Customer Service Team Manager

AFTERNOON SHIFT PATTERN: Starting between 2pm & 5pm

Up to 30k per annum starting salary, plus bonuses & shift allowances

Are you an resilient & passionate customer service manager?

If you enjoy solving challenges & helping people - we want to work with you

About Us

Getting London around safely and in style since 1975. For business or leisure, we want all our passengers to enjoy an exceptional experience when they travel with Addison Lee. As the capital's leading passenger car service, we see ourselves as an integral part of the London transport network.

We are not just experts in moving people - we have the largest same day courier fleet in London. From parcel collection and delivery, urgent same-day couriers to next day couriers, our dedicated courier fleet of bicycles, cars, motorbikes, and vans are at your service for anything you need to courier, from small parcel collections to bulky deliveries.

Addison Lee is once again under the leadership of the founding family. With this there has been a return to the core principles where both the passenger and driver experience are considered fundamental to business success, as well as repositioning Addison Lee as a London centric transportation business.

Our people matter. Our dedicated team has years of expertise. We take the time to understand our clients' priorities and challenges, and work with them to deliver tailored solutions to meet their needs. We understand the importance of consistency and reliability in our service - and we never compromise on this.

We believe that taxi and minicabs journeys can be so much more than just a means to an end. Our mission is for our clients and drivers to experience extraordinarily high standards, and by allying the latest technologies with traditional client service values, we cannot only disrupt the industry, we can revolutionise it.

Requirements

Addison Lee have been London's most trusted car service for almost five decades now, after our establishment in 1975, as a family run business. Today, we are proud to hold prestigious partnerships with many high-profile customers, providing a range of services which include, passenger cars, courier services, business trips, airport runs, coaches, and events.

Our strength is in our employees, who all hail from different backgrounds. We aim to work with driven and innovative people with an entrepreneurial spirit who can flourish when given freedom and responsibility.

Job Description

The 'At Your Service Centre' in Peterborough, is the global hub for customer service, at Addison Lee

As a Customer Service Team Manager, you will be an integral part of our vibrant, fast-paced, service support team, helping us to deliver an outstanding customer experience to internal and external customers.

You will be a positive, passionate and dedicated people manager, who is naturally resolution focused. You will enjoy spending time with your team to support in coaching and developing them to improve performance and productivity. We want to work with someone who has the skills to motivate and engage their team to improve the customer journey, whilst solving problems and exceeding your goals.

Duties and Responsibilities include:

• Confidently lead a team of Advisors, ensuring they provide outstanding levels of customers service across an omni-channelled environment
• Support the team in successfully resolving bookings challenges or service queries on calls, e-mail, live chat and socials
• Handle escalations calls if your team are unable to resolve a complaint, or find a suitable resolution for the customer
• Coach, motivate and drive performance of your team, supporting their well-being, engagement and focus
• Build close working relationship with major stakeholders, especially all departments in the AYS centre
• Lead on team meetings, creating a fun, energetic and vibrant atmosphere, allowing the team to shine
• Hold regular coaching sessions, 121's and performance checks to aide staff development and growth
• Manage the individual statistical performance of the advisors, driving them to achieve all of their KPI's
• Perform spot checks, listen to calls or read e-mails, identifying knowledge gaps / areas for improvement
• Flex your leadership style to meet the personal or developmental needs of each member of your team
• Managing staff absence, lateness and adherence in line with expectancies outlined by the business
• Helping your team to understand all business communication, process changes or product updates
• Consistently work with the Operations Team to accomplish goals set by them or the wider business
• Be innovative, adaptable and flexible in your approach, suggesting new ideas to improve processes
• Always lead with positivity, and complete operational handovers to ensure business continuity
• Confidently support with questions from the team, whilst staying on top of all admin tasks
• Support with our assessment centres, and help the business find and employ new talent
• Lead by example and follow our AYS values, whilst helping to deliver on company goals

This list is not exhaustive: All At Your Service Team Managers should always be prepared to answer calls, respond to e-mails, handle escalations or do whatever it takes to ensure smooth running of the centre. Our ultimate goal is to have fun, and help people develop whilst an amazing customer experience.

Skills & Experience that would help:

• Experienced (2 years) as a Team Manager (or equivalent) in a fast-paced customer service environment
• An accomplished and positive leader, with a real passion for people, that likes to lead by example
• Strong coaching or developmental skills are essential, as is the ability to motivate a team of advisors
• Naturally polite, respectful and courteous, ensuring the staff and customer needs are consistently met
• Extensive knowledge and experience of dealing with customer complaints, escalations or challenges
• Excellent communication skills, both verbal and written as well as outstanding interpersonal skills
• Can ensure the highest levels of confidentiality to ensure sensitive customer and staff data is safe
• Commercially aware of the operational responsibilities and targets of a customer contact centre
• Can work well under pressure, showing resilience and exceptional time management skills
• Advanced levels of attention to detail with a skill in spotting inconsistencies or mistakes
• Confidence in your ability to use IT programmes and contact centre systems effectively
• Ability to prioritise a workload, whilst being extremely organised and efficient

Peterborough Team Manager

AYS TM – Addison Lee

£27k-32 per annum starting salary

+ 5% monthly performance bonus

Benefits

In return for your efforts, you will receive:

Working as a TM with Addison Lee will give you a salary of up to £32,000 base, with up to £2,000 extra in shift allowances (37.5 hours per week). Company benefits including a cycle to work scheme, our voluntary rewards gateway, wellness program and Pension & Healthcare options, 33 days Annual Leave (includes Bank Holidays), a structured and clear progression path with the 'A Great Place to Grow' roadmap, detailed induction training program, including conflict training, systems and processes, onsite you will find a free staff car park, unlimited free tea & coffee as well as free fresh fruit and discounted cars and courier services when visiting London.

Equality and Diversity Information

Addison Lee is an equal opportunities employer and welcomes applications from all sections of the community. In line with our diversity ambitions we would be particularly excited to hear from underrepresented groups to help drive innovation and creativity. Addison Lee recognise and encourage the valuable and enriching contribution that people from all backgrounds and experiences bring to the company and believe that all individuals should be treated on merit and without prejudice. With this in mind, we actively promote equality of opportunity and freedom from discrimination on grounds of age, cultural background, class, disability, ethnicity, gender, sexual orientation, gender reassignment, faith, language, or health status. We will strive hard to remove conditions which place individuals at a disadvantage and challenge discrimination.

Addison Lee are also a Disability Confident employer, we have made commitments to employ, keep and develop the abilities of disabled staff.

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