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Client Services Team Leader
Fleet AllianceTeam Leader responsible for day-to-day management of the Client Services Team at Fleet Alliance. Ensuring excellent customer service and team performance in Glasgow, hybrid work.
About the role
Key responsibilities & impact- Responsible for the day-to-day management of the Client Services Team
- Ensure that the team performs efficiently and minimises the number of issues that arise
- Ensure team objectives are met
- Manage the day-to-day workload of the team
- Manage the day-to-day escalations within in the team
- Training/coaching of all new customer service staff
- Identify training needs and assist with “on the job” training where appropriate
- Ensure that we are within our SLAs for all areas and suggest process improvements where necessary
- Suggest process changes/system developments to allow better efficiency within the department
- Resolve any escalated issues in a timely and efficient manner
- Escalate any issues to Client Services Team Manager timely to ensure a quick resolution
- Provide required reports to Team Manager
- Work closely with finance companies to ensure our processes are in line with the standards required
- Assist with monthly billing to Fleet Managed clients
- Assist in the implementation of new Fleet Managed clients
- Deliver key projects agreed at the start of the year
Requirements
What you’ll need- An interest in People Management and Leading Teams
- Excellent product and internal process knowledge
- Excellent problem solving skills
- A good understanding of delivering excellent customer service
- Attention to detail is essential
- Excellent knowledge and understanding of customer service and the impact on the business
- Ability to work within deadlines
- A sound knowledge of Excel, Word and Outlook
- Excellent written and verbal communication skills and problem solving abilities
- Excellent organisational skills and the ability to deliver multiple tasks and priorities
Benefits
Comp & perks- 35 days holidays plus 2 duvet days, a shopping day, a volunteering and your birthday off every year!
- Annual Birthday Voucher, Wellbeing Voucher, VIP Concert Tickets, a fitness tracker and a range of social, charity and wellbeing events
- A wide array of flexible benefits to choose from such as cinema tickets, gym memberships and health benefits
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer serviceproblem solvingprocess improvementtrainingreportingbillingproject managementteam managementSLA managementprocess development
Soft Skills
people managementleadershipattention to detailorganizational skillscommunication skillsability to work under deadlinescoachingefficiencymultitaskinginterpersonal skills