, and succession planning
* Translate organisational KPIs into clear, measurable departmental goals and ensure consistent progress is tracked and reported
* Design and implement engagement initiatives that maintain a high-performance culture across diverse specialist teams
* Work in tandem with the outsource performance manager and Senior Contact Centre Manager to feed back root cause analysis and support the removal of customer pain points
* Identify and escalate operational risks and inefficiencies, working cross-functionally to improve workflows across Retail, Complaints, and Motoring workstreams
* Provide regular, data-driven reporting on operational health to support the Senior Contact Centre Manager in achieving departmental benchmarks
About you
* Proven experience in a contact centre leadership role, with a track record of managing Team Leaders across multiple specialist functions
* Strong people development skills, with experience delivering structured coaching frameworks and driving performance through others
* Solid understanding of complaints handling and the regulatory requirements that come with it, alongside an appreciation of the brand sensitivity involved in social media management
* Able to translate high-level business objectives into actionable operational plans with clear, measurable targets
* Analytically minded, comfortable using operational data and KPI reporting to identify trends, make decisions, and drive continuous improvement
* Experienced working with outsource partners and collaborating across functions to resolve operational challenges
* Resilient and adaptable, able to manage pace and complexity across a broad range of workstreams simultaneously
* A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, pension, life assurance, 25 days annual leave plus bank holidays and enhanced family leave.
* Commitment and dedication to your ongoing personal and professional development. We help you to own and grow your potential so you can be at your best in your current role and to support your future career aspirations.
* We offer hybrid working with a blend of working in our Support Centre and from home.
* You will have access to a wealth of employee discounts across the Halfords suite of products and services.
* Wellbeing and inclusion are at the heart of our colleague experience. We offer resources and ongoing support to enhance your wellbeing at work and active Colleague Networks supporting inclusion initiatives across Halfords.
Not sure you meet all the criteria? We'd encourage you to take the wheel and apply anyway! At Halfords we are committed to creating an inclusive workplace for our colleagues. We're an equal opportunities employer and proud to welcome applications from all backgrounds and embrace diversity within our one Halfords Family.
Halfords operates a Hybrid working policy with this position bring based 2-3 days per week at our Support Centre in Redditch, West Midlands.
Advertised: 26 May 2026 GMT Daylight Time
Applications close: 02 Jun 2026 GMT Daylight Time
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