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Contact Centre Supervisor

Department: Contact Centre / Business Development / Customer Experience

Reports To: Aftersales Manager / Head of Business / Contact Centre Manager

Role Purpose

The Contact Centre Supervisor is responsible for leading and supporting a team of Contact Centre / BDC Advisors to maximise appointment conversion, customer engagement, and lead handling quality across sales and aftersales. The role ensures high standards of performance, compliance, and customer experience in line with manufacturer and group expectations.

Key Duties & Responsibilities

Team Leadership & Performance

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Supervise, motivate, and develop Contact Centre / BDC Advisors

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Manage daily workloads, call volumes, rotas, and performance standards

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Conduct regular 1–1s, performance reviews, and coaching sessions

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Support recruitment, onboarding, and training of new team members

Operational Management

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Oversee inbound and outbound contact activity across sales, service, MOT, and follow-up campaigns

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Ensure leads, enquiries, and appointments are handled efficiently and within SLA times

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Monitor call quality, scripts, and customer interactions

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Ensure accurate CRM usage and data capture

Performance & KPI Management

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Drive key KPIs including contact rates, appointment conversion, show rates, and retention

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Produce and analyse performance reports for senior management

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Implement action plans to improve results and efficiency

Customer Experience

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Ensure consistently high levels of customer service and professionalism

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Handle escalated customer queries or complaints

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Ensure all customer interactions align with brand and manufacturer standards

Compliance & Governance

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Ensure compliance with FCA regulations, GDPR, Consumer Duty, and data protection requirements

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Maintain audit-ready processes and documentation

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Ensure all contact activity is compliant and appropriately recorded

Stakeholder Communication

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Liaise closely with Sales, Aftersales, and Management teams

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Ensure smooth handover of appointments and leads to departments

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Support manufacturer contact centre standards and audits

Skills, Knowledge & Experience

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Previous experience in a Contact Centre Supervisor / Team Leader role

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Motor trade or automotive retail experience highly desirable

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Strong understanding of CRM systems and telephony platforms

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Confident in performance management and coaching

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Strong organisational and communication skills

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Good understanding of FCA and GDPR requirements

Personal Attributes

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Results-driven with a strong customer focus

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Professional, calm, and approachable leadership style

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Highly organised with strong attention to detail

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Able to manage multiple priorities in a fast-paced environment