Contact Centre Team Leader

6 months ago

Grimsby, United Kingdom Grimsby John Roe Toyota Full time

This is a new and exciting role for our business. You will be working as part of the Retention Team as a Team Leader, Managing a team of 5 and also making outbound calls to our database to book vehicles in for service/MOT's etc. The role also includes an essential customer service element, as you will be the point of contact for our service customers visiting the centre.

Working full time - one week Monday to Friday 8.30am - 5.30pm 40hrs per week.

The salary is competitive with a performance related pay plan for bookings, upsell, etc.

**Summary of Purpose**

Strong Team Leader skills, Driving and training the team to achieve Targets. Show a flexible customer centric approach to work whilst working alongside a busy service team - you will maximise the booking facilities within the centre to ensure the workshop is kept productive and maximise every opportunity

Where necessary, makes outbound calls within agreed time scales and in an appropriate manner, giving high standards of customer service and ensuring all aspects of the services/products provided are up sold where appropriate.

Works with the team to create and maintain company activity to deliver profitability and high customer satisfaction.
- _________________________________

**Main responsibilities and duties**
- **Secure business for the Centre **_
- Leading the team to achieve there objectives and the companies targets
- Dealing with outbound calls to meet business demand
- Contact customer & obtain bookings with the Aftersales/sales/relevant department.
- Identify, upsell and book any other business opportunities with customers (i.e. warranty checks, recalls etc.)
- Ensure high standards of customer service, ensuring you accurately record information and pass calls through to relevant colleague or take messages which are then passed on and actioned by colleagues with support from yourself if needed.
- Ensure that all relevant target information for all customers is captured.
- Process all bookings and any amendments efficiently and accurately.
- Promote the key features of the John Roe experience to all customers.
- Carefully and accurately record daily achievements.
- Meet daily/weekly target rate of booking calls as set by Service & Retention Team Leader/Aftersales Manager
- Carries out all work in an efficient, professional and safe manner, to meet customer requirements and maximise call centre and marketing utilisation and productivity.
- **Develop positive customer relations**_
- Aim to deliver complete customer satisfaction and consistently exceed expectations.
- Contact businesses or private individuals by phone to ensure they received “complete satisfaction” in all areas of their visit with the dealership.
- Determines requirements by working with customers identifying & overcoming any objections
- Resolves problems by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions and escalating unsolved problems in the correct manner
- Fulfils requests by clarifying the desired information, completing requests/transactions and providing customers with relevant product and service information
- Sells additional services by recognising opportunities to upsell accounts/services and explain new features
- Enter new and update existing customer information into relevant systems accurately and efficiently
- Follow up customer calls on a needs basis
- Document/record all call information according to standard operating procedures and keeps equipment operational by following procedures and reporting malfunctions
- Deliver prepared sales scripts to persuade existing and potential customers to purchase a product or service
- Ensure adherence to GDPR

**Works as a full member of the dealership team**
- Work with colleagues and teams across the dealership to provide a seamless service to customers
- Take an active role in campaigns and strive to achieve/exceed set personal and team targets.
- Updates knowledge by participating in educational and training opportunities
- Enhances organisations reputation by accepting ownership for accomplishing new and different requests, exploring opportunities to add value
- Communicate effectively with customers and colleagues.
- Has a flexible “can do” approach to the variety of duties within the role.
- Assist departments with administration or additional duties to ensure daily functions and tasks are completed and met in a timely manner Builds rapport and understands customers’ needs

Key success criteria
- Service booking targets/sales
- Achieving customer call rate targets
- Add on products target achievement
- Complete Customer Satisfaction from physical and telephone interactions
- Teamworking/relationships across the dealership and Group
- Data entry & telephone skills
- Excellent communication skills
- Problem solving and persuasiveness/negotiation techniques
- Multi-tasking
- Interpersonal savvy

**Personal Specification**

**Essential**
- Previous cal

  • Contact Centre Advisor

    5 months ago

    Grimsby, United Kingdom Read Motor Group Full time

    We have a fantastic opportunity for a Contact Centre Advisor to join our Award winning group. Having claimed Awards across the group in the last three years for overall dealer performance, aftersales performance and customer service, we are now looking for an Contact Centre Advisor to join our Contact Centre based at our offices in...

