Overview
We are seeking an experienced and dynamic Call Centre Manager to lead our customer service team. The successful candidate will be responsible for overseeing daily operations, ensuring high-quality service delivery, and fostering a positive environment for staff and clients alike. Fluency in English, along with strong leadership and communication skills, are essential. Multilingual abilities will be considered a significant advantage. This role offers an exciting opportunity to manage a diverse team within a fast-paced environment, contributing to the organisation’s reputation for excellence.
Call Centre Manager (Customer Service & Complaints)
Location: Hayes, Greater London
Hours: Monday to Friday, 8:00am – 5:00pm
We are a leading Vehicle Accident Repair company seeking an experienced and driven Call Centre Manager to lead our busy customer service team based in Hayes. This is an excellent opportunity for a proactive leader who thrives in a fast-paced environment and is passionate about delivering exceptional customer service, including effective complaint resolution.
Role Purpose
To lead and manage the call centre team in identifying and capturing all work opportunities, ensuring outcomes are delivered to a high standard and meet both customer and company expectations. You will also oversee the handling and resolution of customer complaints, ensuring a positive customer experience at all times.
Key Responsibilities
- Manage and supervise the daily operations of the call centre team, ensuring efficiency and adherence to company standards
- Act as the first point of escalation for customer complaints, ensuring timely and effective resolution
- Drive performance by monitoring call centre metrics and implementing improvements
- Lead, coach, and develop team members to achieve high performance and excellent customer service
- Oversee outbound calls to convert notifications of loss into confirmed bookings
- Ensure all customer interactions are handled professionally, proactively, and courteously
- Allocate work effectively across sites, managing workflow and capacity
- Ensure accurate logging of calls, outcomes, and documentation within company systems
- Maintain strong communication between departments to ensure seamless service delivery
- Ensure compliance with company policies, GDPR, and Health & Safety regulations
- Support recruitment, onboarding, and ongoing training of staff
Key Tasks
- Convert inbound and outbound enquiries into confirmed bookings
- Manage and monitor customer queries and escalate where necessary
- Oversee complaint handling processes and continuous improvement initiatives
- Ensure customer contact is maintained throughout the booking process
- Maintain up-to-date knowledge of internal systems (e.g. Veetec) and insurer agreements
- Ensure administrative processes are followed efficiently and accurately
Skills & Experience
- Proven experience in a call centre management or senior supervisory role
- Strong experience handling customer complaints and escalations
- Excellent leadership and team development skills
- Strong analytical ability with experience using performance data to drive improvements
- Exceptional communication skills (multilingual, including Spanish, is desirable)
- Highly organised with the ability to manage multiple priorities
- Solid understanding of customer service agreements, ideally within insurance or automotive sectors
Personal Attributes
- Positive, professional, and respectful approach under all circumstances
- Strong decision-making and problem-solving skills
- Ability to manage difficult situations calmly and effectively
- Flexible, punctual, and adaptable to changing business needs
- Customer-focused with a commitment to delivering outstanding service
Pay: From £30,000.00 per year
Work Location: In person
