Customer Service Team Lead

2 months ago


Bristol, Bristol, United Kingdom Motability Operations Full time
About The Role

Motability Operations is seeking a Customer Contact Centre Team Manager to lead a team of Customer Service Specialists in Bristol. Reporting to a Customer Service Manager, this role involves driving results and making things happen by planning, prioritising, coaching, and developing the team.

Key Responsibilities:
  • Manage individual and team performance against KPIs via regular performance reviews, offering continuous support, encouragement, and development.
  • Encourage and promote the team to make their own decisions, motivating them to do their best.
  • Manage absence, performance, and people processes in line with company policy.
  • Support with recruitment for the Contact Centre.
  • Work in partnership with the Floor Management team to have the right people in the right place at the right time to meet all our KPIs.
  • Develop future talent.
  • Support and implement new and ongoing business initiatives.
  • Work part of a Customer Contact Management Team with regular contact and open and honest communication.
  • Embrace and manage change effectively by being open to new ideas and fresh approaches.
About You

We're looking for someone with a passion for motivating and developing people to do their best. You should value simplicity, be able to respond positively to problems, and take a keen interest in solving them. You should also be organised, able to prioritise effectively, and a self-motivator who can work collaboratively to achieve a goal.

Minimum Criteria:
  • Experience of working in a Customer Contact Centre environment.
  • Proven and consistent people management skills.
  • In-depth understanding of Customer Services.
  • Good relationship building skills.
  • Experience of communicating ideas and updates to different groups of people.
About The Company

Motability Operations is a unique organisation that combines a strong sense of purpose with a real commercial edge. We provide worry-free mobility solutions to over 630,000 customers and their families across the UK. Our values are at the heart of everything we do: we find solutions, drive change, and care. As a Motability Operations team member, you can expect a competitive reward package, including an annual discretionary bonus, 15% non-contributory pension, and 28 days annual leave.



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