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Form of work
SalarySalary: £35k plus bonus
As the Customer Service Team Leader, you will be responsible for staff training, development, and the overall Customer Service experience.
Our client is a leading vehicle finance and rental company that offers flexible vehicle solutions to Uber drivers.
You will manage a team that is the first Point of After Sales Contact to drivers wishing to discuss their vehicle or hire contract.
The team you manage will look after general fleet and customer administration activity. This will include management of vehicle licence renewals, any fines or penalties received into the business, maintenance of vehicle and customer documentation.
Key Responsibilities:
- Managing Customer Service queries regarding the customers vehicle or account.
- Provide support and guidance around servicing, licencing, and insurance claims.
- Manage debt collection
- Manage the team to resolve customer queries and allocating to the responsible team member.
- Listen to outbound calls contacting customers as required (examples would be around service bookings, expired documentation, or rental renewals).
- Managing customer support tickets on CRM.
- Manage the team resolve customer queries
- Allocating complaints to the team within the business.
- Manage complaint escalations
- Management of vehicle licence renewals and any fines or penalties received into the business
Skills Required:
- Experience in management of direct customer contact, employee relations, budget and P&L review
- Ability to exercise sound judgment and make prudent decisions
- Excellent communication skills with ability to build rapport across the organisation with peers, staff and management, both written and verbal
- Strong team-oriented leadership skills and proven track record in a management role
- Ability to attract, evaluate, coach, and advance staff to create an effective team
- Working knowledge Microsoft Office, including Excel, Word, Power Point.
- Debt collection experience
