Customer Service Team Leader

Company description:

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Job description:

Job Overview

We have a new vacancy for an experienced Customer Service Team Leader to join our very successful, established team. In this role you will supervise the day to day smooth running of the department, motivate the team to drive performance and ensure all activities are competed on time and in a professional manner. This role will lead, guide and support the team to deliver fantastic Customer Service to our customers.

In addition to this you will support the Contact Centre Management team in recruiting, inducting and developing the individual capabilities of all new and existing colleagues.

This role will be hybrid with time spent working at our Head Office and time working from home. 

Why work for LKQ

We prioritise our people, believing they are the foundation of our success. With our Colleague Promise, our people focused initiatives and other benefits, we foster an inclusive work environment where everyone can be truly themselves. Flexible working options promote a healthy work life balance, and we're committed to your career growth with various training and development opportunities ensuring you can thrive within the business. If you're passionate, committed, and driven to excel, we want you in our team. .

Key Responsibilities

• Managing the day to day line activities of the call centre
• Assisting the Customer Service Management team in coordinating team workload
• To motivate and lead the team to deliver and exceed all individual and team KPI/SLA targets across all contact types (calls, emails and chat)
• To take ownership of escalated customer issues, ensuring resolution and the positive relationship between Euro Car Parts and the customer is maintained
• To strive for and lead the team in “first time fix” resolution for all customer contacts
• To understand and use MI data to improve underperformance and reward great performance
• To support in the training and development of the team, monitor performance including the quality of contacts and hold individual colleague reviews
• To use CSAT feedback as a tool to develop individual and team performance
• To build friendly and supportive working relationships with colleagues throughout the business
• To support the Contact Centre Management to deliver all business targets and objectives

Skills and Experience

• Previous experience of managing and supporting a contact centre or Customer Service Team
• Experience in leading and delivering fantastic Customer Service
• Excellent time management skills with the ability to work under pressure, maintain control and remain professional at all times
• Strong and proven leadership skills, with the ability to supervise and delegate work effectively

What we offer

• Enhanced parental benefits
• EAP
• Pension
• 25 days annual leave
• Hapi-benefits (retail discount)
• Staff discount

LKQ Euro Car Parts sits at the heart of the automotive aftermarket, supplying an unrivalled range of vehicle parts to over 18,000 customers through a world-class logistics operation in the UK and Ireland. But we’re so much more than just a parts supplier – we lead the market through innovative digital and service offerings, supporting our customers every step of the way as they prepare for the future. If you want to start your career with LKQ Euro Car Parts apply now.