Job Description

Vines of Guildford is looking for a Contact Centre Manager.

Your role

This is a group-based role meaning that whilst you will be based in Guildford there will still be some regular travel to our sites in Gatwick and Redhill. In recognition of this, a company car will be provided, a BMW or MINI of course!

Key Responsibilities:

The Contact Centre Manager will lead, inspire, develop and grow the Contact Centre ensuring they, and the department, reach their full potential. Our Call Centre manages a high volume of inbound calls for the business, facilitates inbound requests and outbound prospecting for service bookings and is responsible for initial digital sales enquiry management.

In this role you will instil a performance culture across the team, developing training plans and working with compliance teams, to ensure service standards are implemented and upheld. You will have demonstrative experience of how you have created efficiencies by implementing changes to drive proactive improvement of customer satisfaction, customer retention, complaint management, quality, accuracy, and first contact resolution.

Salary: \xc2\xa335,000 to \xc2\xa340,000 plus a \xc2\xa35000 bonus per annum.
Hours: Monday to Friday between 8 am and 6 pm

Your profile

• The successful individual will have between 2-3 years of experience in managing or supervising in a contact/ call centre-based environment
• You will be driven by enabling your team to provide impeccable customer satisfaction and the leadership skills to recruit, motivate and retain talent in a fast-paced environment
• A proven track record of strong interpersonal and communication skills with the ability to build relationships and influence key internal stakeholders
• Positive and enthusiastic outlook with a can-do attitude
• Thrives within a results-driven and target-focused environment
• Dynamic and capable of taking ownership of multiple projects
• Ability to think strategically, lead with influence and confidently convey ideas

Rewards

Vines is not your run-of-the-mill automotive dealer, and our employees are dedicated to what they do, so we believe it is important that we give something back. As well as the usual culprits such as pension, product discounts and life assurance, we also offer:

• Company car - a BMW or MINI of course!
• 24 days of annual leave a year (plus public / bank holidays)
• We want everyone to enjoy their birthday so this is a day off each year for you.
• Healthcare Plan - A funded health cash plan which allows employees and family members to claim back the costs on their day-day health treatments.
• In addition we offer non-cash benefits, such as Virtual GP, Employee Assistance Programme (EAP) and discount platforms including gym discounts.
• Increased annual leave entitlement with length of service up to 5 days.
• Employee first culture - our mantra is Happy Staff = Happy Customers, this is driven through our employee focus groups
• We focus on career development and progression; people are at the core of everything we do. If you are looking for a career and not just a job, Vines is the right place for you
• Enhanced family friendly packages for maternity and paternity leave
• Fun staff events and nights out, a very important part of team building!
• Business causal dress code
• A great place to work, in our most recent engagement surveys our people scored us in the top 5% of businesses within a similar grouping.
• Check out our full list of benefits here: https://www.vinesgroup.co.uk/staff-benefits/vines-staff-benefits/

Manpower