  • Contact Centre Supervisor

    5 months ago

    Grimsby, United Kingdom Read Motor Group Full time

    We are currently looking to recruit an experienced Contact Centre Supervisor. This is an exciting opportunity to lead our group contact centre team in our brand new facility on Blossom Avenue, Humberston. The role involves managing the contact centre team and calling our existing customers to book their vehicle in for a Service/MOT or necessary work to the...

  • Contact Centre Advisor

    6 months ago

    Grimsby, United Kingdom Hartwell PLC Full time

    Are you a successful Customer Service Advisor, Call Centre Advisor or Enquiry Co-ordinator looking for the next steps in your career with a forward-thinking franchise dealer group? If the answer is YES, Hartwell want to hear from you. Hartwell are a leading retail motor group in the UK and have been trading successfully for more than 100 years. Operating 11...

  • Contact Centre Advisor

    5 months ago

    Grimsby, United Kingdom Read Motor Group Full time

    We have a fantastic opportunity for a Contact Centre Advisor to join our Award winning group. Having claimed Awards across the group in the last three years for overall dealer performance, aftersales performance and customer service, we are now looking for a Contact Centre Advisor to join our Contact Centre based at new facility on Blossom Avenue in...

  • Contact Centre Agent

    5 months ago

    Grimsby, United Kingdom Hartwell Automotive Group Full time

    Are you a successful Customer Service Advisor, Call Centre Advisor or Enquiry Co-ordinator looking for the next steps in your career with a forward-thinking franchise dealer group? If the answer is YES, Hartwell want to hear from you. Hartwell are a leading retail motor group in the UK and have been trading successfully for more than 100 years. Operating 11...

  • Contact Centre Agent

    5 months ago

    Grimsby, United Kingdom Hartwell PLC Full time

    Are you a successful Customer Service Advisor, Call Centre Advisor or Enquiry Co-ordinator looking for the next steps in your career with a forward-thinking franchise dealer group? If the answer is YES, Hartwell want to hear from you. Hartwell are a leading retail motor group in the UK and have been trading successfully for more than 100 years. Operating 11...

  • Reception Team Leader

    5 months ago

    Grimsby, United Kingdom Birkwood Medical Centre Full time

    General Duties and Responsibilities Supervisory / Managerial To manage, and lead the reception team on a day to day basis ensuring there is a robust rota and adequate staffing in place at all times, and that the service is coordinated in an efficient and professional manner. To ensure contingency plans are in place for cover if there is unforeseen...

  • Care Team Leader

    3 weeks ago

    Grimsby, North East Lincolnshire, United Kingdom Home From Home Care Limited Full time

    About the Role:We are seeking a dedicated and compassionate Care Team Leader to join our team at Home From Home Care Limited. As a key member of our care team, you will play a vital role in delivering high-quality, person-centred support to adults with learning disabilities and complex needs.Key Responsibilities:• Assist the Registered Manager in the...

  • Team Leader

    5 months ago

    Grimsby, United Kingdom ivolve Care and Support Full time

    Grimsby, DN36 4SP £11.80 per hour 40 hours per week (Monday to Sunday on a rota basis) Are you kind, passionate and resilient? Do you want to make a real difference in your work and to the people we support? Do you have the natural flare to lead, direct and support your colleagues? If so, this could be the opportunity to you! We are seeking a superstar...

  • Restaurant Team Leader

    2 weeks ago

    Grimsby, North East Lincolnshire, United Kingdom Home From Home Care Limited Full time

    About the Role:As a Restaurant Team Leader at Home From Home Care Limited, you will be responsible for leading and managing a team of adult care workers in providing high-quality, person-centred support to adults with learning disabilities and complex special needs.Our care homes provide exceptional environments utilising the best technology within the...

  • Team Leader

    3 months ago

    Grimsby, United Kingdom EG Group Full time

    Role: CooplandsTeam Leader Location: Grimsby, DN31 1BJ Hours: Part-Time/ 16 Hours Available/ Permanent Hourly Rate: £12.25 Company: Cooplands Bakery What will my role look like? We are looking for a dedicated Team Leader who can lead, inspire and motivate a team to join our welcoming Cooplands bakery! Our Retail Team Leaders are responsible for managing...

