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- Tasks: Lead a busy contact centre, ensuring top-notch customer service and team support.
- Company: Dynamic fleet management business in Bolton with a focus on customer experience.
- Benefits: Competitive salary, Monday to Friday hours, and opportunities for professional growth.
- Other info: Fast-paced environment where every day brings new challenges and opportunities.
- Why this job: Be at the heart of operations, making impactful decisions and leading a dedicated team.
- Qualifications: Experience in customer service and leadership; automotive knowledge is a plus.
The predicted salary is between 35000 - 40000 £ per year.
Are you an experienced contact centre or customer service leader who knows how to keep a busy operation running smoothly? We are looking for a Fleet Contact Centre Manager to join a fleet management business in Bolton. This is a hands-on leadership role where you will help shape, support and build a team that delivers an outstanding customer experience every day.
As Fleet Contact Centre Manager, you will work closely with the Fleet Operations Manager, making sure customer requirements, service levels and KPIs are met. You will support the day-to-day running of the contact centre, lead the team when required, make confident frontline decisions and keep customers fully updated on vehicle repairs, breakdowns, replacement vehicles and supplier progress.
What you'll be doing as Fleet Contact Centre Manager:
- Ensuring inbound calls are handled within agreed KPIs and service levels
- Prioritising workflow across the team to maximise efficiency, productivity and quality
- Supporting, motivating and developing call centre advisors
- Acting as a key contact for customers, suppliers and the management team during contact centre operating hours
- Making accurate frontline decisions around vehicle placement, breakdowns, replacement vehicles and cost control
- Chasing suppliers to ensure jobs are completed on time and VOR remains within KPI
- Keeping customers updated on the status of repairs and responding to queries in a timely, professional way
- Generating and distributing daily reports
- Supporting the Fleet Operations Manager with training new starters and updating the team on procedure or system changes
- Ensuring warranty items are issued to the correct suppliers within agreed timescales
- Maintaining accurate system notes and call records
- Assisting with rota cover and making sure the contact centre has the right level of support at all times
- Helping to deal with complaints, difficult situations and service issues
- Identifying simpler, better and more cost-effective ways of working
- Taking part in management meetings to improve processes and service delivery
What we're looking for:
- Previous experience in a customer-focused service environment
- Experience within fleet, automotive, vehicle repair, breakdown, logistics or a similar fast-paced service setting would be ideal
- Previous supervisory or team leadership experience would be helpful, but this is not essential
- Good IT skills, with Kerridge or R2C experience being an advantage
- The confidence to make decisions in the absence of the Fleet Operations Manager
- Strong communication skills, both written and verbal
- Good attention to detail and the ability to keep accurate records
- A calm, professional approach when dealing with customers, suppliers and internal teams
- The ability to manage priorities, support a team and keep service levels on track
- Knowledge of vehicle parts would be beneficial
This Fleet Contact Centre Manager role would suit someone who enjoys being at the centre of a busy service operation, where no two days are quite the same. You'll need to be organised, confident and customer-focused, with the ability to keep people, processes and suppliers moving in the right direction. If you are ready to step into a Fleet Contact Centre Manager position where you can lead from the front, improve service delivery and help build a high-performing team, we would love to hear from you.
Contact Centre Manager in Bolton employer: Vantage Recruitment
Contact Detail:
Vantage Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Manager in Bolton
✨Tip Number 1
Network like a pro! Reach out to your connections in the fleet and automotive industry. You never know who might have a lead on that perfect Contact Centre Manager role. Plus, personal recommendations can really give you an edge.
✨Tip Number 2
Prepare for those interviews by practising common questions related to customer service and team leadership. We suggest role-playing with a friend or using online resources to get comfortable with your responses. Confidence is key!
✨Tip Number 3
Showcase your experience! When you get the chance to chat with potential employers, highlight your past achievements in managing teams and improving service levels. Use specific examples to demonstrate how you’ve made a difference.
✨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 Centre Manager in Bolton
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Fleet Contact Centre Manager. Highlight your experience in customer service and any leadership roles you've had, especially in fast-paced environments like fleet or automotive.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Mention specific experiences that relate to managing a contact centre and how you can contribute to our team's success.
Show Off Your Communication Skills: Since this role involves a lot of communication, make sure your written application reflects your strong communication skills. Keep it clear, concise, and professional while still showing your personality!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you get all the updates about your application status directly from us!
How to prepare for a job interview at Vantage Recruitment
✨Know Your Stuff
Make sure you brush up on your knowledge of fleet management and customer service. Understand the key performance indicators (KPIs) that are important for a contact centre manager and be ready to discuss how you've met or exceeded these in your previous roles.
✨Showcase Leadership Skills
Prepare examples of how you've successfully led a team in a busy environment. Think about times when you motivated your team, resolved conflicts, or improved processes. This will demonstrate your hands-on leadership style and ability to keep operations running smoothly.
✨Communicate Clearly
Practice articulating your thoughts clearly and confidently. Since strong communication skills are essential for this role, consider doing mock interviews with a friend or using video recordings to refine your delivery and ensure you come across as professional and approachable.
✨Ask Insightful Questions
Prepare thoughtful questions to ask at the end of your interview. Inquire about the current challenges the contact centre faces or how success is measured in the role. This shows your genuine interest in the position and helps you gauge if it's the right fit for you.