Customer Service Senior Team Leader
We want our customers to have the best customer service experience. We pride ourselves on our excellent standard of customer care. We have been helping customers to buy and look after their cars for over 50 years. Whether you are looking for a new or used car, or need servicing or repairs for your current vehicle, you can trust us to give you the very best service.
To further the care, we provide to our customers and to ensure that it is consistent across the Group, we have designed a new customer contact team that will deliver enhanced experiences to our customers across our dealerships, and it will enable us to build on the fantastic support we have given our customers over the years.
Principle Job Purpose:
Reporting to the Head of Marketing – Situated in Park West Dublin 22, the purpose of the role is to manage a team of agents who will be handling a variety of customer queries received via telephone, email, and webchat to support a variety of product and service offerings for the dealerships. The role will also involve working with other teams and external partners.
As the Senior Team Leader, you will be expected to manage your time to ensure that you meet with each member of the team throughout the week. You will be able to split the management of the team to ensure that all hours are covered during the opening hours with the Customer Centre Senior Agent, who will act as your main support within the team.
About the role:
The Customer Centre Senior Team Leader position is an integral role within the team, delivering front line, best-in-class customer service and support to customers, both internal and external, responding to their queries. You will have the great opportunity to be involved at the beginning of the formation of a new centralised team and share your insights and experience in continuously improving the quality of our customer care.
Responsibilities:
• Handle customer queries received via multiple channels, across a variety of product offerings and services for our customers.
• Understand and respond to customer needs and ensure that the response is dealt with appropriately to exceed the customer’s expectations, delivering high-quality customer service.
• Be a customer advocate for driving change which enhances customer experience on every interaction.
• Work as a part of a dynamic and continuously evolving team and support the team to meet their daily team standards.
• Management of daily workflow, staffing productivity and allocation of resources in line with demand.
• Continuous review, evaluation, and improvement of processes to assure operational efficiency and positive customer experience.
• Daily, weekly, and monthly reporting on agreed KPIs.
• Analysis of contact center data, identification of areas for improvement, and provide recommendations to management.
• Ensuring the effective operation of all contact center related tools – such as 8x8 and other customer support systems.
• Leadership of the team through team management, mentoring and ensuring development of each team member.
• Management of customer services escalations.
• Liaison with all areas of the organisation that will have an impact on customer experience.
This list is not an exhaustive list of duties. As the role and the team continue to develop you may be expected to perform different tasks.
Knowledge and skills:
You are highly motivated and passionate about delivering an exceptional customer service experience. You will have solid customer service experience, preferably in a contact center environment, with an aptitude both in listening to and understanding a customer’s needs and skillfully communicating in a professional and personable manner. Strong time management skills are essential to ensure all our customers queries are handled efficiently and effectively and ultimately brought to a satisfactory conclusion. You are confident and adept at working in a changing environment and identifying additional services which may add value and support. You will need to have 3-5 years’ experience in a contact center leader role with evidence of achievements. Be an experienced people manager who can train and develop staff along with managing their productivity.
Critical Skills:
• Customer & quality focused
• Building & maintaining relationships
• Good Communicator
• Attention to detail
• Critical thinking and analytical skills, data driven
• Cope with change
• Flexibility to learn new skills
• Strong team player
• Ability to prioritise the team workload
• Have a knowledge of SLAs and KPIs appropriate to a contact centre environment
• Strong communicator, with the ability to communicate effectively at all levels of the organisation to achieve results
• Ability to influence if changes are required.
