BMW Group Park Lane is looking for a Switchboard Manager, working at BMW Park Lane, employed through Staffline on permanent contracts.

Your role.

As a Switchboard Manager, you'll lead the centralised customer contact function across Park Lane and Park Royal. This pivotal leadership role ensures every telephone interaction reflects a professional, efficient, and premium brand experience, while guiding a high-performing team to deliver exceptional service standards.

• Lead, coach, and develop a high-performing Switchboard team

• Manage rotas in line with demand and service expectations

• Drive quality, tone of voice, and brand standards

• Oversee daily operations, ensuring service levels are consistently met

• Monitor performance metrics, including response times and call handling

• Implement escalation and overflow processes where required

• Maintain consistent call handling standards across all sites

• Review and audit interactions to support ongoing development

• Resolve escalated or sensitive enquiries with professionalism

• Ensure accurate lead capture and seamless handover to Sales and Aftersales

• Collaborate with stakeholders to optimise customer journey and conversion

• Support campaigns, peak periods, and wider business initiatives

• Produce clear, insightful performance and service reports

Working pattern.

• 40 hours per week, Monday to Saturday , 7:45 am – 20:00 pm

• On a rota basis across Park Lane and Park Royal sites

• 25 days' annual leave, plus bank holidays

Our ideal candidate.

A Polished, credible leader with a passion for service excellence. You inspire high performance while maintaining the highest standards of professionalism.

• Proven leadership experience within luxury automotive, retail, or premium hospitality

• Experience managing switchboard, contact centre, or front-of-house teams

• Strong coaching and team development capability

• Experience managing KPIs and performance

• Highly organised with strong attention to detail

• Calm, decisive, and professional under pressure

• Customer-focused with commercial awareness

• Excellent communication and interpersonal skills

• IT proficiency, including CRM and Microsoft Office

• Fluent English and strong cultural awareness

Desirable.

• Deep understanding of luxury customer expectations

• Confident handling of VIP and escalated enquiries

• Strong administrative accuracy

• Collaborative, proactive, and improvement-focused mindset

Application Process.

If you feel you fit the above criteria, we would be delighted to hear from you, please apply on Staffline