Customer Contact Supervisor
Ignite Your Career with Partridge of Hampshire.
Are you ready to take your career to the next level with the largest BMW and MINI retailer in the UK? Where our people are just as important as our customers? Join Partridge of Hampshire, where passion meets precision and our team’s dedication fuels every drive forward.
Who We’re Looking For.
We’re on the hunt for a high-energy, people-focused professional to join our dynamic team in Chandlers Ford. If you thrive on delivering unforgettable customer experiences and are excited to work with a team as enthusiastic about BMW and MINI as you are, this is your opportunity to shine.
Why Partridge of Hampshire?
This isn’t just a job – it’s a chance to be part of a family-owned business that’s redefining the BMW and MINI experience across Hampshire. Led by Toby Partridge, whose three decades of experience with the BMW Group have established us as a regional powerhouse, our team consists of individual personalities who have passion for what they do.
Recognised as Corporate Retailer of The Year for 2024, the business has exciting plans to grow and create new opportunities for those who want to grow with us. We believe in giving back to our local community and are committed to supporting some important local causes.
What We Offer
· Work with Iconic Brands: Join a team as passionate about BMW and MINI as you are!
· Growth-Oriented Culture: We value ambition and support your career development at every step.
· Family-Owned Values: Our close-knit team is inspired by a hands-on leader who leads by example.
· Best in class: We pride ourselves that every department is ranked within the Top 15% in the country.
· Celebrate success: We recognise our successes internally with tailored staff experiences.
What is the role?
To lead and develop our Customer Contact Centre team within the BMW / MINI Group. This is an exciting opportunity for a strong leader with a passion for customer service, team performance, and operational excellence. Working closely with the Service & Parts Operations Manager, you will oversee the day-to-day operations of a fast-paced bookings team, ensuring exceptional customer experience and driving performance against key business targets.
Who you need to be?
To succeed in this role, you will be highly passionate about our brand, our standards and our vision.
Key Responsibilities
· Lead, coach, and motivate a team of Bookings Advisors to consistently exceed booking and service targets
· Manage team performance through regular coaching, training, and development planning
· Set, monitor, and drive Key Performance Indicators (KPIs) including speed to answer, conversion rates, and compliance
· Review and optimise lead management processes to improve booking conversion and efficiency
· Promote a customer-first culture, ensuring all queries and complaints are handled professionally and effectively
· Oversee workforce planning, including rotas, scheduling, and resource allocation to ensure full coverage
· Maintain high standards of CRM usage and data accuracy
· Collaborate with internal departments to resolve operational challenges and enhance service delivery
· Conduct regular performance reviews and 1:1 meetings to support team development
· Lead recruitment, onboarding, and continuous development of new and existing team members
· Track Service Leads, Calls Made and conversion to booking.
Hours
This is an onsite role, Monday – Friday from 08:00 – 18:00
Benefits
· 22 days’ annual holiday plus bank holidays
· Excellent training and career development opportunities
· Employee discount scheme
· Corporate gym rate
· Pension scheme
· Staff parking
· Annual staff party and opportunities to get involved with charitable, social, and sporting events throughout the year.
Next steps
Ready to join a team where passion meets performance? Apply today and accelerate your career with Partridge of Hampshire – your journey with us starts now! We look forward to receiving your CV and cover letter.
Pay: £32,000.00 per year
Benefits:
- Company events
- Company pension
- Employee discount
- On-site parking
Work Location: In person
