Customer Service Team Lead
4 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.
Job SummaryWe are seeking an ambitious and experienced Team Leader to join our Service Delivery Team in Birmingham. As a key member of our management team, you will oversee internal operations to deliver a market-leading service to customers and suppliers.
Key Responsibilities- Lead and manage a team of office-based Movement Experts to achieve company goals and objectives.
- Set clear tasks and priorities for the team, ensuring task completion and driving high standards through strong leadership and communication.
- Prioritize team task completion on a shift-by-shift and week-by-week basis, depending on the demands of each shift/week.
- Manage and resolve customer issues, complaints, and disputes.
- Develop and implement process improvements to enhance team performance and engagement.
- Build and maintain relationships with customer contacts and suppliers, prioritizing where required.
- Lead commercial discussions and negotiations with suppliers, minimizing unnecessary costs.
- Understand and communicate the company's vision and success metrics to the team.
- Provide guidance and support to colleagues, taking control of complex situations when necessary.
- A genuine desire to take responsibility and accountability, with ambition to progress quickly in a growing business.
- Persuasive communication skills, with a focus on building trust and maintaining relationships via the phone.
- A positive, enthusiastic attitude to work, with the strength of personality to influence the team positively.
- Commercial awareness and a proven track record of taking difficult decisions to maintain and grow profitability.
- A customer-focused attitude, always seeing every situation from the customer's point of view.
- Experience in people management, with a proven ability to get the best out of a team.
- Goals-oriented, with a 'finisher' mentality.
As a member of our team, you will have the opportunity to grow with a forward-thinking, sustainable company. You will be part of a supportive team, with a range of benefits including a rooftop terrace, gym, and social events. You will also have the chance to develop your skills and career in a dynamic and ambitious environment.
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