  • Care Team Leader Grimsby

    6 months ago

    Grimsby, United Kingdom Lifeways Community Care Ltd Full time

    Job description TEAM LEADERS GRIMSBY Grimsby £12.54 P/H and Full Time EXCELLENT OPPORTUNITIES TO PROGRESS If you believe that people have a right to choose how to run their own lives, then we would like to hear from you. We are looking for highly motivated and enthusiastic Senior Support Workers/Team Leaders to manage the day-to-day running of our...

  • Care Team Leader Cleethorpes

    6 months ago

    Grimsby, United Kingdom Lifeways Community Care Ltd Full time

    Job description TEAM LEADERS CLEETHORPES Grimsby £11.42 P/H and Full Time EXCELLENT OPPORTUNITIES TO PROGRESS If you believe that people have a right to choose how to run their own lives, then we would like to hear from you. We are looking for highly motivated and enthusiastic Senior Support Workers/Team Leaders to manage the day-to-day running of our...

  • Care Team Leader

    3 weeks ago

    Grimsby, North East Lincolnshire, United Kingdom Home From Home Care Limited Full time

    About the Role:We are seeking a dedicated Assistant Manager to support our care team in Stallingborough. As a compassionate leader, you will play a vital role in providing high-quality, person-centred support for adults with learning disabilities and complex needs.Key Responsibilities:Assist the Registered Manager in the day-to-day operations of the care...

  • QA Team Leader

    6 months ago

    Grimsby, United Kingdom C R T Full time

    **QA Team Leader** **Grimsby, DN37** **Pay rate: £13.27ph** **Full Time Hours** We are recruiting for a QA Team Leader for our client in Grimsby, DN37! Come and join us working for one of the leading food manufacturing companies in Europe, producing great quality, great value food. **QA Team Leader responsibilities**: - Lead by example on all...

  • Maintenance Team Leader

    4 weeks ago

    Grimsby, North East Lincolnshire, United Kingdom Continental Full time

    Job Title: Maintenance Team LeaderJob Summary:We are seeking a highly skilled and experienced Maintenance Team Leader to join our team at Continental. The successful candidate will be responsible for leading a team of maintenance professionals in ensuring the smooth operation of our facilities and equipment.Key Responsibilities:Lead and manage a team of...

  • Team Leader

    6 months ago

    Grimsby, United Kingdom Auto-Trail Full time

    **Job title**:Team Leader **Location**:Grimsby, North-East Lincolnshire **Hours**:4 Day Week - 39 hours, Monday to Thursday (7am to 5.15pm) **Salary**:From £37,450 + benefits **About us** Auto-Trail is a well-established leisure vehicle manufacturer which has operated in Grimsby for more than 40 years. Branded a market leader in the UK, Auto-Trail uses...

  • Business Centre Assistant

    5 months ago

    Grimsby, United Kingdom Equans Full time

    **Requisition ID**: 56484**Domain**: Support Services/Customer Services and Administration**Contract type**: Permanent**Schedule**: Full-Time**Working in partnership with North East Lincolnshire Council, EQUANS is looking for a Business Centre Assistant to join our team based in Grimsby on a permanent basis. This is a full time role working 37.5 hours per...

  • Maintenance Team Leader

    3 weeks ago

    Grimsby, North East Lincolnshire, United Kingdom Continental Full time

    Job Title: Maintenance Team Leader - Operations ExcellenceAt Continental, we are seeking a highly skilled Maintenance Team Leader to join our team. As a key member of our operations team, you will be responsible for leading a team of maintenance professionals to ensure the smooth operation of our facilities.Key Responsibilities:Lead a team of maintenance...

  • Care Team Leader

    4 weeks ago

    Grimsby, North East Lincolnshire, United Kingdom Home From Home Care Full time

    About Us:Home From Home Care is a family-run company dedicated to providing high-quality, person-centred support for adults with learning disabilities and complex special needs.We operate 11 specialist integration homes throughout Greater Lincolnshire, offering a supportive and caring environment where individuals can thrive.Our Mission:We strive to create...