Customer Contact Centre 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 leadership 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 within the team, identifying and nurturing high-potential employees.
  • 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 candidate who:

  • Has a passion for motivating and developing people to achieve their best.
  • Values simplicity and efficiency in their work.
  • Can respond positively to problems and take a proactive approach to solving them.
  • Embraces change and actively seeks to improve themselves and processes.
  • Is organized and able to prioritize effectively.
  • Is a self-motivator who can work collaboratively to achieve business objectives.
  • Has a good understanding of customer service needs and can balance these with business requirements.
Minimum Criteria:
  • Experience working in a Customer Contact Centre environment.
  • Proven and consistent people management skills.
  • In-depth understanding of customer service principles.
  • Good relationship-building skills.
  • Experience communicating ideas and updates to different groups of people.
About The Company

Motability Operations is a unique organization that combines a strong sense of purpose with a 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, pension, annual leave, and access to a range of employee discounts and perks.

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