Who are we?
i247 Group provides specialised fleet management services and custom software solutions for complex automotive fleet needs. Operating 24/7 from its base in Poole, Dorset, the company offers fully managed, customer-focused solutions to the leasing and fleet marketplace. By leveraging EV, Connected Car, and AI technologies, the company helps clients optimize vehicle uptime, reduce maintenance costs, and evolve their offerings. With an in-house software development team, i247 Group delivers tailored services and innovative technology solutions to meet the evolving demands of its customers.
Purpose of the Role
As we transition to a lane-based operating model, we’re strengthening leadership across our inbound
operations. The Customer Service Manager will lead the Inbound Call Lines lane — ensuring
customers receive clear, timely and professional support, supported by strong telephony performance
and a confident team environment.
This role requires an energetic, people-centred leader who understands how to run high-volume
inbound teams while improving resilience, service quality and first-time resolution.
Location
This is an office based role. We are based near Fleetsbridge in Poole (BH15 3YS)
Key Responsibilities
Operational Leadership
– Manage day-to-day performance of the inbound lane, ensuring KPIs are consistently achieved (ASA,
Abandonment, QA scoring, adherence).
– Lead, coach and develop Team Leads and specialists across inbound workflows.
– Ensure accurate triage, routing and booking decisions, reducing rework and customer escalations.
Continuous Improvement
– Identify service gaps across telephony, inbound workflows and customer handling, driving
improvements through proactive root-cause actions.
– Partner with Senior CSMs, Team Leads and Support functions to streamline processes and eliminate
hand-offs.
Data, Telephony & Reporting
– Use telephony dashboards and real-time data to make proactive decisions and improve efficiency.
– Ensure daily/weekly inbound performance is communicated clearly across the lane and to senior
stakeholders.
People & Culture
– Build a supportive, high-performance environment where individuals understand expectations and feel
empowered to act.
– Uphold a culture centred on clarity, coaching, accountability and continuous learning.
Customer Experience
– Champion customer outcomes by ensuring inbound cases are resolved swiftly and accurately.
– Encourage consistent communication and ownership throughout the customer journey.
About You
– Experience managing inbound contact centre operations or similar customer service environments.
– Strong telephony awareness: forecasting, resourcing, line management and incident response.
– Confident people leader who brings energy, coaching and performance mindset to every interaction.
– Sharp operational instincts and ability to make decisions quickly using data.
– Calm under pressure and adept at navigating peaks, complex cases or unexpected issues.
Success Measures
– Consistent achievement (or improvement) of inbound KPIs.
– Reduction in escalations, abandoned calls and repeat contact.
– A motivated and well-developed inbound team with clear role ownership.
– Stronger telephony resilience and predictable service outcomes.
Why This Role Matters
You will be the heartbeat of our inbound Tyre Services operation — leading a team that represents the
first experience many customers have of our service. This is your chance to build a best-in-class
inbound operation within a highly supportive, transformation-focused environment.
If you’re interested and feel this role could be a good fit, please send your CV along with a cover letter to recruitment@i247group.com.
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