Customer Service Team Lead

2 months ago

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

Motability Operations is seeking a highly skilled and experienced Customer Contact Centre Team Manager to join our team in Bristol. As a key member of our operations team, you will be responsible for leading and inspiring a team of Customer Service Specialists to deliver exceptional customer service and drive business results.

Key Responsibilities:
  • Team Leadership: Manage individual and team performance against key performance indicators (KPIs) through regular performance reviews, offering continuous support, encouragement, and development.
  • Decision-Making: Encourage and promote the team to make informed decisions, empowering them to take ownership and drive results.
  • People Management: Manage absence, performance, and people processes in line with company policy, ensuring a positive and productive work environment.
  • Recruitment: Support with recruitment for the Contact Centre, ensuring the right talent is hired to meet business needs.
  • Partnership Working: Collaborate with the Floor Management team to ensure the right people are in the right place at the right time to meet business objectives.
  • Talent Development: Develop future talent and support the growth of the team.
  • Business Initiatives: Support and implement new and ongoing business initiatives, driving business growth and improvement.
  • Communication: Work closely with the Customer Contact Management Team, maintaining open and honest communication to ensure seamless collaboration.
  • Change Management: Embrace and manage change effectively, being open to new ideas and fresh approaches to drive business success.
About You

We are looking for a motivated and experienced individual who possesses the following skills and qualities:

  • Leadership Skills: A passion for motivating and developing people to achieve their best.
  • Problem-Solving: The ability to respond positively to problems and take a keen interest in solving them.
  • Change Management: Embracing change and actively seeking to improve yourself and processes around you.
  • Organisation: The ability to prioritise effectively and manage multiple tasks.
  • Collaboration: A self-motivator who can work collaboratively to achieve a goal.
  • Customer Focus: A good understanding and ability to balance customer service needs versus the needs of the business.
Minimum Criteria:
  • Experience: Experience of working in a Customer Contact Centre environment.
  • Leadership: Proven and consistent people management skills.
  • Customer Service: In-depth understanding of customer services.
  • Relationship Building: Good relationship building skills.
  • Communication: 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, representing ambition and driving us to deliver outstanding customer service.

We pride ourselves on delivering exceptional customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10. Our benefits package includes a competitive reward package, pension scheme, annual leave, and access to a range of employee discounts and benefits.

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