This pivotal leadership role ensures every telephone interaction reflects a professional, efficient and premium brand experience, while guiding a high-performing team to deliver exceptional service standards.
Previous leadership experience within luxury automotive, luxury retail, or premium hospitality environments is essential.
This full-time role offers a 40-hour working week, Monday to Saturday, on a rota basis across Park Lane and Park Royal sites.
Hours of work are between 7:45am - 20:00pm depending on day and shift.
Your Time at Work
You will lead the delivery of a seamless, premium telephone experience, setting the standard for service, performance, and continuous improvement.
- Lead, coach, and develop a high-performing Switchboard team
- Manage rotas in line with demand and service expectations
- Drive call quality, tone of voice, and brand standards
- Oversee daily operations, ensuring service levels are consistently met
- Monitor performance metrics, including response times and call handling
- Implement escalation and overflow processes where required
- Maintain consistent call handling standards across all sites
- Review and audit interactions to support ongoing development
- Resolve escalated or sensitive enquiries with professionalism
- Ensure accurate lead capture and seamless handover to Sales and Aftersales
- Collaborate with stakeholders to optimise customer journey and conversion
- Support campaigns, peak periods, and wider business initiatives
- Produce clear, insightful performance and service reports
Our ideal candidate
A polished, credible leader with a passion for service excellence, you inspire high performance while maintaining the highest standards of professionalism.
Essential:
- Proven leadership experience within luxury automotive, retail, or premium hospitality
- Experience managing switchboard, contact centre, or front-of-house teams
- Strong coaching and team development capability
- Experience managing KPIs and performance
- Highly organised with strong attention to detail
- Calm, decisive, and professional under pressure
- Customer-focused with commercial awareness
- Excellent communication and interpersonal skills
- IT proficiency, including CRM and Microsoft Office
- Fluent English and strong cultural awareness
Desirable:
- Deep understanding of luxury customer expectations
- Confident handling of VIP and escalated enquiries
- Strong administrative accuracy
- Collaborative, proactive, and improvement-focused mindset
Key Information and Benefits
- £35,000 annual salary
- 25 days' holiday, plus Bank Holidays
Job Ref: 1BMWF
About Staffline
Staffline is the UK's leading provider of flexible, temporary and permanent workforce solutions, enabling over 28,000 people into good work every day. We operate at more than 350 customer sites across England, Scotland and Wales.
Please note that our job adverts are correct at the time of publication, but some details and job responsibilities are subject to change.
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Salary description
£35000.00 - £35000.00 per year