This role focuses on leading team development and fostering a positive, collaborative work environment. Your primary responsibility is to guide and support your team in achieving both individual and collective goals, while also promoting their professional growth and enhancing group cohesion. Through effective leadership characterised by clear expectations, a strong emphasis on a positive work culture, and teamwork advocacy, you will inspire and mentor team members with ongoing coaching and constructive feedback.
In this position, you will evaluate team members’ strengths and weaknesses to create tailored professional development plans. You will implement training programs and workshops to improve skills, knowledge, and overall team capabilities, alongside cross-training initiatives to diversify individual skill sets. By encouraging open communication and proactively addressing concerns, you will help maintain a harmonious and productive work environment.
Job Summary
- Manage and assign all customer and dealer requests, including repair requests, cancellations, invoices, and general inquiries, ensuring priorities are considered and allocated accordingly.
- Monitor work productivity and ensure tasks are actioned in optimum priority order.
- Drive and support initiatives requiring launch and ongoing management, such as new clients, campaigns, or products.
- Provide effective leadership by setting clear expectations, fostering a positive work culture, and promoting teamwork.
- Guide and inspire team members through coaching, mentoring, and continuous feedback.
- Address performance issues promptly and constructively, fostering a culture of continuous improvement.
- Serve as an escalation point for complaints, assisting with consumer/client escalations.
- Encourage profitability and drive business revenue through recommendations for improved processes and services.
- Maintain relationships with key contacts at suppliers and partners, assisting in prioritising workloads and managing campaign performance.
- Approve annual leave requests for departmental agents and conduct return-to-work meetings.
- Support the development of agents through one-on-ones and personal development programs.
- Lead incentive initiatives to drive employee engagement.
- Implement new processes and initiatives in the department as required.
- Lead team forums, including daily stand-ups and monthly team meetings.
- Organise and conduct ongoing training.
- Support the business and direct reports with queries, working efficiently to troubleshoot and propose solutions.
- Assist the departmental manager in delivering the departmental strategy.
- Collaborate with the departmental manager to ensure all KPIs are met or exceeded.
- Complete probationary reviews for new starters.
What you’ll need
- Previous experience in a supervisory role (minimum of 3 yrs).
- High level of customer service experience.
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities.
- Ability to lead a successful team and train, develop and coach individuals.
- General PC skills and experience in MS Office.
- The ability to work well & remain calm with a professional approach under pressure, producing a high standard of work.
What you’ll receive in return
- 25 days holiday (pro-rata) increasing to a maximum of 32 days with service (plus bank holidays).
- Employee benefits scheme, including opportunity to purchase up to 3 days holiday, health cash plan, dental cover, travel insurance, life insurance, cycle to work scheme and charitable giving.
- Employee Recognition Awards.
- Long Service Award Scheme.
Job Type
- Hybrid/On site
- Full Time
- Permanent opportunity
- Salary Up to £26,000 – £30,000 basic per annum, dependent on experience, plus £2000 commission per annum
Please be advised that this role will be subject to a Financial Records check and a Basic DBS.