Inbound Call Centre Team Leader

2 weeks ago


Feltham, United Kingdom Parker Car Service Full time

**Call Centre Team Leader**

**About Us**:
Parker Car Service, established in 1989, has evolved into the market leader in providing private hire services to over a million customers within and outside of London. Our team comprises over 500 drivers and 60 dedicated staff members. Our team have recently won prestigious awards, including Taxi Company of the Year (South) at the 2023 Taxi Summit Awards and a Silver award for Private Hire Company of the Year UK (81+ Cars) at the QSI Awards. As we continue to expand and take on new clients, we are committed to maintaining and surpassing the high standards expected of us.

**Role Overview**:
Therefore, we are seeking an experienced and dynamic Call Centre Team Leader to join our central team. This role is pivotal in providing high-level customer service, assisting with customer enquiries, bookings, and complaints, while also overseeing and developing a team of customer service advisors. Your leadership will ensure we maintain a professional, efficient, and high-quality service.

**Key Responsibilities**:

- Handle complex customer complaints and enquiries, ensuring swift and satisfactory resolutions. Follow up internally to identify and implement service improvements.
- Oversee a team of customer service advisors, managing their performance on both individual and team levels. Conduct 1:1 meetings, performance appraisals, and ensure compliance with HR procedures.
- On-board new staff, providing training, coaching, and development opportunities for team members to enhance their skills and deliver outstanding customer experiences.
- Conduct staff presentations, including inductions, training sessions, and updates on new information and procedures.
- Motivate and monitor team performance, ensuring adherence to company policies and maintaining high service standards.
- Liaise with supervisors, other team leaders, team managers, external customers, and colleagues to gather information and resolve issues effectively.
- Report findings and results to management regularly, proposing ideas and recommendations for employee development and procedural enhancements.
- Assist the management team in hiring new employees and continuously improving the recruitment process.

**Requirements**:

- Proven experience in customer service within call centres.
- Demonstrated ability to coach, train, and develop individuals and teams.
- Strong leadership and motivational skills.
- Excellent communication and interpersonal abilities.
- Proficiency in handling complex enquiries and complaints.
- Knowledge of performance management and HR procedures.
- Collaborative mindset and ability to work well with various people and teams.

**Why Join Parker Car Service?**
- Be part of a market-leading company with a rich history and a promising future.
- Opportunity to shape and lead a dynamic and growing team.
- Competitive salary.
- Supportive and collaborative work environment.
- Continuous opportunities for professional growth and development.

If you are a dedicated and experienced leader with a passion for customer service and team development, we want to hear from you. Join us at Parker Car Service and help drive our business and team to new heights.

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

Pay: Up to £35,000.00 per year

**Benefits**:

- Company events
- Employee discount

Schedule:

- Day shift
- Night shift
- Weekend availability

Work Location: In person


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