Contact Centre Manager
A well‑established commercial vehicle fleet operation is seeking a Fleet Control Centre Manager to lead day‑to‑day service delivery within a busy fleet environment.
This is a hands‑on, on‑site role in the Bolton area, suited to someone experienced in managing fleet‑related customer interactions, controlling VOR, and leading service teams to deliver contractual KPIs and SLAs.
The role:
- Manage inbound fleet service and breakdown calls, ensuring KPI and SLA performance is consistently achieved
- Oversee vehicle movements, including VOR, recovery and replacement vehicles, within agreed timeframes
- The contact centre manager will grow, lead and motivate a team of fleet controllers, fleet advisors and VOR controllers to deliver clear, knowledgeable fleet customer support
- Act as the operational escalation point for customers, suppliers and internal stakeholders
- Maintain accurate system updates, reporting and cost‑controlled frontline decision‑making
- Drive continuous improvement across fleet service processes and ways of working
The Contact Centre Manager should:
- Have experience within commercial vehicle fleet management, automotive, or supplier‑led service environments
- Ideally have a good understanding of fleet operations including breakdown control, repairs, parts and supplier coordination
- Have experience as a contact centre manager, fleet control team leader, fleet maintenance control manager or team leader - supervising or leading a customer service or operations team
- Be confident managing customer escalations and operational decision‑making
- Be organised, commercially aware and comfortable working to strict KPIs
- Be IT‑literate; experience with fleet systems such as Kerridge or R2C is advantageous
The business:
- A stable and established organisation operating within commercial vehicle fleet services
- Working with some of the largest, well‑known fleets in the UK market
- Focused on VOR control, service delivery and customer performance metrics
- Offers long‑term role stability within a structured operational environment and the opportunity to grow an outstanding team
- Provides a competitive salary and benefits package
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