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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 team 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 developing your leadership skills.
- Qualifications: Experience in fleet management and strong customer service skills required.
The predicted salary is between 35000 - 45000 £ per year.
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
- The contact centre manager will 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 employer: Elise Search
Contact Detail:
Elise Search Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Manager
✨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. Be ready to share specific examples of how you've managed teams and improved KPIs in previous roles. Confidence is key!
✨Tip Number 3
Don’t just apply anywhere; focus on companies that align with your values and career goals. Use our website to find roles that excite you, and tailor your approach to each one. Show them why you’re the perfect fit for their team!
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way in keeping you top of mind. It shows your enthusiasm for the role and gives you another chance to highlight your skills and experience.
We think you need these skills to ace Contact Centre Manager
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 you've achieved!
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 the past.
Showcase Your IT Skills: Since being IT-literate is key for this position, 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 process. It’s the best way for us to receive your application and get you on board with our fantastic team!
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 and operations. Understand the key performance indicators (KPIs) and service level agreements (SLAs) that are crucial for the role. Being able to discuss specific examples from your past experience will show that you're not just familiar with the concepts, but that you can apply them effectively.
✨Showcase Your Leadership Skills
As a Contact Centre Manager, you'll need to lead and motivate a team. Prepare to share examples of how you've successfully managed teams in the past, especially in high-pressure environments. Highlight your approach to team development and how you handle escalations, as this will demonstrate your capability to manage customer interactions effectively.
✨Be Ready for Scenario Questions
Expect questions that put you in real-life scenarios related to fleet management and customer service. Think about how you would handle breakdown situations or manage vehicle movements under tight deadlines. Practising these scenarios can help you articulate your thought process and decision-making skills during the interview.
✨Familiarise Yourself with Relevant Software
Since the role mentions familiarity with fleet systems like Kerridge or R2C, it’s a good idea to research these tools if you haven't used them before. Even if you have experience with different systems, being able to discuss how you adapt to new technologies will show your IT literacy and willingness to learn.