Customer Service Team Leader

Customer Service Team Leader

About Our Client

Our client's goal is simple: to make vehicle movement easy. They are on their way to creating the leading end-to-end movement solution in the UK for their customers (such as Hertz and The AA), delivered by their network of 600+ drivers and transport agents across the UK.

Since going live in April 2018, they have acquired over 80 clients, many of whom can claim to be amongst the largest players in the UK automotive industry. They are already one of the largest competitors in their space but have ambitions to grow much further and they are crazy about sustainability. To date they have saved fleets over 3,000,000 tonnes of CO2.

They have won 7 awards, including Best Fleet Software three years in a row, a highly commended well-being award, two innovation awards, and one outstanding product of the year award.

What They Are Looking For:

They are looking for an ambitious, experienced and goals-orientated Team Leader to join their Service Delivery Team in Birmingham on a full-time contract. You will be part of the management team responsible for overseeing their internal operations to ensure they deliver a market leading service to their customers and suppliers. Guided by the Operations Manager, you will lead, manage and motivate a team of office-based Movement Experts to meet the company's goals and objectives.

What You'll Be Doing:

• Managing the individuals within the team to maximise their output.
• Set clear tasks for the team on each shift and ensure task completion.
• Drive high standards through strong leadership and consistent communication.
• Prioritise team task completion on a shift-by-shift and week-by-week basis depending on the different demands of each shift/week.
• Manage and/or help to resolve any issues, complaints or disputes with customers.
• Proven ability to lead and develop team members through effective coaching, fostering a positive work environment, and utilising strong people management skills to drive performance and engagement.
• Proactively monitor multiple tasks, foreseeing issues, prioritising urgent requests and taking action ahead of time.
• Build and then maintain relationships with customer contacts, prioritising where required.
• Ensuring that suppliers are engaged. Build and then maintain relationships with suppliers, particularly agents.
• Leading commercial discussions and negotiations with suppliers.
• Keeping unnecessary costs to a minimum.
• Understanding what makes the organisation successful and what success looks like for the company - and explaining this to the team.
• Shares company values and ambition with the wider team to enhance individual performance.
• Providing guidance to help colleagues take the right course of action.
• Take control of complex situations that your experience means you are better placed to resolve.
• Act as another pair of hands when demand requires this, helping the team.

What Characteristics Are They Looking For?

• A genuine desire to take responsibility and accountability, and a person with ambition to progress quickly in a growing business.
• Persuasive in communications with a particular focus on building trust and maintaining relationships via the phone, and the ability to change tone to suit the situation and audience.
• Positive, enthusiastic and 'can-do' attitude to work, and the strength of personality to ensure this influences the rest of your team positively.
• Commercial awareness with a proven track record of taking difficult decisions to maintain and grow profitability.
• A customer focussed attitude always seeing every situation from the customer's point of view and acting accordingly.
• Skill in people management and showing that you take enjoyment from getting the best out of a team.
• Goals orientated, a 'finisher' not a 'starter'.

Prior experience of managing a team of people to achieve their goals is essential. Beyond that, it would be advantageous to also demonstrate a proven record of:

• Contact centre experience desirable;
• Commitment to delivering customer service;
• Growing the scope of a job role;
• Choosing to take extra responsibility and accountability;
• Developing improvements to processes and procedures.

What's in it for you

Grow with them

You will be part of a growing and ambitious company! They want you to be happy and enjoy coming to work where you are surrounded by a supportive team.

In the heart of Birmingham

They are based in Birmingham city centre at Somerset House, only a 5-minute walk from Grand Central train station. In summer you can enjoy the rooftop terrace and views of the city!

Socials and more!

Social events and activities are held in the building once a month. They have quarterly company socials which in the past have been rooftop quiz nights, mini golf and a meal at Fazenda.

Fitness and wellbeing

Your wellbeing and health matters to our client. In the building there is a gym and showers that you can use before, during or after work. If you like golf, you can enjoy practising on the golf simulator too.

Time to relax

Well-deserved time off - you will get 25 days off a year plus bank holidays. You will also get an additional day with every completed year of service up to a maximum of 30 days per annum.

Join our client

If you want to be part of a forward-thinking, sustainable company and you embrace positivity, they would love to hear from you!