Performance Manager - Redditch

Halfords Autocentres
£25000 - £30000 Per Annum
30 Sep 2017
21 Oct 2017
Contract Type
Full Time

About The Role
Halfords Autocentresare a Top 30 Sunday Times employer, we have an opportunity for a Performance Manager to join our Contact Centre and Customer Service Team. This role will be based in our Support Centre in Redditch reporting in to the Customer Contact Manager.

What is the purpose of the role?

As the Performance Manager, you will provide technical and management support to the customer service and contact centre teams in order to increase customer patronage and loyalty through optimised sales opportunities, enhanced complaint resolution, and prevention of issues through identification, investigation and reporting of technical issues; you will be part of a top performing team continually striving to deliver an exceptional customer experience.

What will the role involve?

You role as Performance Manager will be to provide leadership support to the contact centre and customer service teams ensuring a high standard of delivery and performance, through the provision of technical advice to all team members supporting complaint investigations and provision of quotes.

Part of your role as Performance Manager will be to develop technical expertise within the team through training with the ability to inspect and assess vehicle repairs and services to ensure work has been appropriately conducted.

You will also take a leading role in the operational management of the centre developing our forecasting, reporting and telephony solutions to enhance the performance of the team.

What skills are we looking for?

To be successful in the role you will have previous management and Autocentre experience, ideally with some experience of resource planning in a Contact Centre environment. You will have Technical knowledge, trained to level 3 in light vehicle maintenance, excellent communication and customer service skills and the ability to manipulate and analyse data.

You will be a role model leader and able to demonstrate experience of dealing with difficult situations whilst remaining professional, tactful and calm. You will be able to work effectively as a team and deal with key stakeholders at a senior level.

What's in it for me?

In return, we will offer the successful Performance Manager a competitive salary and extensive benefits, including a Childcare Voucher Scheme, Pension Scheme and countless Training and Progression opportunities.

Halfords Autocentres reserve the right to close this position before the published closing date, should the need occur. We therefore advise that you complete and submit your application as soon as possible.

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