Call Centre Team Leader

3 days ago

Manchester, United Kingdom EFM Fleet Services Ltd Full time

**Job Title**:Front Line Team Leader

**Location**:EFM Fleet Services Ltd, Phoenix House, First Floor, Bradnor Road, Sharston Industrial Estate, Manchester, M22 4TE

**Reporting to**:Contract Manager

**Responsible for**:The day to day running of the Front Line Department.

**Hours of Work**:6am - 5pm, 4 on 4 off (38.5 hours per week)

**Salary**:Negotiable depending on experience

Reporting directly to the Contract Manager, the Front Line Team Leader is responsible for the day to day running of the Front Line department and the duties (but not limited to) set out below, ensuring that the functions undertaken within are performed to a consistently high standard and in a professional and efficient manner

**Principal Accountabilities**:

- To manage the day to day activities within EFM.
- To input into the Contract Manager as required in order to ensure that the relevant key contract objectives are achieved.
- To maintain and build employee and customer relations to ensure that the operation achieves all set financial and cultural objectives and targets.
- To assist team members of differing abilities, sharing their experience and knowledge in order to provide the customer with a high level service delivery at all times.

**General Duties**
- To monitor the cost and performance of internal workshop and external suppliers ensuring high standards are maintained that exceed the customers’ requirements.
- To maximise all opportunities to maintain the customers fleet by use of internal resource and control the use of third party suppliers.
- To understand the customer requirements, identify trends, offer solutions and investigate queries.
- To be aware of the KPI’s/SLA’s that has been set for the contract and ensure that the appropriate level of performance is maintained.
- To build rapport, develop trust and respect from the customer.
- To motivate and develop staff through controlled delegation in order to achieve team goals with a view to career progression and succession planning.
- To undertake such duties as may be reasonably required for the effective operation of the Contact Centre.
- To contribute towards continuous improvement of processes/methods and operating practices within the department.
- Maximise the use of internal suppliers wherever possible, promoting their use with own staff, operators and external customers alike.
- Responsible for the staff rota, staff absence (recording, back to work meetings and investigation of the absence if required), and staff holiday approval/ refusals and cover.
- Responsible for the Frontline teams 6 monthly 1:2:1’s and any necessary Performance Improvement discussions/targets.
- Responsible for the communication of all Key information’s from other departments to the Front line teams.
- Ability to delegate workloads to Front line Team as required.
- Supporting the Contract Manager and perform management duties when the CM is absent or out of the office.
- Ability to authorise work up to and including £500 total cost.

**Communication**
- To effectively communicate with the Front Line & other EFM Teams within the call centre.
- To effectively communicate with the management team at EFM.
- To effectively communicate with the Accounts Department should any issues arise.
- To build up a good rapport with the customer to ensure they know when they ask for something to be done it is so.
- To build up a good relationship with the suppliers and internal depots to ensure effective use of the skill set on offer.

**Individual**
- To demonstrate attention to detail.
- Allocate tasks to maintain effective use of staff.
- Communicate regularly with staff to understand and deal with any problems/issues.
- Ability to analyse and problem solve
- To build an efficient and self-motivated team through communication.
- Organised and practical.
- An ability to work to restricted timescales and under pressure.
- A proactive approach to be dealing with problems.
- Computer literate.
- Flexible to the demands of the business

**Benefits**
- 20 days holiday per year.
- Double pay for working bank holidays.
- Free onsite parking.
- Access to the company stakeholder pension scheme.
- Dress down Fridays.
- Monthly pay.

**Experience Required**

We are ideally looking for somebody who has relevant experience leading a team in a fleet management/breakdown recovery company for at least 2 years. However, this isn’t a deal breaker as we are in a bespoke industry we know this applicant may be hard to come by and so we would like to hear from people with a can do attitude who can hit the ground running and have obtained experience leading a call centre team for at least 2 years.

**Job Types**: Full-time, Permanent

**Benefits**:

- Company pension
- On-site parking

Schedule:

- Day shift
- Holidays
- Overtime
- Weekend availability

Ability to commute/relocate:

- Manchester, M22 4TS: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Fleet/Break

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