Customer Operations Team Leader

BCA are the biggest name in Europe’s vehicle remarketing industry, backed by the Constellation Automotive Group, we’re part of a family including cinch and WeBuyAnyCar.com. We’re growing hugely and are on a key digital transformation journey. Through acquisition, simplification and innovation BCA aims to drive accelerated growth. Backed up by industry leading technology we have a nationwide team of logistics and inspection professionals and offer a full range of integrated services to support our customers through the entire fleet management process.

Role Overview

We are looking for a strong and experienced people manager to manage one of four operational circuit teams to achieve agreed service level performance. In this role you will utilise driver resource capacity on the most cost effective basis possible. The Team Leader will ensure all BCAL operational facilities are effectively utilised and supported and ensure the Operations Team is utilised effectively.

Responsibilities

• Ensure the regional team you are responsible for is appropriately resourced both internally/externally, structured and led to deliver service levels to the agreed levels.
• Ensure all staff have clear objectives, guidance & support and are effectively performance managed which includes an annual performance review.
• Monitor processes and policies in support of BCAL goals. Implement departmental policies and procedures to maximize output.
• Work with performance management and continuous improvement. ISO 9001/2008/
• Support operational colleagues to ensure optimal planning of resources, particularly in the size and capability of the BCAL driver resource.
• Working with the compliance team on continual driver development.
• Provide day to day leadership to the regional team to ensure maximum effectiveness, efficiency and co-ordination of all elements of service delivery for BCAL.
• Working with the operational management to ensure that the regional teams meets their goals and that they are receiving the required number of assessments, to the agreed quality standards and deadlines and to a schedule that enables effective planning and delivery of the agreed KPI.
• To ensure that the accuracy, quality of work and communication to customers both internal/external is of a consistently high standard.

Initiatives:

• Implementation & focus on system accuracy and internal process adherence.

Significance of Role:

• A critical role in the successful delivery of the BCAL service as this role provides the oversight to management and coordination of all service delivery.
• Each circuit managed by this role has a significant contribution to overall efficiency, effectiveness, profitability and overall delivery of service.