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- Tasks: Lead a dynamic team to manage fleet service and ensure top-notch customer support.
- Company: Established commercial vehicle fleet operation with a focus on service excellence.
- Benefits: Competitive salary, long-term stability, and opportunities for career growth.
- Other info: Join a stable organisation working with major UK fleets.
- Why this job: Make a real impact in a fast-paced environment while leading a motivated team.
- Qualifications: Experience in fleet management and strong leadership skills required.
A well‑established commercial vehicle fleet operation is seeking a Fleet Control Centre Manager to lead day‑to‑day service delivery within a busy fleet environment. This is a hands‑on, on‑site role in the Bolton area, suited to someone experienced in managing fleet‑related customer interactions, controlling VOR, and leading service teams to deliver contractual KPIs and SLAs.
The role:
- Manage inbound fleet service and breakdown calls, ensuring KPI and SLA performance is consistently achieved.
- Oversee vehicle movements, including VOR, recovery and replacement vehicles, within agreed timeframes.
- Grow, lead and motivate a team of fleet controllers, fleet advisors and VOR controllers to deliver clear, knowledgeable fleet customer support.
- Act as the operational escalation point for customers, suppliers and internal stakeholders.
- Maintain accurate system updates, reporting and cost‑controlled frontline decision‑making.
- Drive continuous improvement across fleet service processes and ways of working.
The Contact Centre Manager should:
- Have experience within commercial vehicle fleet management, automotive, or supplier‑led service environments.
- Ideally have a good understanding of fleet operations including breakdown control, repairs, parts and supplier coordination.
- Have experience as a contact centre manager, fleet control team leader, fleet maintenance control manager or team leader - supervising or leading a customer service or operations team.
- Be confident managing customer escalations and operational decision‑making.
- Be organised, commercially aware and comfortable working to strict KPIs.
- Be IT‑literate; experience with fleet systems such as Kerridge or R2C is advantageous.
The business:
- A stable and established organisation operating within commercial vehicle fleet services.
- Working with some of the largest, well‑known fleets in the UK market.
- Focused on VOR control, service delivery and customer performance metrics.
- Offers long‑term role stability within a structured operational environment and the opportunity to grow an outstanding team.
- Provides a competitive salary and benefits package.
Contact Centre Manager in Bolton employer: Elise Search
Contact Detail:
Elise Search Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Manager in Bolton
✨Tip Number 1
Network like a pro! Reach out to your connections in the fleet management industry and let them know you're on the lookout for a Contact Centre Manager role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by brushing up on your knowledge of fleet operations and customer service best practices. We recommend practising common interview questions related to KPI management and team leadership, so you can showcase your experience confidently.
✨Tip Number 3
Don’t forget to highlight your IT skills during interviews! If you've worked with fleet systems like Kerridge or R2C, make sure to mention it. This could set you apart from other candidates and show that you're ready to hit the ground running.
✨Tip Number 4
Apply directly through our website! It’s the quickest way to get your application in front of the right people. Plus, we love seeing candidates who take the initiative to connect with us directly.
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Contact Centre Manager role. Highlight your experience in fleet management and customer service, and don’t forget to mention any relevant KPIs and SLAs you've worked with.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this hands-on role. Share specific examples of how you've led teams and improved service delivery in previous positions.
Showcase Your IT Skills: Since being IT-literate is key for this role, make sure to mention any experience you have with fleet systems like Kerridge or R2C. If you’ve used similar software, let us know!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and get to know you better!
How to prepare for a job interview at Elise Search
✨Know Your Fleet Inside Out
Make sure you brush up on your knowledge of fleet management, especially around VOR and breakdown control. Being able to discuss specific examples from your past experience will show that you’re not just familiar with the concepts but have successfully implemented them.
✨Showcase Your Leadership Skills
As a Contact Centre Manager, you'll be leading a team. Prepare to share stories about how you've motivated and developed teams in the past. Think about specific challenges you faced and how you overcame them to drive performance and achieve KPIs.
✨Be Ready for Customer Escalation Scenarios
Expect questions about handling difficult customer situations. Prepare a few examples where you successfully managed escalations, focusing on your decision-making process and the outcomes. This will demonstrate your ability to stay calm under pressure and make sound operational decisions.
✨Familiarise Yourself with Relevant Systems
If you have experience with fleet systems like Kerridge or R2C, be ready to discuss it. If not, do a bit of research to understand how these systems work and their importance in managing fleet operations. Showing that you’re IT-literate and willing to learn can set you apart.