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- Tasks: Lead a dynamic contact centre team, delivering exceptional customer service across various channels.
- Company: Join Group 1 Automotive, a fast-growing global automotive group.
- Benefits: Enjoy competitive salary, uncapped bonuses, 33 days leave, and exclusive discounts.
- Why this job: Make a real impact while developing your skills in a supportive environment.
- Qualifications: NVQ Level 3 in Light Vehicle Maintenance or equivalent, strong communication skills.
- Other info: Flexible working options and opportunities for personal growth await you!
The predicted salary is between 28000 - 39200 ÂŁ per year.
Good, honest, rewarding work. It’s how we’re built. Our Lead Contact Centre Agents play a key role in delivering outstanding customer service, guiding our teams, and ensuring every customer receives clear, efficient, and supportive communication. You’ll lead by example—resolving queries, supporting colleagues, and helping maintain high service standards across all channels.
As part of a global, fast‑moving automotive group, you’ll work in a dynamic environment with plenty of opportunities to learn, grow, and progress.
What we can offer you:
- Enjoy 33 days of annual leave (including bank holidays) to rest and recharge
- Save money every day with our exclusive retail discounts
- Drive a great deal with discounts on new and used cars, plus servicing offers
- Plan for the years ahead with our company pension scheme
- Balance home and work with our industry-leading family-friendly policies designed to help you spend more time with the people that matter
- Commute for less with our cycle-to-work scheme
- Prioritise your wellbeing with dedicated support for you and your family
- 24/7 access to healthcare professionals, ensuring you get the expert advice you need quickly and easily
- Make a difference with a paid day to volunteer in your community
- Invest in your future with our company share purchase plan
- Earn financial rewards when you refer a friend to join the team
- Keep learning and growing with our training and development opportunities for everyone
- Life assurance with the option to increase cover
- Flexible working options – just ask
What you’ll do day to day:
- Perform high-quality vehicle maintenance and repairs, following manufacturer standards and guidelines to ensure reliability and safety
- Lead a high‑performing contact centre team to deliver excellent service across phone, email, and chat
- Monitor daily performance and ensure customer interactions are handled promptly and professionally
- Coach and develop team members to meet customer needs and support business goals
- Provide regular feedback, encourage continuous improvement, and recognise strong performance
- Support upselling and cross‑selling activities to drive customer value and revenue
- Work with the Contact Centre Manager on resource planning, workflow, and daily operations
- Hold regular 1‑2‑1s and performance reviews to support team development
- Review customer trends and feedback to proactively resolve issues and prevent loss of business
- Support recruitment, onboarding, and training of new team members
- Deliver or assist with product, brand, and process training to keep the team up to date
- Handle escalated or complex customer cases with professionalism and empathy
Helpful skills and qualifications:
- NVQ Level 3 in Light Vehicle Maintenance & Repair or equivalent qualification
- Strong communications skills with the ability to build trust and rapport
- Customer‑focused mindset and passion for delivering exceptional service
- Ability to prioritise workload, multitask, and work well under pressure
- Confident using multiple IT systems and CRM software
- Able to work independently and collaboratively in a team environment
- High attention to detail and accuracy
- Strong decision‑making skills and ability to think on your feet
- Proactive problem‑solver with a positive, solution‑focused approach
- Adaptable to changing business needs, technologies, and priorities
We value diversity and believe it strengthens our team. If you don’t meet every requirement listed but are enthusiastic about this role and eager to learn, we encourage you to apply.
Be part of something big. Group 1 Automotive is on an exciting growth journey. We are home to over 7000 colleagues dedicated to providing exceptional customer service, with 114 dealerships in the UK, representing 21 brands at the forefront of automotive retail.
But you don’t need to love cars to work with us – just need to share our mission to create outstanding and trusted experiences for our customers, our partners, and our people.
Our Values: Respect - Integrity - Transparency - Teamwork – Professionalism. These are the principles that every member of our team lives by, whether that be business functions, customer interactions, how we interact with the local community and even how we view each other in the team.
Lead Contact Centre Agent employer: Cooks Motor Group
Contact Detail:
Cooks Motor Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Lead Contact Centre Agent
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on JLR and Group 1 Automotive. Understanding their values and mission will help you connect better during the conversation.
✨Tip Number 2
Practice your communication skills! As a Lead Contact Centre Agent, you'll need to demonstrate strong communication abilities. Try role-playing common customer scenarios with a friend to build your confidence.
✨Tip Number 3
Show off your leadership skills! Be ready to share examples of how you've led teams or supported colleagues in the past. Highlighting your experience in coaching and developing others will make you stand out.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It shows you're genuinely interested and keeps you fresh in their minds.
We think you need these skills to ace Lead Contact Centre Agent
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for delivering exceptional customer service shine through. We want to see that you genuinely care about helping customers and supporting your team.
Tailor Your CV: Make sure to customise your CV to highlight relevant experience and skills that match the Lead Contact Centre Agent role. Use keywords from the job description to show us you’re a perfect fit!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and focus on what makes you a great candidate for this position.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Cooks Motor Group
✨Know Your Stuff
Before the interview, make sure you understand the role of a Lead Contact Centre Agent. Familiarise yourself with customer service principles and be ready to discuss how you can lead a team to deliver exceptional service.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led a team or resolved complex customer issues in the past. Highlight your ability to coach and develop others, as this is key for the role.
✨Emphasise Your Customer Focus
Be ready to talk about your passion for delivering great customer experiences. Share specific instances where you went above and beyond to ensure customer satisfaction, as this aligns with the company's values.
✨Ask Insightful Questions
At the end of the interview, ask questions that show your interest in the company and the role. Inquire about their approach to team development or how they measure success in the contact centre, which demonstrates your proactive mindset.
