At a Glance
- Tasks: Lead a dynamic contact centre team, ensuring efficient parts coordination and high-quality service delivery.
- Company: Join a well-established 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 engagement in a fast-paced, evolving environment.
- Qualifications: Experience in people management and WIP coordination, with strong data analysis skills.
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 Centre 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 continuous improvement. With a competitive salary, comprehensive benefits including 24/7 GP services, and clear pathways for career progression, this company fosters a supportive work culture that values employee engagement and wellbeing. Experience the satisfaction of leading a high-performing team while contributing to meaningful customer outcomes in a fast-paced setting.
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 industry, attend local events, and don’t be shy about asking for introductions. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We recommend practising common interview questions and even role-playing with a friend. The more comfortable you are, the better you’ll perform when it counts!
✨Tip Number 3
Showcase your skills during the interview! Bring examples of your past work or achievements that relate to the role. We want to see how you’ve made an impact before, so don’t hold back on sharing your successes.
✨Tip Number 4
Follow up after your interview with a thank-you email. It’s a simple gesture that shows your appreciation and keeps you fresh in their minds. Plus, it’s a great opportunity to reiterate your enthusiasm for the role!
We think you need these skills to ace Contact Centre Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your people management and data analysis skills, as these are key for the Parts Team Manager role.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're the perfect fit for this role. Share specific examples of how you've led teams and improved operational performance in previous positions.
Showcase Your Data Skills:Since data and performance insight are central to the role, be sure to mention any relevant experience you have with MI reporting and data analysis. We want to see how you can use data to drive improvements!
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 the role without any hiccups!
How to prepare for a job interview at Morson Edge
✨Know Your Numbers
Familiarise yourself with key performance indicators relevant to a contact centre. Be ready to discuss how you've used data and reporting in past roles to drive improvements. This shows you understand the importance of metrics in managing a team effectively.
✨Showcase Your Leadership Style
Prepare examples that highlight your leadership skills, especially in coaching and developing teams. Think about specific situations where you’ve turned around team performance or fostered a positive culture. This will demonstrate your hands-on approach to people management.
✨Understand the Business
Research the company’s operations and their approach to customer service. Be prepared to discuss how you can contribute to their goals, particularly in improving operational flow and efficiency. This shows you’re genuinely interested in the role and the organisation.
✨Prepare for Scenario Questions
Anticipate questions about how you would handle specific challenges in a contact centre environment, such as managing workflow delays or improving team engagement. Practising your responses will help you articulate your problem-solving abilities clearly during the interview.
