Senior Contact Centre Manager

We’re seeking an ambitious and experienced Senior Contact Centre Manager to lead and inspire our high-performing team. In this pivotal role, you’ll drive exceptional customer service standards by developing your team, improving systems and processes, and ensuring seamless collaboration across our internal and external customers.

As a key ambassador of the Halfords Commercial Fleet Services (HCFS) values, you’ll foster a customer-centric, engaged culture across Universal Fleet Services, Lodge Tyre Fleet Services and McConechy’s Commercial Fleet Services (ULM). Your leadership will support continuous improvement, ensuring the contact centre meets its ambitious KPIs.

Operating 365 days a year to 96% of commercial breakdowns, the ULM Contact Centre is fast-paced collaborative and performance-driven environment. This role offers a unique opportunity to directly line manage three contact centre managers, overseeing daily operations, analysing performance data, and driving long-term strategic initiatives alongside our Operational Director. This is a brilliant opportunity to learn from the Operational Director with room to progress your career.

Key Responsibilities

• Champion a customer-focused and engaged culture within ULM, demonstrating genuine passion and commitment.
• Foster a high-performing team culture that improves engagement scores and increases colleague retention through strong and inspiring leadership.
• Support the Contact Centre Operations Director in driving profitability by maximising long-term revenue
• Lead the recruitment, training, development, and engagement of colleagues to build a skilled and motivated workforce.
• Oversee the efficient day-to-day operation of ULM, ensuring compliance with all relevant policies and procedures.
• Act as a proud ambassador for Halfords Commercial Fleet Services Values, working collaboratively with stakeholders to support aligned business across all areas of Commercial Fleet Services.
  
  

About You

• Strong leadership experience within a Contact Centre environment with proven experience in supporting colleagues' development.
• Excellent communication and interpersonal skills, both verbally and in writing.
• Must have a strong track record leading teams to deliver outstanding results, and to support the delivery of the strategic plans.
• Experience of tracking compliance standards across health and Safety, capability and performance of teams within a Contact Centre environment.
• Evidence of commercial acumen and an appreciation of current operating environment within the commercial industry.
• Excellent IT skills and the ability to manipulate statistics into reports and presentations as required.
  
  

Not sure you meet all the criteria? We'd encourage you to take the wheel and apply anyway! 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.

This role is operating Monday-Friday, 5 days per week based in our Stafford offices