Customer Service Team Leader

4 months ago

Borehamwood, United Kingdom LCH Ltd Full time

LCH is a well-renowned supplier of luxury cars in the UK, providing the highest standards of vehicle hire. We provide bespoke hire, replacement and management services for chauffeur and private hire businesses, manufacturers, car dealerships and assistance / insurance companies.

We are now seeking a Customer Service Team Leader on a maternity cover basis to join our small but growing team based at our Head office in Elstree, Hertfordshire. Our Customer Service department operates 7 days a week 8am -8pm. The successful individual will have existing leadership experience and the understanding of how to motivate a team to achieve success.

**Hours**: Full time position, 4 on 4 off shift pattern (which includes weekend and occasional bank holiday working).

**Duties & Responsibilities**:

- Daily running of the Customer Service (CS) team operation
- Responsible for department’s annual leave allocation & approval process
- Create and maintain a well informed and high performing team meeting all KPIs
- Responsible for daily staffing levels including overtime allocation & approval
- Address departmental HR matters with assistance of and escalation to line manager when required
- Manage customer complaints through to resolution whilst accurately updating reporting
- Ensure team's performance is meeting standards and their engagement across all areas is optimised
- Represent department on internal meetings when required
- Assist CS Manager with daily reporting where required
- Assist CS Manager with implementation of new processes
- Work towards personal KPIs and always work with a continual improvement mindset
- Address any performance issues within team when required.
- Active part of departmental Out of Hours support rota.

**Key skills and experience required**:

- Proven experience in a customer service/call centre environment.
- Existing experience with leading a team.
- Experience with shift management and working patterns is preferred.
- A passion for customer service and a strong understanding of how to deliver it.
- The ability to work under pressure and achieve business KPIs.
- A positive and proactive approach to learning and self-development.
- Excellent communication and organisation skills.
- Ability to hold a conversation in a professional manner alongside multitasking and completing administration tasks.
- Excellent computer and typing skills.
- The ability to work and communicate effectively in a team.
- Proven ability to use initiative and prioritise workload.

**Company values**: We expect all applicants to be able to engage in and demonstrate our 6 company values in their day to day activities: Take Ownership - Practice Empathy - Collaborating for Customers - Always Improving - Act with Integrity - Don’t Forget to Smile.

**Details**:
Salary & Hours: £32,000-£34,000 per year (based on experience).

4 on 4 off shift pattern which includes weekends and occasional bank holidays.

Initial 9 month maternity cover role with possibility of extension or permanent role.

25 days holiday plus bank holidays, Profit share scheme, Auto enrolment pension scheme, Buy / Sell Holiday scheme, Free parking and other additional benefits.

**Job Types**: Full-time, Fixed term contract
Contract length: 9 months

Pay: £32,000.00-£34,000.00 per year

**Benefits**:

- Company events
- Company pension
- Cycle to work scheme
- Free parking
- On-site parking
- Profit sharing
- Referral programme

Schedule:

- Day shift
- Weekend availability

Supplemental pay types:

- Performance bonus

Ability to commute/relocate:

- Borehamwood: reliably commute or plan to relocate before starting work (required)

**Experience**:

- team leader: 1 year (required)
- Customer Service: 2 years (required)

Work authorisation:

- United Kingdom (required)

Work Location: In person

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