Team Leader

☞ Copart UK Limited

View: 102

Update day: 13-05-2024

Location: Peterlee North East

Category: IT - Software

Industry: Motor Vehicle Manufacturing

Position: Mid-Senior level

Job type: Full-time

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Job content

Copart are looking for a Team Leader to join our busy Peterlee Contact CentreThis isn’t your average Contact Centre - no weekend or evening working!As Team Leader, you will manage, motivate and lead your Customer Service Advisor team to ensure that we deliver exceptional service to our customers first time, every time.Main Duties & Responsibilities
  • Ensuring that the required standards of operation are consistently delivered by your team. Monitoring the efficiency and effectiveness of day to day work of the team and contributing to the identification of opportunities for improving service operations, to meet customer expectations.
  • Responsible for the leadership, motivation and development of staff, identifying training and development needs and planning how these needs will be met and evaluating the training received.
  • Constantly reviewing and evaluating the effectiveness of individual team members against SLA’s and measuring team performance through appropriate KPIs and other indicators.
  • Install appropriate quality standards into own objectives and day-to-day activities that will ensure the delivery of operational excellence within your team.
  • Assist in the development and promotion of a culture that actively supports the Company’s Mission, Vision & Values and where best practice is identified, ensure it is shared with other team leaders to the benefit of the whole Customer Contact Centre.
  • Continually deliver on improving the Customer Experience, both internally and externally, providing appropriate training interventions as and when required.
  • Ensure all correspondence and telephone queries are dealt with in accordance with agreed performance standards and provide reports on performance periodically as required.
Essentials
  • Proven experience in a customer focused environment
  • Evidence of working in support of continuous improvement and delivering high performance standards
  • Ability to be hands-on and act with integrity
  • Demonstrable problem-solving skills
  • Strong verbal and written communication and interpersonal skills
  • Dynamic, energetic and motivational leadership style
  • Good IT skills, especially in Microsoft Office & Excel
  • Well-presented and professional manner
  • Prioritise workload
  • High attention to detail
Desirables
  • Examples of self-driven continuous learning
  • Automotive or insurance sector experience
  • Previous experience operating at Customer Contact Centre Team Leader level
  • GDPR Knowledge
What We Offer You In Return
  • Monday to Friday working
  • 23 days holiday plus bank holidays and an additional day per year to celebrate a special occasion to you
  • A further paid day to volunteer for a charity of your choice
  • Competency framework - the more you learn, the more you earn!
  • Medicash Cover - look after you and your family by providing a range of positive health care benefits
  • Contributory workplace pension plan
  • Life Assurance cover
  • The ability to purchase shares in a successful global company at a discounted rate
  • An exclusive deals and discounts website saving you money on everyday purchases, treats for the family, eating out, and utility bills for the home
  • Car Benefits Scheme - we can help you take step towards driving green.
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Deadline: 27-06-2024

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