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Deputy Contact Centre Manager

Employer
Inchcape
Location
Preston
Salary
£20700 - £26910/annum
Closing date
19 Aug 2022

View more

Job Sector
Apprenticeships
Contract Type
Permanent
Hours
Full Time
Deputy Contact Centre Manager

To lead, coach and motivate the Contact Centre Teams, to deliver outstanding performance in all areas of the department, whilst working within their agreed headcount.

Ensure all colleagues are reviewed regularly against the Contact Centres main KPI’s. Continually encouraging individuals to personally develop & improve their performance & skills.

To communicate effectively with the team, peer group, line management, external customers and business contacts. Working as an effective member of the local management team.

Ensure at all times that the team, provides first class customer service, and delivers a positive customer experience.

To ensure adherence within the team to agreed Contact Centre procedures in order to ensure consistency of process and procedures, Inchcape guidelines and optimisation of operational efficiency.

Main Responsibilities
To coach and motivate team members to their maximum potential providing feedback, performance review, monitoring absence and creating a team environment conducive to optimise performance
Plan training and development for individual team members and ensure that the necessary resources are available to meet the daily, weekly and monthly targets, through management of attendance, sickness and holidays and by allocating and monitoring the workflows
Manage on a day-to-day basis a number of human resource issues that require an up to date and effective command of employee-related policy and practice
Manage the recruitment process i.e starters/leavers, recruitment, inductions, probation sign-off
Manage the escalation process for customer complaints and provide relevant training of objection handling to CSA’s. Recommend controls to prevent reoccurrence
Development through monthly reviews and the setting of SMART objectives for the team and individuals
Encouraging new ideas from CSA’s to improve roles, customer journey and department processes and procedures
Ensure that work is appropriately allocated on the basis of individual skills, knowledge and development needs and that appropriate support is available to Team Members
Meet pre-determined Team and operational sales and service Key Performance Indicators
Focus on costs, process improvements and/or efficiency to contribute to the profitability of InchcapeThe Ideal Candidate
Previous supervisory experience working in sales or customer service experience within a call centre environment
People management and leadership skills
Excellent communication skills and able to communicate effectively at all levels
Capability to motivate a team
Analytical, methodical and able to demonstrate attention to detail
Excellent organisation skills with the ability to prioritise effectively
Good at innovative idea generation to provide solutions to key issues and facilitate the general improvement of the contact centre offering
Able to think quickly to provide immediate solutions to complex customer queries
Able to identify non-compliance to current processes, procedures and recommend solutions to Contact Centre ManagementAbout The CompanyBenefits

The successful candidate will receive a competitive salary including a generous monthly bonus. You will also possess the knowledge that you are working for a company that invests heavily in their staff and provide excellent working conditions.

Other company benefits include;

22 days holiday, rising to 25 after 5 years’ service 
Company Pension Scheme
Life Assurance
Discount gym membership
Vehicle purchase discount
Employee Advantage – retail discounts with over 3000 retailers
Cycle to work scheme Inchcape is a leading independent global automotive distributor and retailer.  We are present in 36 national markets and operate as a key strategic partner to the world’s foremost premium and luxury car brands for whom we provide an effective, well-financed and customer centered route to market for vehicles and parts.

Inchcape, which is listed on the London Stock Exchange, employs 15,000 people worldwide and recorded sales of £6.8 billion in its last financial year.
We aim to deliver an outstanding customer experience at every one of our franchised dealerships, and to support this all our dealerships have specialist, manufacturer trained staff to ensure you and your car receive the best possible attention.

We operate across every link of the post-factory automotive value chain for our OEM partners, providing a highly efficient, customer-focused route to market that delivers shared rewards at every stage.

We have 170 years of successful international trade experience based on a spirit of innovation that still thrives within the organisation

OUR VISION: To be the world’s most trusted automotive Distributor.

Inchcape is ambitious! We are pursuing a strategy of growth, both organically and by acquisition, across the globe. We have a number of exciting opportunities for equally ambitious talent.

We are excited about the future. Could we be a part of your future plans too?

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