Contact Centre Manager

Contact Centre Manager A well‑established commercial vehicle fleet operation is seeking a Fleet Control Centre Manager to lead day‑to‑day service delivery within a busy fleet environment. This is a hands‑on, on‑site role in the Bolton area, suited to someone experienced in managing fleet‑related customer interactions, controlling VOR, and leading service teams to deliver contractual KPIs and SLAs. The role: * Manage inbound fleet service and breakdown calls, ensuring KPI and SLA performance is consistently achieved * Oversee vehicle movements, including VOR, recovery and replacement vehicles, within agreed timeframes * The contact centre manager will grow, lead and motivate a team of fleet controllers, fleet advisors and VOR controllers to deliver clear, knowledgeable fleet customer support * Act as the operational escalation point for customers, suppliers and internal stakeholders * Maintain accurate system updates, reporting and cost‑controlled frontline decision‑making * Drive continuous improvement across fleet service processes and ways of working The Contact Centre Manager should: * Have experience within commercial vehicle fleet management, automotive, or supplier‑led service environments * Ideally have a good understanding of fleet operations including breakdown control, repairs, parts and supplier coordination * Have experience as a contact centre manager, fleet control team leader, fleet maintenance control manager or team leader - supervising or leading a customer service or operations team * Be confident managing customer escalations and operational decision‑making * Be organised, commercially aware and comfortable working to strict KPIs * Be IT‑literate; experience with fleet systems such as Kerridge or R2C is advantageous The business: * A stable and established organisation operating within commercial vehicle fleet services * Working with some of the largest, well-known fleets in the UK market * Focused on VOR control, service delivery and customer performance metrics * Offers long‑term role stability within a structured operational environment and the opportunity to grow an outstanding team * Provides a competitive salary and benefits package · Please click the link to apply