Contact Centre Team Leader
Chelmsford, GB
5d ago

About the position

The successful candidate for our Customer Contact Centre Team Leader position will have previous experience in a similar role and proven customer service skills acquired from within either the automotive, retail sales, or call centre environments.

You will be welcomed into a warm and friendly team and have the opportunity to work with many exciting products and brands.

A large part of the Customer Contact Centre Team Leaders position involves :

To manage, support and lead a team of Customer Contact Inbound and Outbound booking Advisers on a day-to-day basis ensuring daily targets and high levels of customer satisfaction are achieved.

To maximise revenue opportunities for the group, by delivering messages that are targeted, timely and relevant to customer requirements.

To deliver an outstanding customer experience with Group 1 Automotive retail centres.

  • Manage the inbound and outbound calls on behalf of the Customer Contact Team to all Group1 retail centres in line with agreed service levels and performance targets by working closely with the team on a day-to-day basis.
  • Manage the fair and consistent application of performance management and disciplinary measures as appropriate.
  • Lead team meetings and conduct one-to-ones as required providing further coaching as necessary.
  • Communicate with both customers and colleagues in a friendly, courteous, and positive manner, as per established customer-retail centre relationships.
  • This may include taking over complaint calls escalated by other members of staff.

  • Manage the day-to-day operation, prioritise and assess activities to ensure we answer calls within the agreed SLAs and create a performance-orientated culture.
  • Accurately maintain and update the company’s customer and vehicle CRM databases including the update of the weekly POLK process.
  • This will include checking job cards from your team to ensure quality and accuracy.

  • Escalate any appropriate problems to Customer Contact Manager.
  • Identify to the Customer Contact Manager, areas in which there is a potential for improvement in efficiency, business opportunity, and other general good practice.
  • Maintain a high standard of current product, process, and system knowledge.
  • Be present for work in smart, clean, professional attire, noting the Company’s appearance policy and maintain high standards of manner, behaviour and integrity.
  • Display an enthusiastic, motivated and committed approach to work.
  • Communicate professionally at all times.
  • Observe and embrace the Company’s core values.
  • About our requirements

    We expect you to demonstrate some skills that will prove very beneficial in the position, including :

  • Customer awareness.
  • Ability to work to deadlines and targets.
  • Strong teamwork skills.
  • Confident and professional communication skills.
  • Preferred but not essential is previous experience leading a team preferably within a call centre environment
  • About us

    The Group 1 Automotive network is a well-established and growing automotive group in the UK, with offices also in America and Brazil.

    Group 1 Automotive is the 10 th largest dealer group in the UK, representing Barons Group, Beadles, and Think Ford. All dealerships in the Group 1 Automotive network offer fantastic career opportunities, state of the art resources, training and competitive earnings packages.

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