Inbound Call Center Team Lead

About Us:

Parker Car Service, established in 1989, has evolved into the market leader in providing private hire services to over a million customers within and outside of London. Our team comprises over 500 drivers and 60 dedicated staff members. Our team have recently won prestigious awards, including Taxi Company of the Year (South) at the 2023 Taxi Summit Awards and a Silver award for Private Hire Company of the Year UK (81+ Cars) at the QSI Awards. As we continue to expand and take on new clients, we are committed to maintaining and surpassing the high standards expected of us.

Role Overview:

We are looking for an experienced and motivated Call Centre Team Leader to join our central team. This is a key leadership role, responsible for delivering exceptional customer service by supporting customer enquiries, managing bookings, and resolving complaints. You will also lead, support, and develop a team of customer service advisors, ensuring the delivery of a professional, efficient, and high-quality service at all times.

As part of a 24-hour operation, flexibility is essential. You will be expected to work across a range of shifts to engage with and support team members working at different times. While weekend availability is required, it will not be necessary to work every weekend.

Key Responsibilities:

• Handling bookings and addressing customer inquiries through phone, email, and other communication channels.
• Handle complex customer complaints and enquiries, ensuring swift and satisfactory resolutions. Follow up internally to identify and implement service improvements.
• Oversee a team of customer service advisors, managing their performance on both individual and team levels. Conduct 1:1 meetings, performance appraisals, and ensure compliance with HR procedures.
• On-board new staff, providing training, coaching, and development opportunities for team members to enhance their skills and deliver outstanding customer experiences.
• Conduct staff presentations, including inductions, training sessions, and updates on new information and procedures.
• Motivate and monitor team performance, ensuring adherence to company policies and maintaining high service standards.
• Liaise with supervisors, other team leaders, team managers, external customers, and colleagues to gather information and resolve issues effectively.
• Report findings and results to management regularly, proposing ideas and recommendations for employee development and procedural enhancements.
• Assist the management team in hiring new employees and continuously improving the recruitment process.

Requirements:

• Proven experience in customer service within call centres.
• Demonstrated ability to coach, train, and develop individuals and teams.
• Strong leadership and motivational skills.
• Excellent communication and interpersonal abilities.
• Proficiency in handling complex enquiries and complaints.
• Knowledge of performance management and HR procedures.
• Collaborative mindset and ability to work well with various people and teams.

Why Join Parker Car Service?

• Be part of a market-leading company with a rich history and a promising future.
• Opportunity to shape and lead a dynamic and growing team.
• Competitive pay.
• Supportive and collaborative work environment.
• Continuous opportunities for professional growth and development.

If you are a dedicated and experienced leader with a passion for customer service and team development, we want to hear from you. Join us at Parker Car Service and help drive our business and team to new heights.

Job Type: Full-time

Pay: Up to £36,500.00 per year

Benefits:

• Company events
• Employee discount
• Free parking
• On-site parking

Work Location: In person