Contact Centre Manager

Brooklands Driving Experience Ltd. is looking for a confident and people-focused Contact Centre Manager to lead our Contact Centre Team at Mercedes-Benz World, Brooklands.

This is a hands-on team leader role for someone who enjoys supporting and developing others while maintaining oversight of day-to-day operations. You will be responsible for managing and guiding the team, maintaining high standards of customer service and helping drive bookings and revenue through a positive and well-managed team environment.

You will remain close to the operations, occasionally supporting calls during peak periods, but your priority is coaching, organising and supporting the team. This role suits someone who leads by example, communicates well and takes pride in delivering great customer service.

Key Responsibilities

• Lead, motivate, and support a small Contact Centre Team

• Set clear objectives and monitor performance

• Conduct regular team catch-ups and 1:1s to provide guidance, feedback and support development

• Act as an escalation point for complex or challenging customer interactions

• Ensure all customer interactions reflect high standards of professionalism, hospitality, and brand values

• Monitor and review quality of calls, emails, and bookings

• Manage resource planning, rotas, and staffing levels

• Maintain a visible presence within the team, including occasional hands-on support during busy periods

• Focus on upselling and maximising revenue within the team.

• Ensure accurate and timely reporting on calls, bookings, revenue, and KPIs

• Ensure clear, consistent communication across teams and departments

Skills & Experience

• Experience in a customer service or contact centre environment

• Experience supporting or leading a team

• Good communication and people skills

• Strong IT skills (Microsoft Office)

• Organised

Personal Qualities

• Positive, approachable and supportive

• Proactive and willing to get involved

• Detail-oriented and organised

• Team-oriented and flexible

Benefits

• On-site canteen

• Company pension scheme

• Free flu vaccinations

• Health and wellbeing programme

• Free on-site parking

• Up to 33 days annual leave

• Free annual eye test

• 20% discount on driving experiences, F1 merchandise, and onsite food and beverages

• Access to “Perks at Work” scheme

Additional information

Job Type: Full time – 5 Days per week, Monday – Friday (some weekend flexibility)

Work location: In person – KT13 0SL (hybrid possibility)

Reference: CCM102026

Safeguarding Policy

We are committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults. All candidates are subject to appropriate safeguarding checks, including an enhanced DBS check where applicable.

Job Types: Full-time, Permanent

Work Location: In person