eCommerce Team Leader

Calex is a specialist training and consultancy organisation partnered with several leading automotive manufacturers. We are currently seeking to recruit a Team Leader to join the eCommerce department at Stellantis in Coventry.

As a Team Leader you will play a pivotal role in driving performance, engagement, and service excellence within the Contact Centre. Responsible for leading a team of Brand Specialists and Brand Geniuses, the Team Leader ensures that every customer interaction reflects the brand's values and contributes to the generation of high-quality leads. Through coaching, performance management, and operational oversight, the Team Leader fosters a culture of accountability, continuous improvement, and customer-centricity.

Key Responsibilities

• Lead, coach and support a team to consistently meet and exceed KPIs
• Conduct regular 1:1s, performance reviews, and coaching sessions to develop individual and team capability
• Monitor and improve lead quality, ensuring all leads passed to retailers are well-qualified and conversion-ready
• Act as a point of escalation for complex or sensitive customer interactions
• Work with Compliance Officer to sure compliant with all regulatory, data protection and internal quality standards
• Work closely with the eCommerce Manager / Head of Digital, eCommerce to give lead feedback and campaign performance
• Main KPIs will include: Number of leads handled, qualified leads, SLA (1 hour) and answer rate

About You

• Recent retailer experience is desirable
• Proven experience in a leadership or supervisory role
• Passionate about delivering exceptional customer experiences
• Strong interpersonal and communication skills
• Ability to motivate and inspire team members to achieve goals
• Excellent problem-solving and decision-making abilities
• Strong organisational skills to manage schedules, resources, and workflows
• Stays calm under pressure and leads by example

Our Calex Core Values

We are looking for an individual who aligns with our company core values:

• Caring & Supportive
• Open & Honest
• Welcoming & Inclusive
• Collaborative & Inspiring
• Enjoyable & Rewarding
• Flexible & Adaptable
• Accountable & Reliable
• Healthy & Sustainable

To apply, please provide a full and up to date copy of your CV together with a covering letter detailing the skills that make you suitable for this role.

Salary & Benefits: Circa £38,000 dependant on experience, plus a discretionary bonus with potential earnings of up to £9,000 per year, option to join the Stellantis ECOS Vehicle scheme, 26 Days Annual Leave, Calex Employee Benefits Packages (Inc Private GP and Healthcare Services, High Street Discounts, Discounted Gym Memberships and on Demand 24 Hour Wellbeing Service (Counselling and Advice), Life Assurance, Pension, optional private Healthcare cover.

Contract: Permanent / Full Time

Working Hours: 40 hours per week

Working Pattern: You will work 5 days a week on a 7-day rolling schedule, which will include weekends.

Place of Work: Hybrid role, working from home and the Stellantis Performance Academy 2/3 days per week as a minimum.

Pre-employment Checks: Calex will undertake the relevant/standard employment checks with all successful candidate. This includes contacting all nominated references, as well as checking candidate ID, driving licence (if appropriate) and right to work in the UK. Some roles may also be subject to further pre-employment checks (confirmation will be provided through the recruitment process). The nature of this role may necessitate that we undertake a DBS check.

Employment: The successful candidate will be employed by Calex UK ).

Visa Sponsorship: Although Calex UK is on the register of Worker and Temporary Worker licensed sponsors, there is not an opportunity of sponsorship for this specific role.

Job Types: Full-time, Permanent

Pay: Up to £38,000.00 per year

Benefits:

• Canteen
• Company car
• Company pension
• Discounted or free food
• Employee discount
• Free parking
• Gym membership
• Life insurance
• On-site gym
• On-site parking
• Private medical insurance
• Store discount
• Work from home

Work Location: Hybrid remote in Coventry CV3 1ND