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 Redditch 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. About the role The Senior Manager, Customer Services is responsible for delivering exceptional customer service across Halfords’ contact centre operations both in-house and outsourced. This role ensures every customer interaction reflects Halfords’ values and strengthens customer loyalty, driving long-term engagement and lifetime value. Accountable for the end-to-end performance of customer service operations, the Senior Manager will lead and optimise service delivery across all channels including voice, chat, social, and email ensuring that every order, member, and customer interaction is maximised to deliver value for both the customer and the business. Central to the role is creating one unified customer service team a seamless, collaborative operation that removes barriers between in-house and outsourced teams, fostering shared goals, shared standards, and a consistent customer experience regardless of location or employer. Key responsibilities Operational Leadership: Lead day-to-day operations of both in-house and outsourced contact centre teams, ensuring exceptional service delivery across all channels — including voice, live chat, social media, and digital messaging. One-Team Culture: Build and nurture a single, unified team across all contact centre operations. Remove barriers between internal and external teams to create a consistent culture of excellence, shared purpose, and collective accountability for customer outcomes. Customer Loyalty & Value Creation: Drive customer loyalty and lifetime value by ensuring every interaction builds trust, deepens engagement, and maximises every order, member, and customer opportunity. Maximise MC premium member retention and play an integral in the “Never miss a customer programme”. Performance delivery: Own and deliver key service performance metrics including FCR, NPS, CSAT, service levels, and AHT, embedding a culture of continuous improvement and accountability. Cost Control : Work closely with the Planning Manager to ensure a tight grip of all operating costs. Ensuring the operating budget is maximised to meet service delivery expectations Outsource Partner Management: Manage relationships with external partners, ensuring performance, culture, and communication align fully with Halfords’ standards and brand promise. Service Delivery Excellence: Ensure end-to-end customer service processes are efficient, customer-centric, and data-driven, balancing operational efficiency with a strong focus on experience and tone of voice. Social and Digital Channel Leadership: Oversee customer engagement across social media and digital messaging channels, ensuring fast, accurate, and brand-aligned responses that strengthen reputation and customer trust. Continuous Improvement: Identify and deliver operational and digital improvements through insight, automation, and innovation - driving simplicity, efficiency, and enhanced customer satisfaction. Leadership & People Development: Inspire, coach, and develop high-performing teams and leaders, creating a culture of empowerment, collaboration, and customer obsession across all sites and partners. Celebrate and recognise outstanding performance – setting explicit standards in outstanding Customer Care. Customer Insight & Reporting: Use performance data and customer feedback to identify trends and root causes, driving actionable improvements in service quality and customer loyalty. Cross-Functional Collaboration: Partner with Retail, Digital, Supply Chain, and Marketing teams to ensure a consistent and connected customer experience across all Halfords touchpoints. About you Proven experience managing large, multi-channel contact centre operations (including social, chat, and voice) Strong track record of driving customer satisfaction, loyalty, and commercial value Experience unifying in-house and outsourced teams under shared goals and culture Demonstrated success in delivering operational excellence and continuous improvement Strong vendor and stakeholder management skills Experience in retail, automotive, or consumer-facing environments desirable Excellent leadership, communication, and analytical capabilities Customer-obsessed and passionate about delivering exceptional experiences Skilled at uniting diverse teams under one shared vision and culture Commercially minded, balancing customer outcomes with business results Analytical, data-driven, and action-oriented Collaborative, empowering, and inspirational leader Resilient and adaptable in a fast-paced, customer-first environment Reward & benefits 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 in our Support Centre, you will be based at our Support Centre 2 days a week with an optional 3 days working 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. At Halfords, we operate a hybrid working policy with 2 days on site at our Support Centre in Redditch, Worcestershire.