Service and Breakdown Team Leader

5 months ago

Normanton, United Kingdom Access Hire Nationwide Limited Full time

**Type**: Permanent, Full Time

**Working hours**: Mon - Fri, 08.00 - 17.00

**Job Function**: Managing the service and breakdown team to ensure customers are serviced in a timely manner. Management of KPI’S and SLA’S and being a point of escalation for any issues with customers or third parties.

**Reporting to**: Group operations desk manager

**Liaising with**: Customers, third parties, Subcontractors, Depot & Head Office Staff.

**Responsibilities**:

- Management of the service and breakdown Team.
- Manage the team around KPI’S, quality checks and maintain SLA’S.
- Building great working relationships internally and externally, in depth product knowledge to support customers and ensure team members operate efficiently and effectively.
- Hold regular feedback and personal development/coaching sessions, be able to performance manage where needed.
- Conduct quarterly 1-2-1 meetings.
- Accurate administrate contracts along with reviewing and actioning where necessary.
- Developing a strong sense of customer ownership, including being a point of contact for escalations if needed
- Work to deadlines and the ability to prioritise and manage changing workflows.
- Effectively communicate with third party suppliers
- Ensure correct staffing levels are appropriate to the volume of work, also maintain and safeguard the correct balance of productivity.
- Work closely with the other department Team Leaders, reviewing process and procedures and adopting collective best practice to continuously improve performance and enhance the customer experience.
- Ability to compile and interpret data.
- Follow company’s Employee handbook policies and procedures.
- Any other ad-hoc duties.

**Requirements**:

- People management experience (preferably within contact centre).
- The ability to manage different personalities effectively.
- Confident in performance management
- Strong communication skills.
- Attention to detail.
- Be able to effectively Delegate work.
- Ability to remain calm under pressure.

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

**Salary**: £32,500.00 per year

**Benefits**:

- Bereavement leave
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- Sick pay

Schedule:

- Monday to Friday
- No weekends

Work Location: In person

Reference ID: Service and breakdown Team Leader

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