Customer Services Team Leader

7 months ago

Manchester, United Kingdom BCA Full time

**Customer Service Team Leader**

**Hybrid with BCA Manchester**

**Salary £29,000 - £32,000 per annum DOE + commission + benefits**

**40 hours per week between 8am - 7pm Monday - Sunday**

**At BCA, we’re altogether, more. More than just your average vehicle remarketing company. More than just any other place to work.**

**We’re Europe's largest vehicle remarketing business, the backbone of the UK’s automotive supply chain, and the best place to build the career you want.**

**Why choose BCA?**
- After passing 6 months’ probation you will receive £500 to spend on our rewards website
- Commission based bonus paid quarterly based on the individual and teams targets
- Employee Assistance Programme, supporting our staff wherever and whenever
- Number of schemes including Eye care, Cycle to Work and Referral scheme
- Access to The Constellation Hub providing online and store discounts with a range of retailers as well as access to competitions for sporting event tickets
- Trainings, Courses & Apprenticeships available for all staff
- Discounts on AA memberships
- Deals on new vehicles for you, your friends and family

**About the role**

**Within this role you will be managing the day-to-day activities of the Customer Services team working remotely, to ensure targets are achieved whilst delivering a high-quality service. You will actively drive and lead successful change and improvements to enhance Customer Satisfaction. To be successful in this role you must have a proven background in leading a team in a contact centre environment, including developing team members, and managing performance.**

**Responsibilities**
- Manage the department’s workloads to achieve KPIs and Service Levels.
- Collate results of activity and distribute as necessary.
- Motivate, coach and support the team daily to achieve and exceed individual and team targets.
- Create a positive environment that empowers team members to deliver service excellence and drive a high-performance culture.
- Manage and coach individuals to ensure they are demonstrating the department’s values and behaviours.
- Conduct regular 121’s and appraisals for the team, delivering constructive performance feedback and identifying development needs.
- Resolve referred customer-related issues/complaints in a manner which maximises customer and company satisfaction.
- Act on Net Promoter Score (NPS) and customer feedback by discussing this with your team, engaging with customers to gain more insight and delivering action plans to make improvements.
- Manage and review the team’s performance, facilitating training issues and performance management quickly and effectively to ensure highest standards of customer service are maintained.
- Actively seek new training initiatives to improve performance within the department.
- Assist/manage the implementation of new projects/services and processes.
- Be actively involved in the recruitment and selection process for the department.
- Provide Operational feedback to the Customer Services Manager to assist in driving continuous improvement across the department/business.
- Build and maintain relationships with all key stakeholders and internal/external customers in order to improve customer experience.
- Effectively manage performance and conduct issues in line with company policy.
- Effectively manage absence in line with Company policy to ensure absence is kept to a minimum.
- Conduct team briefings and meetings as and when required.
- Represent the Customer Services Manager in his/her absence.

**Who you are.**
- Team leadership skills to motivate team members and create a strong team environment.
- A track record of successfully leading a team to achieve targets and objectives.
- Experience working with a customer focused environment is essential.
- Experience of working/managing teams within a multi-channel Customer Service environment.
- Good working knowledge of CRM platforms.
- Ability to coach and develop others to help them achieve their potential.
- Ability to challenge poor behaviours/attitudes that do not deliver service excellence.
- Ability to work under pressure and to deadlines.

**_Our policy is to employ the best-qualified people and provide equal opportunity for the advancement of employees including promotion and training and not to discriminate against any person because of gender, race, ethnicity, age, sexual orientation, religion, belief or disability._

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