At a Glance
- Tasks: Lead a dynamic contact centre team to ensure efficient parts coordination and exceptional service delivery.
- Company: Join a reputable national organisation known for operational excellence and customer support.
- Benefits: Competitive salary, pension scheme, 24/7 GP services, and discounts on major brands.
- Other info: Enjoy clear progression opportunities and regular staff engagement activities.
- Why this job: Shape team culture and drive continuous improvement in a fast-paced environment.
- Qualifications: Experience in people management and WIP coordination within a contact centre.
The predicted salary is between 28789 - 35000 € per year.
This is an opportunity to join a well-established national organisation operating within the specialist services and aftercare sector. The business partners with major retailers, insurers and commercial clients to deliver high-quality customer support and operational solutions that sit at the heart of the customer journey. With a strong reputation for service delivery, operational excellence and continuous improvement, the organisation relies on a fast-moving logistics and coordination function to ensure customer outcomes are delivered efficiently and to a high standard. Data, insight and people leadership are central to how the business operates and improves performance.
As Parts Team Manager, you will lead a busy, contact centre-based operational team responsible for the coordination of parts, workflow (WIP), supplier activity and job progression. This is a hands-on leadership role where success comes from combining strong people management with confident use of data, reporting and performance insight. You will be responsible for ensuring operational flow, reducing delays, improving efficiency and maintaining a high level of service delivery. You will also play a key role in shaping team culture, driving engagement and supporting continuous improvement across a fast-paced and evolving environment.
Key Responsibilities
- Lead, coach and develop a high-performing operational team within a contact centre environment
- Manage Work in Progress (WIP) to ensure efficient movement and completion of jobs
- Use MI, reporting and data analysis to monitor performance and drive decision making
- Track and improve productivity, quality, attendance and overall team engagement
- Oversee parts ordering, stock control and supplier coordination
- Identify trends, risks and opportunities to improve operational performance and customer outcomes
- Support compliance with internal processes and regulatory standards, including FCA requirements
- Collaborate with wider business functions to ensure a seamless customer journey
- Support implementation of new processes, systems and operational change
- Foster a positive, accountable and high-performance team culture
About You
- Proven experience in people management within a contact centre or operational environment
- Strong background in WIP management and workflow coordination
- Confident working with data, MI reporting and performance analysis to drive improvement
- Experience overseeing stock, parts, suppliers or similar operational processes
- Strong leadership skills with a track record of developing teams
- Excellent organisation, prioritisation and problem-solving ability
- Strong communication and stakeholder management skills
- Comfortable working in a fast-paced, regulated environment
- Strong Microsoft Office / 365 skills and experience using operational systems
- Proactive, accountable and focused on delivering strong customer outcomes
What’s on Offer
- Competitive salary and pension scheme
- Access to 24/7 GP services for you and your household
- Discounts across retail, cinema and major brands
- Clear progression and development opportunities
- Recognition schemes including employee awards
- Mental health and wellbeing support, including trained first aiders
- Employee Assistance Programme covering counselling, financial and legal support
- Regular staff engagement activities and social events
- Free on-site parking (where applicable) and good transport links
Contact Center Manager employer: Morson Edge
Join a well-established national organisation in Weston-super-Mare, where you will thrive in a dynamic contact centre environment that prioritises operational excellence and employee development. With competitive salaries, comprehensive benefits including 24/7 GP services, and a strong focus on mental health and wellbeing, this company fosters a supportive culture that encourages growth and engagement. Experience the satisfaction of leading a high-performing team while enjoying clear progression opportunities and regular social events.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Center Manager
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the hunt for a Contact Center Manager role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by practising common questions related to people management and operational efficiency. We recommend doing mock interviews with friends or using online resources to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your data skills! Be ready to discuss how you've used MI and reporting in past roles to drive performance improvements. This will demonstrate your ability to make data-driven decisions, which is key for the Parts Team Manager position.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Contact Center Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Parts Team Manager role. Highlight your experience in people management and WIP coordination, as these are key for us. Use specific examples that showcase your skills in data analysis and operational efficiency.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Share your passion for leading teams and improving customer outcomes. Let us know how your background aligns with our values and the role's responsibilities. Keep it engaging and personal!
Showcase Your Data Skills:Since we value data-driven decision-making, don’t forget to mention your experience with MI reporting and performance analysis. Give us examples of how you've used data to improve team performance or operational flow in previous roles.
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Morson Edge
✨Know Your Numbers
Make sure you’re comfortable discussing data and performance metrics. Brush up on key performance indicators relevant to contact centres, like WIP management and team productivity. Being able to reference specific examples from your past experience will show that you can leverage data effectively.
✨Showcase Your Leadership Style
Prepare to talk about your approach to people management. Think of examples where you've successfully led a team, improved engagement, or fostered a positive culture. This role is all about strong leadership, so be ready to demonstrate how you inspire and develop your team.
✨Understand the Business
Research the company’s operations and their approach to customer service. Familiarise yourself with their partnerships and how they deliver high-quality support. Showing that you understand their business model will help you stand out as a candidate who’s genuinely interested in the role.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills and ability to handle operational challenges. Think through potential scenarios related to workflow delays or team performance issues, and prepare your strategies for addressing them. This will demonstrate your proactive mindset and readiness for the fast-paced environment.
