Consumer Contact Manager

£57,000 | Hybrid - 4 days remote working

Great managers understand the numbers. Great people leaders understand what sits behind them.

The Motor Ombudsman is looking for a Consumer Contact Manager to lead its Consumer Contact Team.

This is a people leadership role first and foremost. Leading a small team of seven, success will come from creating an engaged, capable and customer-focused environment where people feel supported, accountable and able to perform at their best.

Alongside the people leadership element, the role has real operational breadth, with responsibility for service performance, continuous improvement, reporting and insight.

To be successful in this role you will need to have experience as a manager within a contact centre

The Role

The role is broadly split across three key areas.

40% People leadership and development

Leading, coaching and developing the Consumer Contact Team and Team Lead, supporting performance, recruitment and onboarding, and creating a positive and high-performing team culture.

30% Operational management and continuous improvement

Overseeing day-to-day service delivery, maintaining effective processes and identifying improvements that enhance service quality, efficiency and the consumer experience.

30% Data, reporting and performance insight

Monitoring KPIs, identifying trends, ensuring reporting accuracy and providing clear insight to support operational and senior-level decision-making.

Key Responsibilities

• Lead and develop the Consumer Contact Team and Team Lead through clear expectations, coaching, feedback and performance management.
• Take ownership of service standards, quality, productivity and key performance indicators.
• Use data and operational insight to identify trends, risks and opportunities for improvement.
• Review and improve processes, workflows, guidance and service standards.
• Support recruitment, onboarding, probation, training and wider team development.
• Manage performance and people matters where required, working closely with HR.
• Maintain a professional, empathetic and consistent service for consumers and accredited businesses.
• Support vulnerable consumers appropriately and make sure agreed processes, standards and escalation routes are followed.
• Work collaboratively with colleagues across the organisation on service improvements, technology and operational change.
• Provide clear operational reporting and performance commentary to senior stakeholders.

What We're Looking For

• Someone who has managed a busy call centre
• Experience managing a Team Leader, Supervisor or senior colleague alongside a wider customer-facing team.
• A coaching-led management style, with the ability to develop people, build confidence and manage performance effectively.
• Confidence working with KPIs, service levels, productivity, quality and customer experience measures.
• Strong analytical skills and the ability to turn performance information into practical actions.
• Experience improving processes, workflows and ways of working.
• Good judgement, strong communication skills and the confidence to work with senior stakeholders.
• Experience supporting recruitment, onboarding and team development.
• A people-centred approach, balanced with the ability to hold others accountable and maintain high standards.

Experience within an Ombudsman, ADR, regulated complaints or automotive environment would be useful, but it is not essential.

• Performance and company bonus scheme.
• 25 days annual leave, plus bank holidays.
• Private medical insurance.
• Life assurance.
• Permanent health insurance.
• Health club discounts and health screenings.
• Employee Assistance Programme.
• Family leave and employee discounts.

About The Motor Ombudsman

The Motor Ombudsman provides independent and impartial dispute resolution across the automotive sector.

Its mission is to provide the best ombudsman and dispute resolution service through passionate, engaged people, while driving excellence in customer service across the automotive sector.

The organisation works to five core values:

Positive | Respectful | Impartial | Dynamic | Empowered

These values are central to the role and to how the Consumer Contact Team supports both consumers and accredited businesses.

Interested?

If you are an experienced people leader who enjoys developing teams, improving performance and creating a strong customer experience, we would like to hear from you.

Hours

9am to 5pm

Performance and company bonus scheme. 25 days annual leave, plus bank holidays. Private medical insurance. Life assurance. Permanent health insurance. Pension scheme. Health club discounts and health screenings. Employee Assistance Programme. Family leave and employee discounts. Hybrid working.