Service and Breakdown Team Leader
4 months ago
**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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