Location Chippenham
Job-type Permanent
Salary £34k - 36k per year
Contact Andy Haddon
Call Andy
Email andrew.haddon.42D290FB4.0@applybe.com
Reference 98604

Customer Service Team Leader

Wiltshire

£34,000 - £36,000

Our client are a national fleet management company who are seeking an experienced customer service team leader to join them at their Wiltshire Head office.

Responsibilities

  • Ensure achievement against departments KPIs
  • Act upon performance information provided, coaching and guiding staff members to improve knowledge and skill where required
  • Chair regular employee performance reviews and annual appraisals, and manage follow up actions
  • Support team development and personal development within teams – helping teams and individuals to be the best they can be by:
    • empowering individuals to contribute to team, department and company success.
    • delegating authority appropriately to build knowledge and skill.
    • recognising each member as an individual and taking active interest in their goals.
    • acknowledging and rewarding good performance.
    • communicating constantly and consistently – sharing department and company activities and goals to build understanding and engagement.
    • proactively monitoring morale and motivation, reporting to line management and HR where action is required.
    • organising, preparing for and facilitating positive team meetings, focusing on continuous improvement
    • fostering an open environment where constructive feedback is actively encouraged, thoroughly considered, acted upon (where appropriate) and action plans fed back to employees.
  • Work with counterparts in other departments to promote effective cross-departmental communication
  • Complete direct report back to work interviews
  • The ability to manage short and long term projects
  • Act as the departments representative at wider team meetings
  • Be the initial contact for all internal customers regarding the function
  • Ensure that all driver experience with ARI exceeds their expectation
  • Monitor the delivery of the function and make suggestions to develop it, focusing on delivering a comprehensive and quality service to its customers
  • Perform all other duties and special projects as assigned.

 

Experience

  • A proven track record in team management with a minimum of two years’ experience managing a large diverse team
  • Fleet or call / contact centre experience desirable but not essential
  • A proven track record of dealing with customer care situations

If you have any questions about this role please contact Andy Haddon on 01453 79617