Halfords

About us 

At Halfords, our mission is to inspire and support a lifetime of motoring and cycling. As a specialist retailer, we lead the market through customer-driven innovation and a distinct product range. We are dedicated to providing our customers with an integrated, unique, and convenient service experience, from e-bike and electric vehicle servicing to on-demand solutions. Our commitment is to foster customer loyalty by offering compelling reasons to keep coming back to our stores, ensuring a lifetime of motoring and cycling enjoyment. 

The teams at our Support Centre work with every other area of our business, putting them at the heart of the action and playing a key role in our success and growth. Everyone brings their individual knowledge and experience to work every day, working as one team to keep things moving smoothly. 

If you’re willing to get stuck in, you’ll love it here too. So put yourself at the heart of a dynamic, fast-paced working environment where expertise and focus take people far. 

Annual Salary: £43,000 

The role 

As Outsource Performance Manager at Halfords, you’ll take full ownership of the day-to-day operational performance of our outsourced contact centre partners across India and South Africa. Acting as the primary point of contact, you’ll be accountable for ensuring service delivery meets our Group KPIs, from call answer rates and first contact resolution to broader customer experience measures. This is a high-visibility role where you’ll work closely with our Senior Customer Service Manager and external partners to deliver consistent, best-in-class service. 

You’ll spend your time deep in the detail of performance, reviewing RAG statuses, analysing KPIs and NPS trends, listening to calls, leading weekly business reviews, and working with your direct report to commission detailed analytics deep dives where needed. You’ll manage performance, challenge resource plans, hold operational leaders to account, and ensure risks are identified early with clear corrective action in place. Alongside this, you’ll play a key role in reward and recognition, performance conversations, and driving a culture of continuous improvement across multiple locations and time zones. 

This is a role for someone who enjoys both strategy and execution. You’ll influence how we evolve our outsourced contact centre model, shape the future customer journey at Halfords, and build strong, credible relationships with senior stakeholders and partner teams. With regular travel to India and South Africa, the opportunity to put your own stamp on performance strategy, and real scope for personal development, it’s a challenging but highly rewarding role for someone motivated by impact, accountability, and long-term improvement. 

Key responsibilities 

• Own the day-to-day operational performance of outsourced contact centre partners across India and South Africa. 

• Hold partners accountable against agreed KPIs including Call Answer Rate, First Contact Resolution, NPS and overall customer experience measures. 

• Monitor RAG statuses and performance dashboards, prioritising focus areas to drive the right customer outcomes. 

• Lead daily operational calls and weekly business reviews, presenting performance insights and agreed actions. 

• Commission and interpret deep-dive analysis through your direct report to identify root causes and improvement opportunities. 

• Listen to customer calls and review quality outputs to validate performance and identify coaching or process gaps. 

• Manage intraday and short-term resource performance in partnership with Planning teams to ensure service levels are maintained. 

• Identify operational, customer or reputational risks early and implement corrective action plans. 

• Drive continuous improvement initiatives with outsourced Operations Managers, tracking glidepaths and performance recovery plans. 

• Champion reward and recognition, supporting performance management conversations to drive accountability and engagement. 

• Act as the conduit for business change into outsource partners, ensuring new processes and initiatives land effectively. 

• Build strong relationships with internal stakeholders across IT, Quality, Training and wider business functions to enable delivery success. 

About you  

• Proven experience in a Contact Centre environment, with accountability for operational performance and customer outcomes. 

• Experience leading or influencing performance management conversations, comfortable holding others to account against KPIs. 

• Strong stakeholder management skills, able to present confidently, challenge constructively, and build credibility across multiple levels and locations. 

• Demonstrable track record of improving customer experience measures (e.g. NPS, FCR, service levels) through data-led insight and action. 

• Highly analytical with meticulous attention to detail, able to interpret KPIs, conduct root cause analysis and turn insight into clear improvement plans. 

• Resilient and adaptable, comfortable managing performance across different cultures, time zones and challenging circumstances. 

• Flexible in approach, willing to travel internationally (India and South Africa) and adjust working hours when required. 

• Self-motivated and strategic in mindset, focused on long-term improvement through structured, controlled change rather than quick fixes. 

Reward & benefits  

• A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, pension, life assurance, 25 days annual leave plus bank holidays and enhanced family leave. 

• Commitment and dedication to your ongoing personal and professional development. We help you to own and grow your potential so you can be at your best in your current role and to support your future career aspirations. 

• We offer hybrid working with a blend of working in our Support Centre and from home.   

• You will have access to a wealth of employee discounts across the Halfords suite of products and services.  

• Wellbeing and inclusion are at the heart of our colleague experience. We offer resources and ongoing support to enhance your wellbeing at work and active Colleague Networks supporting inclusion initiatives across Halfords.