End of Contract Supervisor
Department: End Of Contract
Reports to: Remarketing / EOC Manager
Reports: 6 Direct
Overall objective and scope:
An opportunity has arisen for a bright and proactive individual to supervise the End of Contract Team. This role will support the EOC/Remarketing Manager by overseeing the day to day running of the department. The role will provide support for the executives and ensure the highest standard of customer service is delivered.
Working within the office you'll be a valued part of the team by ensuring that a superb customer experience is delivered throughout the end of contract process. Reporting to the End of Contract/Remarketing Manager, you'll work closely with the rest of the business to contribute to the continued growth and development of our rapidly expanding organisation.
The ideal candidate will have an interest in cars and the motor trade. IT competent, have excellent communication skills with a strong commercial sense. They will work well under pressure using their own initiative with a creative approach to problem solving. The ability to deal with a resolve complaints. They will operate with integrity and demonstrate a pro-active team approach towards customers and enjoy working with key stakeholders across the business to drive the sales process.
Key Duties and responsibilities:
- Assisting the team by monitoring, prioritising, and performing daily tasks where needed with them
- Ensuring team members are living our values
- Monitor and deliver against agreed department SLAs
- Coaching and training/developing of new and existing members of the team
- Performing monthly 1 to 1s with team members
- Appraisal and performance management of team members
- Call management and call coaching reviewing calls monthly with team members
- Case management/coaching reviewing cases monthly with team member
- Managing shift rota and holiday requests
- Managing sickness process
- Process management and improvements
- Monitoring and analysing the teams productivity with ideas and suggestions for improvement
- Liaising with the EOC/Remarketing manager to discuss department progress and areas of improvement
- Dealing with internal/external customers via phone and email
- Handling complaints (internal and external customers)
- Assisting with the selection process of new team members
- Leading biweekly team meetings
- Attending auction (if required)
- Ad-hoc responsibilities to assist EOC/Remarketing manager
Person Specification:
- Self-motivated, driven, strong attention to detail with a flexible approach
- Ability to make decisions under pressure and efficiently deal with customer issues and complaints
- Ability to lead, motivate and coach others
- Team player
- Understanding of the End of Contract/Remarketing process
- Motivated to identify ways to continuously improve the department
Skill Requirements:
- Strong organisational and time management skills with a proven ability to plan, problem solve and prioritise
- Excellent communication skills
- Proven ability to train team members
- Motivated and driven