Service Delivery Team Leader

Service Delivery Team Leader
Birmingham

About Engineius

Engineius’ goal is simple: to make vehicle movement easy. We are on our way to creating the leading end to end movement solution in the UK for our customers (such as Hertz and The AA), delivered by our network of 600+ drivers and transport agents across the UK.

Since going live in 2018 we have acquired over 80 clients, many of which can claim to be amongst the largest players in the UK automotive industry. We are already one of the largest competitors in our space, but have ambitions to grow much further.

And we can see our hard work paying off, so much so that we are very proud to be a Multi-Award winning company.

So put your seat belt on, and apply today to join the Engineius Journey.

Service Delivery Team Leader - What We Are Looking For:

We are looking for an ambitious, experienced and goals-orientated Team Leader to join our Service Delivery Team in Birmingham. You will be part of the management team responsible for overseeing our internal operations to ensure we deliver a market leading service to our customers and suppliers. Guided by the Operations Manager, you will lead, manage and motivate a team of office-based Movement Experts to meet the company’s goals and objectives.

Service Delivery Team Leader - What You’ll Be Doing:

• Managing the individuals within the team to maximise their output
• Set clear tasks for the team on each shift and ensure tasks completion
• Drive high standards through strong leadership and consistent communication
• Prioritise team task completion on a shift-by-shift and week-by-week basis depending on the different demands of each shift/week
• Manage and/or help to resolve any issues, complaints or disputes with customers
• Proactively monitor multiple tasks, foreseeing issues, prioritising urgent requests and taking action ahead of time
• Build and then maintain relationships with customer contacts, prioritising where required
• Build and then maintain relationships with suppliers, particularly agents
• Leading commercial discussions and negotiations with suppliers
• Keeping unnecessary costs to a minimum
• Understanding what makes the organisation successful and what success looks like for the company - and explaining this to the team
• Shares company values and ambition with the wider team to enhance individual performance
• Providing guidance to help colleagues take the right course of action
• Take control of complex situations that your experience mean you are better placed to resolve
• Act as another pair of hands when demand requires this, helping the team

Service Delivery Team Leader - What Characteristics Are We Looking For?

• A genuine desire to take responsibility and accountability, and a person with ambition to progress quickly in a growing business.
• Persuasive in communications, with a particular focus on building trust and maintaining relationships via the phone, and the ability to change tone to suit the situation and audience.
• Positive, enthusiastic and 'can-do’ attitude to work, and the strength of personality to ensure this influences the rest of your team positively.
• Commercial awareness, with a proven track record of taking difficult decisions to maintain and grow profitability.
• A customer focussed attitude, always seeing every situation from the customer’s point of view and acting accordingly.
• Skill in people management, and showing that you take enjoyment from getting the best out of a team.
• Goals orientated, a 'finisher’ not a 'starter’.
• Prior experience of managing a team of people to achieve their goals is essential. Beyond that, it would be advantageous to also demonstrate a proven record of:
• Contact centre experience desirable
• Commitment to delivering customer service;
• Growing the scope of a job role;
• Choosing to take extra responsibility and accountability;
• Developing improvements to processes and procedures.

Service Delivery Team Leader - What You Can Expect:

• Great central Birmingham office location (Somerset House, 37 Temple Street, Birmingham)
• Free use of the onsite gym, showers, free hot drinks and breakfast
• Monthly social events in the office and quarterly company socials
• Local business discounts
• Well-being is important to us, we offer free access to LifeWorks
• Discounts on private health insurance, major retailers, gyms, cycle-to-work scheme

We truly believe that diversity and inclusivity make better teams - we want to receive applications from as wide a range of people as possible.

We want you to be you.