About Us
EFM Fleet Services keep thousands of light commercial vehicles safe, compliant, and on the road for some of the UK’s biggest retailers. We’re growing fast and raising the bar for service, standards, and leadership. Our Contact Centre is at the heart of everything we do - where customer service meets operational delivery.
The Role
We’re looking for a Contact Centre Manager who isn’t just focused on metrics, but on people, leadership, and culture. This is a senior role, reporting directly into the Head of Fleet Operations, and you’ll be part of the senior leadership team helping to shape EFM and drive our growth journey.
You’ll lead through your managers, creating the environment and standards that allow their teams to perform at their best. Together, you’ll deliver fantastic service for our customers - the kind that builds trust, strengthens relationships, and sets EFM apart.
Your remit covers multiple managers and their teams, including those who:
* Handle all incoming calls and deploy work across the network.
* Manage repairsand keep vans moving on the road.
* Oversee compliance to ensure fleets remain safe and audit-ready.
* Provide contract and customer support at every level.
This role goes beyond operations - you’ll represent EFM with customers, attending meetings, building rapport, and creating the confidence that when they partner with us, their fleets are in safe hands. And as part of the senior leadership team, you’ll have the opportunity to help shape EFM’s culture, strategy, and future direction as we continue to scale.
What You’ll Do
* Lead, coach, and inspire managers to raise standards and deliver consistently.
* Build a culture of accountability, pace, and high performance.
* Set clear expectations for behaviours, service, and results - and follow through on delivery.
* Use data, reporting, and feedback to identify risks, opportunities, and improvements.
* Work as part of the senior leadership team, contributing to EFM’s growth journey.
* Engage directly with customers, building strong, trust-based relationships.
About You
* Proven experience leading managers (not just agents) in a fast-paced contact centre or operational environment.
* Strong leadership presence - visible, approachable, and able to hold people accountable.
* Skilled at coaching and developing others while raising the bar.
* Confident communicator with the ability to represent EFM at customer meetings.
* Comfortable balancing people, process, and pace under pressure.
* Fleet or transport knowledge is useful, but strong leadership and ownership matter most.
What’s in It for You
* Competitive salary and benefits.
* A direct reporting line into senior leadership, with real visibility and influence.
* The opportunity to shape a growing Contact Centre in a fast-scaling business.
* A seat at the senior leadership table, helping shape the culture and direction of EFM.
* The chance to build customer trust and make a real impact on how we deliver for some of the UK’s biggest retailers.
* Arole at the centre of EFM’s growth journey - where your leadership will directly influence how far and how fast we go.
* Total autonomy and influencing the key decisions that will shape the future of EFM
* 25 days annual leave + Bank Holidays
* Enhanced Maternity Pay
* Company sick pay
* Free parking
Seniority level
* Seniority level
Director
Employment type
* Employment type
Full-time
* Industries
Automotive
Referrals increase your chances of interviewing at EFM FLEET SERVICES LIMITED by 2x
Get notified about new Contact Center Manager jobs in Manchester, England, United Kingdom.
Contact Centre Team Leader - Maternity Cover 12 months
Manchester Area, United Kingdom 3 weeks ago
Contact Centre Team Leader - Maternity Cover 12 months
Stockport, England, United Kingdom 1 week ago
Greater Manchester, England, United Kingdom 2 weeks ago
Customer Sucess Team Lead - Deliveroo for Work (DfW)
Manchester, England, United Kingdom 2 weeks ago
Heywood, England, United Kingdom 1 week ago
Manchester Area, United Kingdom 5 days ago
Manchester, England, United Kingdom 5 days ago
Manager of Customer Solutions and Implementation
Manchester, England, United Kingdom 1 week ago
Placemaker Manager (Customer Service and Membership Manager)
Thorncliffe, England, United Kingdom 4 days ago
St Helens, England, United Kingdom 2 weeks ago
Manchester, England, United Kingdom 2 weeks ago
Manchester, England, United Kingdom 1 month ago
Manchester, England, United Kingdom 1 month ago
Manchester Area, United Kingdom 6 days ago
Manchester, England, United Kingdom 1 week ago
Greater Manchester, England, United Kingdom 2 months ago
Assistant Meeting & Events Operations Manager
Manchester, England, United Kingdom 1 week ago
Cheshire West And Chester, England, United Kingdom 1 week ago
St Helens, England, United Kingdom 4 days ago
Manchester Area, United Kingdom 3 weeks ago
Client and Operations Manager - North West
Manchester, England, United Kingdom 2 weeks ago
Senior Operations Manager - New Partner Experience (SMB Hub)
Manchester, England, United Kingdom 1 hour ago
Manchester, England, United Kingdom 4 days ago
Manchester, England, United Kingdom 18 hours ago
Newton-Le-Willows, England, United Kingdom 4 weeks ago
Manchester, England, United Kingdom 1 week ago
Chadderton, England, United Kingdom 15 hours ago
Information Technology Operations Manager
Manchester, England, United Kingdom 3 weeks ago
Manchester, England, United Kingdom 1 month ago
Change and Excellence Manager, Insurance, Reinsurance and Operations
Manchester, England, United Kingdom 5 days ago
Stockport, England, United Kingdom 1 week ago
Greater Manchester, England, United Kingdom 1 month ago
Manchester, England, United Kingdom 2 months ago
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr