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Team Leader

3 months ago

Leicester, Leicester, United Kingdom Tate Recruitment Limited Full time

JOB TITLE:
Team Leader (Inbound Customer Services)

BASED IN:
Europcar Leicester HQ - LE1 4

JS

SALARY:
£27,545

HOURS:
40 hours per week (Full time) Monday to Friday 8am-6pm (ad-hoc weekends)

Company Summary


Here at Tate Recruitment, we are proud to be collaborating with an industry leader, Europcar Mobility Group Europcar Mobility Group is a global mobility services provider with a leading position in Europe.


Europcar Mobility Group offers to individuals and businesses a wide range of car and van rental services, be it for a few hours, a few days, a week, a month or more, on-demand or on subscription, relying on a fleet of more than vehicles, equipped with the latest engines including more and more electric vehicles.

Europcar is a fantastic employer to join if you're looking to build a long term career and develop your skills.


Role Summary


Tate Recruitment are recruiting exclusively on behalf of Europcar Mobility Group, searching for top talent to join their brilliant organisation.


We are currently recruiting for a Team Leader for Customer Support Centre, based within Business Services at Europcar's Leicester HQ.

The Team Leader will be responsible through commitment and flexibility to motivate and develop a team to deliver contractual Key Performance Indicators, whilst ensuring the customer receives above and beyond their general expectations.


Key Tasks and Responsibilities

  • Support the Customer Relationship Manager and perform management duties when Manager is absent or out of office
  • Provide motivation to team members, including communicating team goals, deadlines and identifying areas for new training or skill checks
  • Conduct team meetings to update members on best practices and continuing expectations
  • Ensure company brand materials and physical working spaces meet and exceed company presentation standards
  • Work with Operations, Sales and other key departments to ensure delivery of contracted terms (e.g. non turn downs, supplementary paperwork adherence, telephony service levels, etc)
  • Manage agent performance to ensure achievement of Key Performance Indicators
  • To be confident to follow through with action following poor performance with PIP/PDP & disciplinary
  • Coach, develop and mentor agents and nurture an environment where they can excel through encouragement and empowerment
  • Ensure agents accurately record & complete daily tasks
  • Conduct regular onetoone sessions and annual performance reviews
  • Ensure all RTW and Time Keeping forms are completed when required
  • Work with Internal/External departments, Operations and Colleagues to provide solutions for Europcar's customers

Skills Required:

  • The ability to work with staff at all levels
  • A naturally helpful, outgoing, confident, friendly and enthusiastic approach to their work and their colleagues
  • A 'can do' approach to going the extra mile for both staff and customers
  • Ability to work in a pressurised environment working quickly and effectively to meet required standards
  • Excellent administrative skills
  • Planning and time management skills
  • Ability to encourage, motivate, coach and inspire people
  • Ensuring that a professional and courteous image is portrayed at all times
  • Provides clear direction that others follow whilst being approachable at all times
  • An ability to manage own workload and that of others to meet deadlines
  • Ability to work as part of a team to meet business objectives
  • IT literate
  • Excellent time management and organisational skills

Benefits

  • Competitive Salary
  • Starting on 6 weeks holiday (including bank holidays), increasing with length of service
  • Free on site car parking via a rota
  • Pension and a life insurance scheme
  • Discounted car hire rates across our network
  • 20% discount on EE mobile phone contracts
  • Discounted hotel rates through the Accor Group after 12 months service
  • Cycle2Work
  • Free annual eye tests
  • Confidential legal and support service through BUPA
  • Career progression and development
Tate is acting as an Employment Business in relation to this vacancy.