At a Glance
- Tasks: Lead a dynamic contact centre team, ensuring smooth operations and high-quality service delivery.
- Company: Join a well-established national organisation known for operational excellence and customer support.
- Benefits: Enjoy competitive salary, pension scheme, 24/7 GP services, and discounts on major brands.
- Other info: Great career 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
- 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
- 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 in Somerset employer: Morson Edge
Join a well-established national organisation in Weston-super-Mare, where you will lead a dynamic contact centre team dedicated to delivering exceptional customer support. With a strong focus on employee development, competitive benefits including 24/7 GP services, and a vibrant work culture that promotes engagement and continuous improvement, this role offers a meaningful opportunity to make a significant impact within a fast-paced environment. Enjoy clear progression pathways and a supportive atmosphere that values your contributions and well-being.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Center Manager in Somerset
✨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 land you 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 Center Manager in Somerset
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! Use it to tell us why you're the perfect fit for the role. Mention your leadership style and how you’ve driven team engagement and performance in previous roles. Keep it concise but impactful!
Showcase Your Data Skills:Since we value data-driven decision-making, make sure to highlight your experience with MI reporting and performance analysis. Share any specific tools or systems you've used and how they helped improve operational outcomes in your past roles.
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It’s straightforward and ensures your application gets to the right people quickly. Plus, it shows us you’re keen on joining our team!
How to prepare for a job interview at Morson Edge
✨Know Your Numbers
Familiarise yourself with key performance indicators relevant to the contact centre environment. Be ready to discuss how you've used data and reporting in past roles to drive improvements and efficiency.
✨Showcase Your Leadership Style
Prepare examples that highlight your people management skills. Think about times when you’ve successfully coached or developed a team, and be ready to share how you foster a positive team culture.
✨Understand the Business
Research the company’s operations and their approach to customer service. Knowing their partnerships and how they deliver high-quality support will help you align your answers with their values during the interview.
✨Be Ready for Scenario Questions
Anticipate questions that ask how you would handle specific situations, such as managing workflow delays or improving team engagement. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
