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- Tasks: Lead a high-performing team to deliver exceptional customer service and drive continuous improvement.
- Company: Join Halfords, a leader in commercial fleet services with a commitment to inclusivity.
- Benefits: Competitive salary, career progression, and a supportive work environment.
- Other info: Dynamic role with opportunities for professional growth and development.
- Why this job: Make a real impact by fostering a customer-centric culture and leading a talented team.
- Qualifications: Strong leadership experience in a support centre and excellent communication skills.
The predicted salary is between 36000 - 60000 £ per year.
About the role
We’re seeking an ambitious and experienced Senior Contact Centre Manager to lead and inspire our high-performing team. In this pivotal role, you’ll drive exceptional customer service standards by developing your team, improving systems and processes, and ensuring seamless collaboration across our internal and external customers.
As a key ambassador of the Halfords Commercial Fleet Services (HCFS) values, you’ll foster a customer-centric, engaged culture across Universal Fleet Services, Lodge Tyre Fleet Services and McConechy’s Commercial Fleet Services (ULM). Your leadership will support continuous improvement, ensuring the contact centre meets its ambitious KPIs.
Operating 24/7 365 days a year managing commercial breakdowns, the ULM Support Centre is a fast-paced, collaborative and performance-driven environment. This role offers a unique opportunity to directly line manage four managers, overseeing daily operations, analysing performance data, and driving long-term strategic initiatives alongside our Operational Director. This is a brilliant opportunity to learn from the Operational Director with room to progress your career.
Key responsibilities
- Champion a customer-focused and engaged culture within ULM, demonstrating genuine passion and commitment.
- Foster a high-performing team culture that improves engagement scores and increases colleague retention through strong and inspiring leadership.
- Support the Support Centre Operations Director in driving profitability by maximising long-term revenue
- Lead the recruitment, training, development, and engagement of colleagues to build a skilled and motivated workforce.
- Oversee the efficient day-to-day operation of ULM, ensuring compliance with all relevant policies and procedures.
- Act as a proud ambassador for Halfords Commercial Fleet Services Values, working collaboratively with stakeholders to support aligned business across all areas of Commercial Fleet Services.
About you
- Strong leadership experience within a support centre environment with proven experience in supporting colleagues\’ development.
- Experience of managing large teams
- Industry experience would be an advantage
- Excellent communication and interpersonal skills, both verbally and in writing.
- Must have a strong track record leading teams to deliver outstanding results, and to support the delivery of the strategic plans.
- Experience of tracking compliance standards across health and Safety, capability and performance of teams within a Support Centre environment.
- Evidence of commercial acumen and an appreciation of current operating environment within the commercial industry.
- Excellent IT skills and the ability to manipulate statistics into reports and presentations as required.
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.
This role is operating Monday-Friday, 5 days per week based in our Stafford offices
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Senior Contact Centre Manager employer: Halfords
Contact Detail:
Halfords Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Contact Centre Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Senior 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 researching the company culture and values. Since you'll be leading a team, showing that you align with Halfords' commitment to customer service and engagement will set you apart from the competition.
✨Tip Number 3
Practice your leadership stories! Be ready to share specific examples of how you've developed teams and driven performance in previous roles. This will demonstrate your capability to foster a high-performing culture at ULM.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining the Halfords family and contributing to our mission.
We think you need these skills to ace Senior Contact Centre Manager
Some tips for your application 🫡
Show Your Leadership Skills: Make sure to highlight your leadership experience in your application. We want to see how you've inspired teams and driven performance in previous roles, especially in a contact centre environment.
Be Customer-Centric: Since this role is all about championing customer service, share specific examples of how you've fostered a customer-focused culture. We love seeing real-life stories that demonstrate your commitment to exceptional service.
Tailor Your Application: Don’t just send a generic CV! Tailor your application to reflect the key responsibilities and skills mentioned in the job description. This shows us you’ve done your homework and are genuinely interested in the role.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity with Halfords!
How to prepare for a job interview at Halfords
✨Know the Company Inside Out
Before your interview, make sure you research Halfords Commercial Fleet Services thoroughly. Understand their values, mission, and recent developments in the industry. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Showcase Your Leadership Skills
As a Senior Contact Centre Manager, your leadership experience is crucial. Prepare specific examples of how you've successfully led teams in the past, focusing on how you improved engagement and performance. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Demonstrate Customer-Centric Thinking
Since the role emphasises a customer-focused culture, be ready to discuss how you've championed customer service in previous positions. Share instances where you went above and beyond to meet customer needs and how that impacted team morale and performance.
✨Prepare for Data-Driven Questions
Given the importance of analysing performance data in this role, brush up on your ability to interpret statistics and present them clearly. Be prepared to discuss how you've used data to drive decisions and improve operations in a contact centre environment.