Parts Contact Centre Team Leader

Working as an integral part of the Parts leadership team alongside the Parts Manager, you will drive operational excellence within our fast-paced Trade Parts Contact Centre. Your mission is simple, deliver the very best parts supply experience to our customers and establish Thurlow Nunn as the supplier of choice across all brands. You will oversee the day-to-day desk operations, lead and inspire the Contact Centre team, enforce disciplined sales and call standards, and champion proactive customer relationship management across our multi-brand portfolio.

Key Responsibilities

• Team Supervision and Call Performance: Supervise, support and motivate the inbound/outbound Parts Contact team to meet daily service levels, SLA response times, and call handling benchmarks.
• Target Delivery and Daily DOC Tracking: Ensure both individual and team revenue and margin targets are delivered in line with Daily Operating Control (DOC) figures.
• Quality and Coaching (Stack CX): Actively utilise the Stack CX platform for structured call recording, QA evaluation, and side-by-side coaching. Provide regular, constructive feedback that sharpens commercial awareness, objection handling, and cross-brand upselling.
• Multi-brand Upselling and Campaigns: Ensure the team actively drives monthly manufacturer and trade promotions, maximising basket value and customer retention across all product ranges.
• Escalations and Problem Resolution: Handle complex or escalated customer challenges with commercial maturity and composure, achieving win-win resolutions without undermining team confidence.
• Resource and Schedule Management: Manage team rotas, breaks and desk coverage to maintain seamless phone availability throughout peak trading hours.
• Commercial Governance: Actively prepare for and participate in the weekly operational sales meetings, reporting on team KPI's, campaign uptake, and team development metrics.

What We Are Looking For

• Proven Leadership Capability: Experience supervising, mentoring, or stepping up within a busy automotive parts business, dealership parts desk, or high-volume trade contact centre.
• Commercial Acumen: Clear understanding of sales targets, margin management, and the operational mechanics of the Daily Operating Control (DOC).
• Technical and Brand Versatility: Sound knowledge of automotive parts systems (EPC's, electronic catalogues) across multi-brand environments.
• Communication and Coaching: Strong verbal communicator adept at running 1-to-1 coaching, reviewing call analytics on platforms like Stack CX, and improving team performance.
• Organisation: Disciplined planner capable of balancing floor supervision, live call flow, rota management, and customer follow-ups under pressure.