Lead Contact Centre Agent

Lead Contact Centre Agent – JLR Derby  

Salary £28,000 + £10,000 OTE Bonus (Uncapped Bonus) 

Good, honest, rewarding work. It’s how we’re built. 

Our Lead Contact Centre Agents play a key role in delivering outstanding customer service, guiding our teams, and ensuring every customer receives clear, efficient, and supportive communication. You’ll lead by example—resolving queries, supporting colleagues, and helping maintain high service standards across all channels.

As part of a global, fast‑moving automotive group, you’ll work in a dynamic environment with plenty of opportunities to learn, grow, and progress.

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

• Perform high-quality vehicle maintenance and repairs, following manufacturer standards and guidelines to ensure reliability and safety
• Lead a high‑performing contact centre team to deliver excellent service across phone, email, and chat.
• Monitor daily performance and ensure customer interactions are handled promptly and professionally.
• Coach and develop team members to meet customer needs and support business goals.
• Provide regular feedback, encourage continuous improvement, and recognise strong performance.
• Support upselling and cross‑selling activities to drive customer value and revenue.
• Work with the Contact Centre Manager on resource planning, workflow, and daily operations.
• Hold regular 1‑2‑1s and performance reviews to support team development.
• Review customer trends and feedback to proactively resolve issues and prevent loss of business.
• Support recruitment, onboarding, and training of new team members.
• Deliver or assist with product, brand, and process training to keep the team up to date.
• Handle escalated or complex customer cases with professionalism and empathy.

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.

• NVQ Level 3 in Light Vehicle Maintenance & Repair or equivalent qualification
• 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.

*Terms & Conditions; Welcome bonus is available to Level 3 qualified technicians. You will receive £1,000 sign-on bonus payable after 30 days of employment, a further £500 after 90 days, and a final payment of £1000 after 6 months. Further T&C’s apply.