Call Centre Manager

Job Title: 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.

What You'll Do

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. You'll be responsible for driving performance, improving customer experience, and embedding a proactive, revenue-focused culture.

Leading a team of Customer Solutions Advisors, you'll build capability across inbound service, technical support, pricing, and sales while developing outbound engagement activity to drive growth, retention, and customer value.

What We're Looking For

We're looking for a strong, commercially aware leader with experience running customer service or contact centre operations. You'll bring the ability to develop high-performing teams, balance customer experience with revenue growth, and use performance insight to drive continuous improvement.

You'll be confident leading change, communicating with stakeholders at all levels, and creating a culture that blends service excellence with commercial outcomes.

Bonus if you have:

• Experience in aftermarket, parts, or technical product environments
• Exposure to bus, coach, or transport-related industries
• Strong background in outbound sales or proactive customer engagement strategies

What We Offer

Because we know that to deliver on our vision, people have to feel supported and inspired:

Impact

Be part of something that's changing cities, improving air quality, helping public transport evolve.

Development & Growth

Training programmes, mentorship, opportunities to take on new roles, broaden skills.

Culture & Belonging

An inclusive environment; your voice matters; we treat people fairly.

Perks & Benefits:

• Competitive salary
• pension
• wellbeing support
• cycle to work scheme
• enhanced maternity and paternity benefits

Our Values - What Guides Us

These are more than words on a page, they shape how we work, what we stand for, and how we build trust with our customers, communities, and each other.

Safety:

The health and wellbeing of our team members, and the safety of our products, are our top priority.

Quality:

We strive for excellence in our products, services, and all that we do.

Integrity:

We act with honesty, transparency and integrity, treating each other with respect in a diverse, equitable and inclusive workplace.

Accountability:

We take responsibility for our actions, seeking to build trust and earn a reputation for excellence and reliability.

Teamwork:

We work with our team members, our supplier partners, and our customers to pursue mutual benefits.

Sustainability:

We seek long term success for our business, our communities, and the environment through responsible sourcing, lean manufacturing, and sustainable operations.

We care deeply about being inclusive and we encourage applications from people with diverse backgrounds and experiences.

Internal applicant note: If you are an internal applicant, you have a responsibility to inform your current line/department manager and local human resources representative before applying for the role.