Team Leader - Cambridge, United Kingdom - Marshall Group

Marshall Group
Marshall Group
Verified Company
Cambridge, United Kingdom

1 month ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description


We have an excellent opportunity to join our call centre team as a supervisor/ team leader. You will be responsible for 10 team members working a 4on/ 4off shift 9am to 9pm.


Purpose of the position:


Working under the guidance of the Call Centre Manager, the main aim of a Fleet Services Team Leader is to provide excellent customer service; to meet and exceed their customer's requirements and KPI's whilst being responsible for overseeing the call centre advisors in the absence of the manager.


The benefits we will offer you include:

  • 25 days holiday increasing with service
  • Pension contributions up to 6%
  • Extensive flexible benefit program including Cycle to Work
  • Life assurance at 2x basic salary
  • Paid volunteering leave
  • Access to industry leading wellbeing resources and tools

Essential job functions:

  • Answer all inbound calls to the Customer Service Centre within KPI
  • Deliver exceptional customer service across the board by achieving ontime delivery, product excellence and adherence to customer requirements.
  • Build close working relationships with the suppliers/internals to promote cooperation and ensure utilisation and optimisation of work allocation.
  • Support the management team with any tasks/requests as required by the demands of the Service Centre.
  • Chase Suppliers on the timely completion of jobs, keeping VOR within KPI.
  • Participate in meetings with the management team to improve procedures within the business.
  • Update notes on system to reflect status of jobs and log any calls received to and from customers. Keep customer informed at all time of status of repair of vehicle and adhere to any queries from the customer in a timely manner.
  • Acting as the key contact for the management team and customer within call centre operating hours

Experience:


  • Previous working experience within a customer orientated, service environment.
  • Previous experience of supervising or leading a team in a call centre environment is essential.
  • Knowledge of vehicle parts would be an advantage.

Knowledge and skills:

  • Ability to prove and demonstrate your experience in the provision of high levels of customer satisfaction.
  • Excellent computer literacy, R2C is preferable.
  • Ability to work as part of a team and on your own.
  • Attention to detail. Must be flexible and motivated.
  • Ability to communicate information clearly both verbally and in writing.
  • Professionally presented and possess a good work ethic.
  • Ability to make confident, accurate decisions in the absence of the call centre manager and lead the team, assisting with the rota, Dealing with Complaints / difficult situations and ensuring there is sufficient cover within the call centre at all times.
Marshall Group is an Equal Opportunity Employer

here

More jobs from Marshall Group
See all jobs of Marshall Group