Customer Service Team Leader
Core
Lead and manage a team within the Customer Service department to achieve KPIs, SLAs, and high-quality service standards for drivers, brokers, and dealerships.
Role type
Senior Customer Service Team Leader
Builds
Customer service operations and team performance
Domain
Mobility / Automotive leasing / Customer Support
Deliverable
Dashboards & analysis
Required skills
Team leadership, performance management, coaching, stakeholder management, problem solving, IT literacy, compliance knowledge
Preferred skills
Knowledge of UK regulated and finance industry, commercial awareness
Technologies
Microsoft Office
Responsibilities
Manage team resourcing and workflow to meet productivity and SLA metrics; Provide feedback and coaching to maximize individual and team performance; Monitor quality frameworks to ensure good customer outcomes; Conduct monthly performance reviews and implement improvement plans; Develop training and succession plans; Ensure documented processes and procedures are adhered to; Utilize reporting for team metrics and escalate policy issues.
Seniority
Senior, hands-on IC