Job Description:

Contact Centre Team Leader – Chelmsford

Basic Salary £30,576 with OTE bonus of £9,600

Drive your career forward with a role that genuinely rewards your skills.

We believe in good, honest, rewarding work - and this role gives you the chance to make a real impact every day.

As a Contact Centre Team Leader, you’ll play a crucial part in delivering an exceptional customer experience. You’ll coach, motivate, and support a team of advisors to provide clear, efficient, and helpful communication across all customer channels. Leading by example, you’ll handle escalated queries, guide colleagues, and help maintain consistently high service standards.

This is a great opportunity for someone who loves people leadership, thrives in a fast‑moving environment, and wants to be part of a respected automotive brand.

What we can offer you   

• Enjoy 33 days of annual leave (including bank holidays) to rest and recharge
• Save money every day with our exclusive retail discounts
• Drive a great deal with discounts on new and used cars, plus servicing offers
• Plan for the years ahead with our company pension scheme
• Balance home and work with our industry-leading family-friendly policies designed to help you spend more time with the people that matter
• Commute for less with our cycle-to-work scheme
• Prioritise your wellbeing with dedicated support for you and your family
• 24/7 access to healthcare professionals, ensuring you get the expert advice you need quickly and easily
• Make a difference with a paid day to volunteer in your community
• Invest in your future with our company share purchase plan
• Earn financial rewards when you refer a friend to join the team
• Keep learning and growing with our training and development opportunities for everyone.
• Life assurance with the option to increase cover
• We’re open to flexible working options – just ask

What you’ll do day to day

• Lead, coach, and develop a high-performing contact centre team, providing regular feedback, 1-2-1s, performance reviews, and recognition to support excellent customer service and business objectives.
• Oversee daily contact centre operations, including performance monitoring, resource planning, workflow management, and ensuring customer interactions across phone, email, and chat are handled promptly and professionally.
• Drive customer retention and revenue growth by supporting upselling and cross-selling activities, analysing customer feedback and trends, and proactively resolving issues, including complex or escalated cases.
• Support recruitment, onboarding, and ongoing training, delivering product, brand, and process knowledge to ensure team members remain skilled, engaged, and up to date.

Helpful skills and qualifications

Don’t worry about ticking off every single skill here − if you care about delivering great experiences as much as we do, we want to hear from you.

• Applicants should demonstrate strong managerial experience, preferably from a Contact Centre setting.

• Strong communication skills with the ability to build trust and rapport.

• Customer‑focused mindset and passion for delivering exceptional service.

• Ability to prioritise workload, multitask, and work well under pressure.

• Confident using multiple IT systems and CRM software.

• Able to work independently and collaboratively in a team environment.

• High attention to detail and accuracy.

• Strong decision‑making skills and ability to think on your feet.

• Proactive problem‑solver with a positive, solution‑focused approach.

• Adaptable to changing business needs, technologies, and priorities.

We value diversity and believe it strengthens our team. If you don’t meet every requirement listed but are enthusiastic about this role and eager to learn, we encourage you to apply.

Be part of something big

Group 1 Automotive is on an exciting growth journey. We are home to over 7000 colleagues dedicated to providing exceptional customer service, with 114 dealerships in the UK, representing 21 brands at the forefront of automotive retail.

But you don’t need to love cars to work with us - just need to share our mission to create outstanding and trusted experiences for our customers, our partners, and our people

Our Values

At Group 1 Automotive we pride ourselves on our five core values that are incorporated in all we that do.

Respect - Integrity - Transparency - Teamwork – Professionalism

These are the principles that every member of our team lives by, whether that be business functions, customer interactions, how we interact with the local community and even how we view each other in the team.