Switchboard Manager - Luxury Retail
Pay & Benefits
* £35,000 annual salary
Hours
* 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.
The role of Switchboard Manager - Luxury Retail
* 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.
* 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
The ideal Switchboard Manager - Luxury Retail
* 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
* A polished, credible leader with a passion for service excellence, you inspire high performance while maintaining the highest standards of professionalism.
Essential Qualifications
* 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 Qualifications
* 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
* 25 days' holiday, plus Bank Holidays.
Job Ref: 1BMWF
#J-18808-Ljbffr