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Job Description:

As we transition to a lane-based operating model, we’re strengthening leadership across our inbound operations. The Customer Service Manager will lead the Inbound Call Lines lane — ensuring customers receive clear, timely and professional support, supported by strong telephony performance and a confident team environment.

You will be the heartbeat of our inbound Tyre Services operation — leading a team that represents the first experience many customers have of our service. This is your chance to build a best-in-class inbound operation within a highly supportive, transformation-focused environment.

This role requires an energetic, people-centred leader who understands how to run high-volume inbound teams while improving resilience, service quality and first-time resolution.

About Us
With over 35 years of experience in outsourced maintenance services for the automotive sector, at i247 Group everything We Do’ is guided by our core values: People, Passion, Delivery and Solutions.

• We believe in the power of our people— recognising them as our greatest asset and investing in their growth and well-being.
• We’re driven by passion—to do better, go further, and make a meaningful impact.
• And we consistently deliver—finding smart solutions that keep our clients’ vehicles and drivers moving.

What will I be doing?
You will be leading a team built upon both a reactive & proactive approach to Customer Service.

Key responsibilities include:

Operational Leadership

• Manage day-to-day performance of the inbound lane, ensuring KPIs are consistently achieved (ASA, Abandonment, QA scoring, adherence).
• Lead, coach and develop Team Leads and specialists across inbound workflows.
• Ensure accurate triage, routing and booking decisions, reducing rework and customer escalations.

Continuous Improvement

• Identify service gaps across telephony, inbound workflows and customer handling, driving
• Improvements through proactive root-cause actions.
• Partner with Senior CSMs, Team Leads and Support functions to streamline processes and eliminate Hand-offs.

Data, Telephony & Reporting

• Use telephony dashboards and real-time data to make proactive decisions and improve efficiency.
• Ensure daily/weekly inbound performance is communicated clearly across the lane and to senior stakeholders.

People & Culture

• Build a supportive, high-performance environment where individuals understand expectations and feel empowered to act.
• Uphold a culture centred on clarity, coaching, accountability and continuous learning.

Customer Experience

• Champion customer outcomes by ensuring inbound cases are resolved swiftly and accurately.
• Encourage consistent communication and ownership throughout the customer journey.

Where and when will I work?
You’ll work full time on an 8-hour shift Monday-Friday scheduled between 7am and 7pm at our office in Poole.

Why Join the Team?
We know that great work happens when you enjoy what you do and feel connected to the people around you. That’s why we invest in a culture that brings people together. With an Employee Net Promoter Score of 9.14/10 and an internal eNPS of 66 (50+ is excellent), our team feedback speaks for itself. We celebrate wins, support each other, and there is always something exciting happening.

Here are just some of the benefits of working with us;

Bonus Scheme – Earn rewards for your hard work. Our bonus scheme is designed to recognise and appreciate your contributions to the company's success.

Discounted Gym Membership – Wellness that works for you

Cycle to Work Scheme and Free Nearby Parking – Making your commute easy

Regular Treats and Incentives – We love a bit of friendly competition and take a personalised approach to recognising your efforts with our ‘treat’ scheme (you tell us what you like, and we’ll reward you with it!)

Supportive Management – Approachable, friendly, and always in your corner

Quarterly Events & Charity Involvement – From team socials to our infamous Christmas party

Birthday Day Off – Paid day off to celebrate YOU (after one year of employment)

Dress for Your Day – Casual, comfortable, and confident

Employee Assistance Programme, Mental Health First Aiders & Neurodiversity Champion – For support when you need it

Career Development – We grow when you do

About You

• Minimum GCSE in English and Maths at Grade C or Equivalent.
• Experience managing inbound contact centre operations or similar customer service environments.
• Strong telephony awareness: forecasting, resourcing, line management and incident response.
• Confident people leader who brings energy, coaching and performance mindset to every interaction.
• Sharp operational instincts and ability to make decisions quickly using data.
• Calm under pressure and adept at navigating peaks, complex cases or unexpected issues.Experience in high-urgency inbound operations, emergency triage or similar environments.
• Embrace our ‘we do’ philosophy and take ownership to deliver; proactively contributing as part of the wider team to achieve company objectives.

Does this sound like you? Apply now!

If you’re ready to join a thriving business that puts its people first and values the difference we make, then get in touch today!

Whilst we would love to be able to respond to every application we receive, it isn’t always possible due to the high volume we receive each day. If you have not heard from us within 7 working days, please assume that your application has not been successful.

Benefits:

• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Free parking
• Referral programme

Job Types: Full-time, Permanent

Benefits:

• Casual dress
• Company events
• Free parking
• On-site parking
• Referral programme

Application question(s):

• Please provide your email address for the next stage of the recruitment process

Experience:

• Management: 1 year (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person