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Customer Services Team Leader

4 months ago

Leeds, United Kingdom Zenith Full time

**About us**

Zenith is an award winning, market leader in the fleet industry with an exciting and dynamic customer portfolio. We are the UK's leading independent vehicle leasing, outsourcing and fleet management provider and have been providing the UK with intelligent vehicle solutions for over 30 years.

We have an exciting opportunity in our ZenAuto Customer Services team for a Customer Services Team Leader to be responsible for the line management of a team of Customer Services Executives and Administrators.

This role is working in an exciting, dynamic, fast paced team which is part of a growing Retail division with excellent potential for personal development and career progression.

**Your Role**
- Support the Senior Customer Service Manager with their duties and departmental objectives whilst working closely with the In-Life Team Leader to manage the Customer Service team daily
- Manage day-to-day issues and customer complaints escalated from the Fulfilment team to satisfactory outcome whilst ensuring world class customer service is provided
- Arrange regular team communication and input sessions, including huddles and team meetings to suit the needs of the team - review performance, KPIs and development. Celebrate achievements and plan ongoing focus where required
- Arrange 1:1's with the team, document objectives and measure against them. Mapping career progression in line within the competency framework to enable continuous career conversations and enable team development
- Manage resource levels and manage recruitment of your direct reports alongside Senior Customer Service Manager and In-Life Team Leader
- Manage the team work load, deliver upon set customer service standards through close monitoring and evaluation of in-house customer satisfaction surveys, implementing process changes and training to achieve this
- Ensure all operational processes and procedures are fully updated and amend when necessary to improve efficiency and effectiveness of team
- Assist with the roll out of new processes - taking an active role in the training of the team, implementation and facilitate UAT and Live testing and sign off

**Skills & Experience**
- Outstanding customer service and communication skills
- Proven relationship building skills
- Exceptional organisational and communication skill
- Effective and established leadership style, utilising a coaching approach focused on engagement, motivation and trust
- Excellent organisation and time management skills
- Strong analytical skills
- Excellent IT and systems knowledge
- Expertise in handling complex customer issues and complaints at high level
- Previous experience in coaching/supporting / mentoring
- Experience working to KPI's / SLA's and targets

**Benefits**
- Salary up to £35,000 per annum
- Annual bonus
- Car Allowance/Company Car
- Agile working
- Company/Team activities
- Onsite bistro
- Free parking
- Onsite GP & Masseuse
- Equality, Diversity & Inclusion networks
- 24 days annual leave & 1 day birthday leave
- Gym membership discount
- Breakdown cover
- Employee Assistance Programme