Job Description Aftersales Contact Centre Assistant Manager / Supervisor This is an exciting opportunity to become a key part of a growing Aftersales Contact Centre team. We are seeking an Assistant Manager / Supervisor to support the day-to-day leadership, performance, and development of a customer-focused contact team within an automotive aftersales environment. The role plays a critical part in driving service profitability, customer satisfaction, and operational efficiency while supporting the Contact Centre Manager in delivering strategy and continuous improvement. About the Business The organisation is a well-established, family-owned automotive group with a strong reputation for delivering exceptional customer service. Employees benefit from a supportive, people-first culture where development, progression, and teamwork are actively encouraged. Key Objectives Support the Manager with organising, planning, and implementing team strategy Assist with training and development for new and existing team members Maximise service department profitability through best practices Maintain a friendly, efficient, and professional customer interface Ensure every customer feels valued and receives an efficient service experience Maintain accurate customer and transaction records Act as a single point of contact for routine customer enquiries and issue resolution Maximise workshop bookings and service plan opportunities Ensure compliance with company policies and procedures Performance Measures Call answering times and response levels Call resolution against targets Audit and compliance performance Customer satisfaction metrics Volume of customers contacted Opportunity and conversion indices Service plan and loyalty product sales Team efficiency and productivity Key Responsibilities 1. Operational & Team Support Support day-to-day operations within the contact centre Oversee team activity in the Manager's absence Produce daily performance reports highlighting bookings, outcomes, and missed opportunities Ensure compliance with internal policies, processes, and guidelines Support service plan and retention programme operations 2. Training & Development Deliver training on new and existing products and services Monitor calls and provide constructive feedback and coaching Identify strengths and development areas within the team and report insights to management Support onboarding and development of new starters 3. Commercial Performance & Best Practice Promote best practices to improve sales of service plans, warranties, and maintenance products Identify, document, and embed performance-improving processes Support improvements in team efficiency and overall productivity 4. Customer Experience & Booking Management Handle service and maintenance enquiries efficiently and professionally Book routine service and repair work accurately Use effective questioning and listening skills to identify customer needs Promote relevant products and services during customer interactions Follow agreed processes for inbound and outbound calls Proactively suggest improvements to improve customer and team outcomes 5. Customer Records & Issue Resolution Maintain accurate and up-to-date customer and transaction records Capture and record customer contact preferences Resolve routine customer enquiries using initiative and sound judgement Escalate concerns to appropriate managers where required Provide clear, accurate, and professional communication at all times 6. Workshop Booking Optimisation Follow established booking processes Identify due, overdue, and upcoming service requirements Clearly communicate the benefits of recommended services and products What We Can Offer Supportive and positive team environment Competitive salary with uncapped earning potential Clear career development and progression opportunities Opportunity to work within a people-focused, family-run organisation where employees are genuinely valued Our Values Professional - Demonstrating expert knowledge and skills Excellence - Being outstanding in everything we do Trustworthy - Acting with honesty, fairness, and integrity Teamwork - Working together for the benefit of the business Respectful - Treating others as we expect to be treated Premier Recruitment Solutions Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. We are an equal opportunities employer and all applications will be assessed solely on merit. INDAUT