Customer Service Team Lead
3 weeks ago
Our client is a leading provider of end-to-end movement solutions in the UK, serving clients such as Hertz and The AA. With a network of 600+ drivers and transport agents across the UK, they aim to make vehicle movement easy and sustainable.
Since going live in April 2018, they have acquired over 80 clients, many of whom are among the largest players in the UK automotive industry. They have won seven awards, including Best Fleet Software three years in a row, a highly commended well-being award, two innovation awards, and one outstanding product of the year award.
Job SummaryWe are seeking an ambitious, experienced, and goals-orientated Team Leader to join our Service Delivery Team in Birmingham. As a key member of the management team, you will oversee internal operations to ensure a market-leading service to customers and suppliers.
Key Responsibilities- Manage a team of office-based Movement Experts to achieve goals and objectives.
- Set clear tasks for the team and ensure task completion.
- Drive high standards through strong leadership and consistent communication.
- Prioritize team task completion on a shift-by-shift and week-by-week basis.
- Manage and resolve customer issues, complaints, or disputes.
- Proactively monitor tasks, foreseeing issues, and taking action ahead of time.
- Build and maintain relationships with customer contacts and suppliers.
- Lead commercial discussions and negotiations with suppliers.
- Minimize unnecessary costs.
- Understand the organization's success drivers and explain them to the team.
- Share company values and ambition with the team to enhance individual performance.
- Provide guidance to help colleagues make informed decisions.
- Take control of complex situations and act as an additional pair of hands when needed.
- A genuine desire to take responsibility and accountability.
- Persuasive communication skills with a focus on building trust and maintaining relationships.
- A positive, enthusiastic, and 'can-do' attitude to work.
- Commercial awareness with a proven track record of taking difficult decisions to maintain and grow profitability.
- A customer-focused attitude, always considering the customer's perspective.
- Skill in people management and a passion for getting the best out of a team.
- Goals-orientated, with a focus on completion rather than initiation.
As a member of our team, you will be part of a growing and ambitious company. We offer a supportive environment, opportunities for growth, and a range of benefits, including 25 days of annual leave, additional days off with each completed year of service, and access to a gym and showers in our building.
We are based in the heart of Birmingham, with a rooftop terrace offering stunning city views. We hold regular social events and activities, including quarterly company socials, and prioritize the wellbeing and health of our employees.
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