At a Glance
- Tasks: Lead and develop a team to enhance customer loyalty and improve service delivery.
- Company: Join Halfords, a leader in motoring and cycling innovation.
- Benefits: Enjoy competitive salary, hybrid working, and extensive employee discounts.
- Other info: Embrace a dynamic environment with a commitment to personal growth and inclusion.
- Why this job: Make a real impact on customer experience and team performance.
- Qualifications: Experience in contact centre leadership and strong people development skills.
The predicted salary is between 40000 - 50000 £ per year.
At Halfords, our mission is to inspire and support a lifetime of motoring and cycling. As a specialist retailer, we lead the market through customer-driven innovation and a distinct product range. We are dedicated to providing our customers with an integrated, unique, and convenient service experience, from e-bike and electric vehicle servicing to on-demand solutions. Our commitment is to foster customer loyalty by offering compelling reasons to keep coming back to our stores, ensuring a lifetime of motoring and cycling enjoyment.
The teams at our Support Centre work with every other area of our business, putting them at the heart of the action and playing a key role in our success and growth. Everyone brings their individual knowledge and experience to work every day, working as one team to keep things moving smoothly.
If you’re willing to get stuck in, you’ll love it here too. So put yourself at the heart of a dynamic, fast-paced working environment where expertise and focus take people far.
The role involves taking on a critical leadership role sitting between senior strategy and frontline delivery in our UK contact centre operation. You will lead a team of 7 to 8 Team Leaders across specialist functions covering Retail, Motoring Services, Complex Complaints, and Social Media, ensuring each workstream is well managed, hitting its targets, and continuously improving.
Key responsibilities include:
- Leading and developing a team of 7 to 8 Team Leaders across Retail, Motoring Services, Complex Complaints, and Social Media.
- Delivering a structured framework of one to ones and coaching sessions focused on leadership development, behavioural calibration, and succession planning.
- Translating organisational KPIs into clear, measurable departmental goals.
- Designing and implementing engagement initiatives that maintain a high-performance culture across diverse specialist teams.
- Working in tandem with the outsource performance manager and Senior Contact Centre Manager to feed back root cause analysis and support the removal of customer pain points.
- Identifying and escalating operational risks and inefficiencies.
- Providing regular, data-driven reporting on operational health.
About you:
- Proven experience in a contact centre leadership role.
- Strong people development skills.
- Solid understanding of complaints handling and regulatory requirements.
- Able to translate high-level business objectives into actionable operational plans.
- Analytically minded, comfortable using operational data and KPI reporting.
- Experienced working with outsource partners.
- Resilient and adaptable.
We offer a fair and competitive salary, annual discretionary bonus scheme, pension, life assurance, 25 days annual leave plus bank holidays, and enhanced family leave. Commitment and dedication to your ongoing personal and professional development are encouraged. We help you to own and grow your potential so you can be at your best in your current role and to support your future career aspirations.
We offer hybrid working with a blend of working in our Support Centre and from home. You will have access to a wealth of employee discounts across the Halfords suite of products and services. Wellbeing and inclusion are at the heart of our colleague experience.
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.
Loyalty & Retention Manager in Redditch employer: Tabcorp Holdings Limited
At Halfords, we pride ourselves on being an exceptional employer, offering a vibrant work culture that fosters collaboration and innovation. Our commitment to employee growth is evident through structured coaching frameworks and a focus on personal development, ensuring that every team member can thrive in their role. With competitive benefits, including hybrid working options and a strong emphasis on wellbeing and inclusion, our Redditch Support Centre is the perfect place for those looking to make a meaningful impact in the world of motoring and cycling.
StudySmarter Expert Advice🤫
We think this is how you could land Loyalty & Retention Manager in Redditch
✨Tip Number 1
Get to know the company inside out! Research Halfords' mission, values, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by practising common questions related to leadership and customer service. Think about how your experience aligns with the role of Loyalty & Retention Manager and be ready to share specific examples.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Loyalty & Retention Manager in Redditch
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Loyalty & Retention Manager. Highlight your experience in contact centre leadership and people development, and don’t forget to sprinkle in some examples of how you've driven performance through others.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer loyalty and retention. Share specific achievements that demonstrate your ability to manage teams and improve processes.
Showcase Your Analytical Skills:Since this role involves using data to drive decisions, make sure to mention any experience you have with KPI reporting and operational analysis. We want to see how you've used data to identify trends and improve performance in previous roles.
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. Plus, it shows you’re keen on joining our Halfords family!
How to prepare for a job interview at Tabcorp Holdings Limited
✨Know Your Numbers
As a Loyalty & Retention Manager, you'll need to be comfortable with data. Brush up on key performance indicators (KPIs) relevant to customer retention and complaints handling. Be ready to discuss how you've used data in the past to drive improvements and make informed decisions.
✨Showcase Your People Skills
This role is all about leading teams, so highlight your experience in coaching and developing others. Prepare examples of how you've successfully managed Team Leaders and fostered a high-performance culture. Don't forget to mention any engagement initiatives you've implemented!
✨Understand the Brand
Halfords is all about motoring and cycling, so do your homework on their products and services. Familiarise yourself with their customer service ethos and think about how you can contribute to enhancing customer loyalty. Showing genuine interest in the brand will set you apart.
✨Prepare for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving skills and ability to handle operational challenges. Think through potential customer pain points and how you would address them. Being able to articulate your thought process will demonstrate your analytical mindset.
