Customer Service Team Lead
3 days ago
Motability Operations is seeking a Customer Contact Centre Team Manager to lead and inspire a team of Customer Service Specialists in Bristol. Reporting to a Customer Service Manager, the successful candidate will drive results and make things happen by planning, prioritising, coaching, and developing their 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.
We are 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 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.
Motability Operations is a unique organisation that combines a strong sense of purpose with a real commercial edge. We provide the best possible worry-free mobility solutions to over 630,000 customers and their families across the UK. We pride ourselves on delivering outstanding customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10.
Our values are at the heart of everything we do. They represent ambition, and we look for our people to live and breathe them every day:
- We find solutions.
- We drive change.
- We care.
As a Motability Operations team member, the benefits you can expect are:
- Competitive reward package including an annual discretionary bonus.
- 15% non-contributory pension.
- 28 days annual leave with option to purchase and sell days.
- 1 day for volunteering.
- Funded Private Medical Insurance cover.
- Electric/Hybrid Car Salary Sacrifice Scheme and Cycle to Work Scheme.
- Life assurance at 4 times your basic salary.
- Funded health screening for over 50s.
- Voluntary benefits: charitable giving, critical illness insurance, dental insurance, health and cancer screenings for you and your partner, discounted gym memberships and season ticket loans.
- Employee Discount Scheme with an app to save on the go.
- Free access to healthcare apps such as Peppy, Unmind, Aviva Digital GP and volunteering app on Hand for all employees.
- Generous family leave policies.
We pride ourselves on being an inclusive employer and as such, all our offices provide first-rate disability access. With our hybrid working environment, we do our best to accommodate part-time and flexible working requests where possible, building on our culture of trust, empowerment, and flexibility.
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