Join our client's prestigious automotive brand as a Customer Contact Centre Manager, where you will lead the centralised customer contact function across Park Lane and Park Royal.
This pivotal leadership role ensures every telephone interaction reflects a professional, efficient and premium brand experience, while guiding a high-performing team to deliver exceptional service standards.
Previous leadership experience within luxury automotive, luxury retail, or premium hospitality environments is essential.
This full-time role offers a 40-hour working week, Monday to Saturday, on a rota basis across Park Lane and Park Royal sites.
Hours of work are between 7:45am – 20:00pm depending on day and shift.
Your Time at Work
You will lead the delivery of a seamless, premium telephone experience, setting the standard for service, performance, and continuous improvement.
- Lead, coach, and develop a high-performing Switchboard team
- Manage rotas in line with demand and service expectations
- Drive call quality, tone of voice, and brand standards
- Oversee daily operations, ensuring service levels are consistently met
- Monitor performance metrics, including response times and call handling
- Implement escalation and overflow processes where required
- Maintain consistent call handling standards across all sites
- Review and audit interactions to support ongoing development
- Resolve escalated or sensitive enquiries with professionalism
- Ensure accurate lead capture and seamless handover to Sales and Aftersales
- Collaborate with stakeholders to optimise customer journey and conversion
- Support campaigns, peak periods, and wider business initiatives
- Produce clear, insightful performance and service reports
Our Perfect Worker
A polished, credible leader with a passion for service excellence, you inspire high performance while maintaining the highest standards of professionalism.
Essential
- Proven leadership experience within luxury automotive, retail, or premium hospitality
- Experience managing switchboard, contact centre, or front-of-house teams
- Strong coaching and team development capability
- Experience managing KPIs and performance
- Highly organised with strong attention to detail
- Calm, decisive, and professional under pressure
- Customer-focused with commercial awareness
- Excellent communication and interpersonal skills
- IT proficiency, including CRM and Microsoft Office
- Fluent English and strong cultural awareness
Desirable
- Deep understanding of luxury customer expectations
- Confident handling of VIP and escalated enquiries
- Strong administrative accuracy
- Collaborative, proactive, and improvement-focused mindset
Key Information and Benefits
- £35,000 annual salary
- 25 days' holiday, plus Bank Holidays
Job Ref: 1BMWF
#J-18808-Ljbffr”, “datePosted”: “2026-05-10”, “hiringOrganization”: { “@type”: “Organization”, “name”: “Staffline”, “sameAs”: “https://uk.whatjobs.com/pub_api__cpl__428787909__4861?utm_campaign=publisher&utm_medium=api&utm_source=4861&geoID=33” }, “jobLocation”: { “@type”: “Place”, “address”: { “@type”: “PostalAddress”, “addressLocality”: “London” } } }Join our client’s prestigious automotive brand as a Customer Contact Centre Manager, where you will lead the centralised customer contact function across Park Lane and Park Royal.
This pivotal leadership role ensures every telephone interaction reflects a professional, efficient and premium brand experience, while guiding a high-performing team to deliver exceptional service standards.
Previous leadership experience within luxury automotive, luxury retail, or premium hospitality environments is essential.
This full-time role offers a 40-hour working week, Monday to Saturday, on a rota basis across Park Lane and Park Royal sites.
Hours of work are between 7:45am – 20:00pm depending on day and shift.
Your Time at Work
You will lead the delivery of a seamless, premium telephone experience, setting the standard for service, performance, and continuous improvement.
- Lead, coach, and develop a high-performing Switchboard team
- Manage rotas in line with demand and service expectations
- Drive call quality, tone of voice, and brand standards
- Oversee daily operations, ensuring service levels are consistently met
- Monitor performance metrics, including response times and call handling
- Implement escalation and overflow processes where required
- Maintain consistent call handling standards across all sites
- Review and audit interactions to support ongoing development
- Resolve escalated or sensitive enquiries with professionalism
- Ensure accurate lead capture and seamless handover to Sales and Aftersales
- Collaborate with stakeholders to optimise customer journey and conversion
- Support campaigns, peak periods, and wider business initiatives
- Produce clear, insightful performance and service reports
Our Perfect Worker
A polished, credible leader with a passion for service excellence, you inspire high performance while maintaining the highest standards of professionalism.
Essential
- Proven leadership experience within luxury automotive, retail, or premium hospitality
- Experience managing switchboard, contact centre, or front-of-house teams
- Strong coaching and team development capability
- Experience managing KPIs and performance
- Highly organised with strong attention to detail
- Calm, decisive, and professional under pressure
- Customer-focused with commercial awareness
- Excellent communication and interpersonal skills
- IT proficiency, including CRM and Microsoft Office
- Fluent English and strong cultural awareness
Desirable
- Deep understanding of luxury customer expectations
- Confident handling of VIP and escalated enquiries
- Strong administrative accuracy
- Collaborative, proactive, and improvement-focused mindset
Key Information and Benefits
- £35,000 annual salary
- 25 days’ holiday, plus Bank Holidays
Job Ref: 1BMWF
#J-18808-Ljbffr…