Salary: £29,435
Location: Leicester
The Team Leader for the Customer Support Centre, based within Business Services at our client's head office, will be responsible to motivate and develop a team to deliver contractual Key Performance Indicators, whilst ensuring the customer receives above and beyond their general expectations.
You will work alongside the Customer Relationship Manager and Corporate Sales teams to ensure the best possible service is provided to customers.
You will ensure department/company objectives are achieved. It is expected that you will manage the team to achieve all personal and team KPI's, contracted and expected service levels to maintain a high level of service standards across your department.
Responsibilities:
- Support the Customer Relationship Manager and perform management duties when Manager is absent or out of office
- Provide motivation to team members, including communicating team goals, deadlines and identifying areas for new training or skill checks
- Conduct team meetings to update members on best practices and continuing expectations
- Ensure company brand materials and physical working spaces meet and exceed company presentation standards
- Become a subject matter expert within the team for all team related topics
- Work with Operations, Sales and other key departments to ensure delivery of contracted terms (e.g. non turn downs, supplementary paperwork adherence, telephony service levels, etc)
- Manage agent performance to ensure achievement of Key Performance Indicators
- To be confident to follow through with action following poor performance with PIP/PDP & disciplinary
- Coach, develop and mentor agents and nurture an environment where they can excel through encouragement and empowerment
- Conduct regular one-to-one sessions and annual performance reviews
- Ensure all RTW and Time Keeping forms are completed when required
- Work with Internal/External departments, Operations and Colleagues to provide solutions for Europcar's customers
- Highlight any trends and root cause issues were identified
Key skills and attributes required:
- The ability to work with staff at all levels
- A naturally helpful, outgoing, confident, friendly and enthusiastic approach to their work and their colleagues.
- A 'can do' approach to going the extra mile for both staff and customers
- Ability to work in a pressurised environment working quickly and effectively to meet required standards
- Recognise achievements and deal with performance related issues
- Effective and sensitive oral and written communicator
- Ability to provide constructive support and advice
- Excellent administrative skills
- Planning and time management skills
- Ability to encourage, motivate, coach and inspire people
- Ensuring that a professional and courteous image is portrayed at all times
- Provides clear direction that others follow whilst being approachable at all times
- An ability to manage own workload and that of others to meet deadlines
- Ability to work as part of a team to meet business objectives
- IT literate
- Excellent time management and organisational skills