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Customer Care Team Leader

2 weeks ago

StokeonTrent ST RW, United Kingdom Click Dealer Full time £25,000 - £28,000 per year

Job title: Customer Care Team Leader

Location: Onsite – Click Dealer Stoke on Trent ST4 (5 mins from Stoke On Trent Railway station)

Hours: 35hrs pw, Monday – Friday 9am – 5pm

Base salary: £28,000 DOE + company benefits

About Click

We have over 20 years' experience in the Motor Dealer environment and have an extensive range of clients across the UK and a portfolio of award winning products including: websites, dealer management systems, lead generation & management, stocking solutions and finance technology. All of these innovative solutions improve car dealer performance, empowering our customers to buy and sell more vehicles, more profitably, more often.

The Click culture

It's important that all our team members (or 'Clickers' as we affectionately call our employees) feel part of our Click family – we want you to feel welcome here. We have a friendly and informal company culture where people can perform at their best and deliver amazing solutions for our customers.

The role

We're looking for a Contact Centre Team Leader with amazing leadership qualities to coach, motivate and develop a team of between five and ten customer care agents to deliver a high standard of customer service. You will play a key part in ensuring our incredible company culture and dedication to providing award winning solutions to our customers continues.

This is a partially operational role and assisting with calls and responding to email enquiries from customers will form part of the position. In addition, the Team Leader will:

  • Create a strong team culture and align to the company vision, mission & values.
  • Drive a world class customer experience utilising Clicks' quality assurance process.
  • Working collaboratively with the Head of Client Services and Key Stakeholders to build strong relationships and drive our culture amongst your team.
  • Team Management duties e.g. review and analyse agent performance, resource planning for annual leave cover, coordination of incentive schemes.
  • Drive customer retention and build customer loyalty through strengthening customer relationships, delivering on SLAs, handling escalations brilliantly.

Skills and experience you will need to demonstrate

  • Previous contact centre experience and a strong grasp of strategic KPIs and their use in driving organisational and commercial success.
  • Previous team leadership experience including coaching & mentoring.
  • Strong organisational skills, with the ability to multi-task.
  • Strong attention to detail.
  • Confident in making decisions.
  • Calm under pressure.
  • Data driven & analytical.

Job Types: Full-time, Permanent

Pay: £25,000.00-£28,000.00 per year

Benefits:

  • Company pension
  • Health & wellbeing programme
  • On-site parking

Application question(s):

  • Are you aware that this is an office based position in Stoke on Trent ST4 area?
  • Do you have previous contact centre experience?
  • Do you have experience of leading a team?
  • Will you now, or in the future require visa sponsorship to undertake the role that you have applied to?

Work Location: In person