Customer Support

• We are looking for an experienced Team Leader to join our Driver Support department leading a team of 5-8 advisors.
• Reporting to the Customer Excellence Manager, the Team Leader is responsible for managing their team, ensuring they deliver an excellent driver experience by instilling a culture of care, warmth and pride to ensure customer retention.
• The Team Leader collaborates with key stakeholders across business areas, to ensure the overall business and department continue to achieve and drive continual improvements. We are looking for an individual who drives performance outcomes, and who can build strong relationships with their team, being focused on motivation, development and support.
• **Customers:**
• - Coaching and developing advisors to answer queries from fleet contacts and drivers with first-time resolution via phone and email. Ensuring all advisors are clear about the purpose of their role and understand how they are performing
• - It will be critical for you to build relationships with a variety of suppliers and internal stakeholders.
• - Contribute to all customer on-boarding meetings as requested.
• **Operational:**
• - Conduct daily case management to monitor performance and distribute tasks.
• - Handling escalated complaints and issues according to the Policy, and in collaboration with stakeholders such as OAMs and SAMs. Conducting investigations using root-cause-analysis to turn around the customer experience.
• - Identify and deliver opportunities to improve efficiency, enhance service, minimise errors and reduce costs, using Kaizen methodology.
• - Conduct a variety of Quality Checks including monitoring Email, Phone and Complaints to ensure accuracy, professionalism, and tone which deliver an excellent customer experience.
• - Taking ownership of all GDPR and Cyber Security requirements across the team and providing training and coaching on best practice.
• - Produce regular activity and performance reports for the Centre Manager and Head of Undertake Daily Management TPS tasks, including creating rotas, setting and monitoring KPIS and Producing KPI reports routinely and as required.
• **People:**
• - Conduct fortnightly team meetings with an agenda and follow-up actions.
• - Undertake a range of HR activities including but not limited to absence management, performance management, PReviews and new starter reviews to ensure all KPIs are met and our people are supported.
• - Conduct training and ensure advisors have sufficient knowledge and tools to perform their duties within deadlines and with minimum errors

Customer Service Team Leader – Driver Support

Customer Service Advisor

Customer Service Advisor, Driver Support Advisor

Customer Experience Manager