Alexander Dennis
Call Centre Manager
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Call Centre Manager
Location: Farnborough
Our Vision & Why It Matters
At Alexander Dennis, our vision is to lead the evolution of sustainable on-road mass transportation and mobility.
We design, deliver, and support market-leading buses and coaches that help reduce emissions, improve air quality, and keep communities connected. Every role contributes to that mission, whether you're engineering, driving sales, improving production, or supporting our customers.
About the Role
As Call Centre Manager, you'll lead our inbound customer operation within the Commercial team (AD24), ensuring a high-quality, commercially effective service across technical, pricing, and sales enquiries.
Key Responsibilities:
- Drive performance, improve customer experience, and embed a proactive, revenue-focused culture
- Lead a team of Customer Solutions Advisors in developing capability across inbound service, technical support, pricing, and sales
- Develop outbound engagement activities to drive growth, retention, and customer value
- Balance customer experience with revenue growth while fostering continuous improvement
Requirements & Qualifications
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We're seeking a strong, commercially aware leader with experience in running customer service or contact centre operations. Key traits include:
- Ability to develop high-performing teams
- Confidence in leading change and stakeholder communication across all levels
- Proficiency in using performance insights to drive continuous improvement
- Creation of a culture blending service excellence and commercial outcomes
Additional Benefits:
Experience would be advantageous if you have:
- Background in aftermarket, parts, or technical product environments
- Exposure to bus, coach, or transport-related industries
- Strong background in outbound sales or proactive customer engagement
Our Commitment
To deliver on our vision, we prioritise supporting and inspiring our people:
- Impact: Contribute to transforming cities, improving air quality, and advancing public transport.
- Development & Growth: Opportunities for training, mentorship, and role expansion.
- Culture & Belonging: An inclusive environment where every voice is valued and respected.
- Perks & Benefits: Competitive salary, pension scheme, wellbeing support, cycle-to-work scheme, enhanced maternity and paternity benefits, and more.
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Our Values: Guiding Us
The foundation of our work is rooted in these values:
- Safety: The health and wellbeing of our team and safety of our products are paramount.
- Quality: Commitment to excellence in our products, services, and actions.
- Integrity: Honesty, transparency, and dignity in a diverse, equitable, inclusive workplace.
- Accountability: Taking responsibility for our actions to build trust and earn recognition for excellence.
- Teamwork: Collaborating with team members, suppliers, and customers to create shared value.
- Sustainability: Long-term success through responsible actions, lean manufacturing, and ethical operations.
How to Apply
If you see yourself growing within Alexander Dennis and contributing to our mission, we encourage you to apply!
Complete our online application form and attach your CV.
We value inclusion and encourage applications from individuals with diverse backgrounds.
Internal applicants: You must notify your current line manager and HR representative before applying.
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