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Vines of Guildford have an exciting opportunity for an experienced Contact Centre Operations Manager to join the team. Vines Group are a privately owned franchise business with retailers in the South of England, in 2020 we celebrated 40 years in association with BMW and MINI.

Key Responsibilities

The Contact Centre Operations Manager will lead, inspire, develop and grow the Customer Services team of 10 ensuring they, and the department, reach their full potential. Our Call Centre manages all inbound calls for the business, facilitates inbound requests and outbound prospecting for service bookings and is responsible for initial digital sales enquiry management.
Reporting to the Group Marketing Manager, 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 upheld. You will have demonstrative experience of how you have created efficiencies by implementing changes to processes to drive proactive improvement of customer satisfaction, customer retention, complaint management, quality, accuracy, and first contact resolution.

Skills Knowledge and Expertise

The successful individual will have between 3 & 5 years? of experience in managing or supervising Customer Services Operations in a contact/ call centre-based environment.
You will be driven by enabling the team to provide impeccable customer satisfaction and possess the leadership skills to recruit, motivate and retain talent.

Benefits

At Vines, our people work hard so we make sure we offer a competitive benefits package

• 24 days? holiday for full time employees plus an extra day off for your birthday (excluding bank holidays)


• Pension & Life assurance


• Staff car leasing scheme - The ability for employee?s and their family members to get fantastic lease deals (which includes no deposit) on BMW and MINI models.


• Discounts on new and used cars and bikes, parts and servicing


• Training at BMW UK Academy


• Bike2Work scheme


• Discounts with a number of high street retailers


• Employee and Customer Referral schemes


• Give as You Earn


• Long Service Scheme


• CBT Motorcycle Training Voucher


• Business Casual Dress Code

About Vines Group

As well as having the opportunity to work for the iconic BMW and MINI brands you will be part of a successful privately-owned business where our people are our greatest asset.
Our mission is ?to inspire each other to delight our customers?, we do this through our ?Winning Together? brand values;

• Working as One Team


• Being Warm and Welcoming


• Doing what you say you will do

The motor trade is a tough, highly competitive market, but we believe it?s these values which makes us successful.
We all want to be proud of the company we work for and Vines have a great reputation of just that. We want people that not only share our commitment to working hard, but also a commitment to each other. That's why we want individuals that share in one another's success, and have a true belief in what they do.