Contact Centre Team Leader

This is a new and exciting role for our business. You will be working as part of the Retention Team as a Team Leader, Managing a team of 5 and also making outbound calls to our database to book vehicles in for service/MOT's etc. The role also includes an essential customer service element, as you will be the point of contact for our service customers visiting the centre.

Working full time - one week Monday to Friday 8.30am - 5.30pm 40hrs per week.

The salary is competitive with a performance related pay plan for bookings, upsell, etc.

**Summary of Purpose**

Strong Team Leader skills, Driving and training the team to achieve Targets. Show a flexible customer centric approach to work whilst working alongside a busy service team - you will maximise the booking facilities within the centre to ensure the workshop is kept productive and maximise every opportunity

Where necessary, makes outbound calls within agreed time scales and in an appropriate manner, giving high standards of customer service and ensuring all aspects of the services/products provided are up sold where appropriate.

Works with the team to create and maintain company activity to deliver profitability and high customer satisfaction.
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**Main responsibilities and duties**
- **Secure business for the Centre **_
- Leading the team to achieve there objectives and the companies targets
- Dealing with outbound calls to meet business demand
- Contact customer & obtain bookings with the Aftersales/sales/relevant department.
- Identify, upsell and book any other business opportunities with customers (i.e. warranty checks, recalls etc.)
- Ensure high standards of customer service, ensuring you accurately record information and pass calls through to relevant colleague or take messages which are then passed on and actioned by colleagues with support from yourself if needed.
- Ensure that all relevant target information for all customers is captured.
- Process all bookings and any amendments efficiently and accurately.
- Promote the key features of the John Roe experience to all customers.
- Carefully and accurately record daily achievements.
- Meet daily/weekly target rate of booking calls as set by Service & Retention Team Leader/Aftersales Manager
- Carries out all work in an efficient, professional and safe manner, to meet customer requirements and maximise call centre and marketing utilisation and productivity.
- **Develop positive customer relations**_
- Aim to deliver complete customer satisfaction and consistently exceed expectations.
- Contact businesses or private individuals by phone to ensure they received “complete satisfaction” in all areas of their visit with the dealership.
- Determines requirements by working with customers identifying & overcoming any objections
- Resolves problems by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions and escalating unsolved problems in the correct manner
- Fulfils requests by clarifying the desired information, completing requests/transactions and providing customers with relevant product and service information
- Sells additional services by recognising opportunities to upsell accounts/services and explain new features
- Enter new and update existing customer information into relevant systems accurately and efficiently
- Follow up customer calls on a needs basis
- Document/record all call information according to standard operating procedures and keeps equipment operational by following procedures and reporting malfunctions
- Deliver prepared sales scripts to persuade existing and potential customers to purchase a product or service
- Ensure adherence to GDPR

**Works as a full member of the dealership team**
- Work with colleagues and teams across the dealership to provide a seamless service to customers
- Take an active role in campaigns and strive to achieve/exceed set personal and team targets.
- Updates knowledge by participating in educational and training opportunities
- Enhances organisations reputation by accepting ownership for accomplishing new and different requests, exploring opportunities to add value
- Communicate effectively with customers and colleagues.
- Has a flexible “can do” approach to the variety of duties within the role.
- Assist departments with administration or additional duties to ensure daily functions and tasks are completed and met in a timely manner Builds rapport and understands customers’ needs

Key success criteria
- Service booking targets/sales
- Achieving customer call rate targets
- Add on products target achievement
- Complete Customer Satisfaction from physical and telephone interactions
- Teamworking/relationships across the dealership and Group
- Data entry & telephone skills
- Excellent communication skills
- Problem solving and persuasiveness/negotiation techniques
- Multi-tasking
- Interpersonal savvy

**Personal Specification**

**Essential**
- Previous cal