Contact Centre Team Leader

**RAMP (Repair and Maintenance Plans)** is an exciting, innovative and forward thinking business that provides a range of automotive repair and maintenance plans throughout the UK.

We specialise in partnering with the very best franchise and independent motor retailers to provide their customers with industry leading products that deliver the highest levels of care for their vehicles and exceptional customer service standards.

Due to rapid business growth, we are currently looking for brand new talent for our Contact Centre based at our friendly Head Office in Peterborough.

**Benefits include**:
The opportunity for a Contact Centre Team Leader to join our friendly team**. **We believe that by identifying your potential and investing in your future, you will be able to develop skills and gain the experience that will enrich your career prospects.
- Salary - £27,000-£30,000 basic (Subject to Experience)
- OTE up to £36,000
- Company laptop
- 31 Days Paid Annual Leave (including Bank Holidays)
- Associate Assistance Programme (AAP) - _Confidential access to a range of support and advice, including a confidential helpline, counselling sessions, access to a Doctor 24/7, physio advice and support from other Health Experts._
- Life Insurance Benefit
- Preferential rates for servicing, MOTs and parts at selected businesses in the UK
- Fantastic discounts on vehicles sales at selected businesses in the UK
- Pension scheme

**Job Role**:
To manage the day to day performance of the contact centre based team:

- Coach, lead & motivate a team of Customer Service Advisors to ensure they consistently deliver high standards, outstanding service, achieve KPI's and SLA's
- Monitoring & supporting team performance and productivity
- Carrying out regular call evaluations and call audits and coach accordingly around 'right first time' quality and GDPR
- Support recruiting, inducting, onboarding and train new recruits
- Setting team rosters, managing absences and coordinating holiday leave
- Leading by example, setting targets and motivating team members
- Ensuring customer service standards remain high and continually looking for ways to improve
- Running monthly staff appraisals and team meetings for team members
- Identify future talent and create personal development plans
- Issue appropriate reward and recognition to celebrate success
- Support under performers using performance improvement plans and, where required, manage poor conduct and capability
- Ensuring the team adhere to health & safety policies at all times

**Successful applicants will possess and be able to offer**:

- Essential to have leadership experience preferably in Motor Products/ Warranty.
- Capable of leading a team undertaking multiple tasks in various section of the business.
- Have demonstrable experience of improvement and development of processes.
- Capable of identifying issues and delivering remedies to rectify
- Possess excellent communication, organisation an inter-personal skills
- Be enthusiastic, respectful and friendly to customers and colleagues.
- Possess a positive / can-do attitude.
- Have the passion and ability to deliver an outstanding customer service.
- Possess high levels of integrity and drive to succeed.
- Computer literate, including Microsoft Office

**Work Pattern**

This is a permanent full-time position
- Monday - Friday
- 9.00am - 5.00pm
- **Repair and Maintenance Plans Ltd (RAMP) are an equal opportunities employer.**_
- **Your data will be held in line with the General Data Protection Regulations 2018.**_
- **For further information you can request our Data Privacy Notice.**_

**Job Types**: Full-time, Permanent

**Salary**: £27,000.00-£30,000.00 per year

**Benefits**:

- Company pension
- Employee discount
- Life insurance
- On-site parking
- Wellness programme

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme

COVID-19 considerations:
Fully Covid-19 Secure

Work Location: In person