Team Leader

6 months ago

Leicester, United Kingdom Tate Recruitment Limited Full time

JOB TITLE: Team Leader (Inbound Customer Services)

BASED IN: Europcar Leicester HQ - LE1 4JS

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 250.000 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 one-to-one 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.

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