What the job's all about

You'll lead a customer service team supporting our long-standing automotive client, Kia. Your responsibilities include developing and supporting your team, helping them grow their confidence and skillsets, and ensuring KPIs and quality standards are met to deliver a best-in-class service every time.

This is a fast-paced, hands-on role. The team handles a high volume of calls, emails, and messages, often under pressure. Your ability to manage workloads, keep morale high, and support team members through difficult interactions is key.

You'll be present on the floor, provide guidance during escalated or complex cases, and help your team stay focused, motivated, and on track.

You'll need to be confident working across multiple systems, interpreting data, and spotting performance trends. Being comfortable with technology, quick-thinking, and able to use reporting tools effectively is essential.

To set you up for success, the successful candidate will undergo a structured onboarding process, including two to three weeks of advisor training and a week in grad bay. This will give you valuable insight into daily advisor activities, systems, call types, and escalation management. It's a great opportunity to build credibility with your team and get up to speed before fully stepping into the leadership role.

We're looking for someone who is:

• A strong, assertive leader with excellent pastoral care skills
• Must have experience managing a team within a contact centre environment
• Resilient, organized, and able to work under pressure
• Comfortable using multiple systems, with a good understanding of reports and data
• An excellent communicator who can adapt their approach to different situations
• Calm and solution-focused during customer escalations
• A supportive team player who enjoys helping others thrive

Start date: End of September

We're ROI, partnering with around 70% of the biggest names in the automotive industry, helping to drive sales, deliver customer experiences, connect buyers with brands through smart marketing, and transform businesses through tech. We solve problems, spark innovation, and support customers at every step.

We're now looking for a strong, assertive Team Manager to lead and support a team of 8 to 9 Customer Service Advisors. You'll be a trusted pastoral leader, confident and resilient enough to manage challenges and help your team deliver quality customer service daily.

What you'll get in return:

• Hybrid working (two days from home, three in the office) once training is complete
• £500 per year for your mental or physical wellbeing (gym membership, sports kit, wellness app, healthcare for dependants)
• Regular team socials and events
• Generous annual leave, increasing with service length
• An extra day off (plus a treat) on your birthday
• Private healthcare plan
• Education bursaries for hobbies or professional development
• Company pension scheme
• Staff car discount schemes and free on-site parking