Join our client's prestigious automotive brand as a Switchboard Manager, where you will lead the centralised customer contact function across Park Lane and Park Royal.
This pivotal leadership role ensures every telephone interaction reflects a professional, efficient and premium brand experience, while guiding a high-performing team to deliver exceptional service standards.
Previous leadership experience within luxury automotive, luxury retail, or premium hospitality environments is essential.
This full-time role offers a 40-hour working week, Monday to Saturday, on a rota basis across Park Lane and Park Royal sites.
Hours of work are between 7:45am - 20:00pm depending on day and shift.
Your Time at Work
You will lead the delivery of a seamless, premium telephone experience, setting the standard for service, performance, and continuous improvement.
* Lead, coach, and develop a high-performing Switchboard team
* Manage rotas in line with demand and service expectations
* Drive call quality, tone of voice, and brand standards
* Oversee daily operations, ensuring service levels are consistently met
* Monitor performance metrics, including response times and call handling
* Implement escalation and overflow processes where required
* Maintain consistent call handling standards across all sites
* Review and audit interactions to support ongoing development
* Resolve escalated or sensitive enquiries with professionalism
* Ensure accurate lead capture and seamless handover to Sales and Aftersales
* Collaborate with stakeholders to optimise customer journey and conversion
* Support campaigns, peak periods, and wider business initiatives
* Produce clear, insightful performance and service reports
Our ideal candidate
A polished, credible leader with a passion for service excellence, you inspire high performance while maintaining the highest standards of professionalism.
Essential
* Proven leadership experience within luxury automotive, retail, or premium hospitality
* Experience managing switchboard, contact centre, or front-of-house teams
* Strong coaching and team development capability
* Experience managing KPIs and performance
* Highly organised with strong attention to detail
* Calm, decisive, and professional under pressure
* Customer-focused with commercial awareness
* Excellent communication and interpersonal skills
* IT proficiency, including CRM and Microsoft Office
* Fluent English and strong cultural awareness
Desirable
* Deep understanding of luxury customer expectations
* Confident handling of VIP and escalated enquiries
* Strong administrative accuracy
* Collaborative, proactive, and improvement-focused mindset
Key Information and Benefits
* £35,000 annual salary
* 25 days' holiday, plus Bank Holidays
Job Ref: 1BMWF
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