Description
We are looking for a Customer Service Team Lead - Motor to join our frontline servicing division. As a Team Lead, you will lead, coach, and develop a team of approximately 10 front-line agents responsible for delivering exceptional service and support to customers.
Key Responsibilities:
- Lead, coach, and inspire a team of 10 agents, ensuring they deliver high-quality, empathetic support and achieve team and individual KPIs.
- Foster a culture of accountability, continuous learning, and best practice, tailoring support and development to the needs of each team member and identifying emerging talent.
- Conduct regular individual and team performance reviews, providing actionable feedback and targeted coaching.
- Monitor and analyse a variety of data sources (KPIs, dashboards, call listening, QA, customer feedback) to assess individual and team performance.
- Identify trends, performance gaps, opportunities for improvement, and design appropriate action plans to uplift service quality and efficiency.
- Dedicate up to 30% of your time to reviewing customer and team interactions (calls, chats, digital correspondence, workflows) to identify process pain points and improvement opportunities.
- Collaborate cross-functionally with Product, Technology, and Operational teams to support automation, system enhancements, and re-engineering of complex processes.
Experience & Skills:
- Proven experience managing or supervising customer-facing, operations, or support teams in a regulated, fast-paced, and/or tech-enabled environment.
- Experience in driving the performance and development of individuals and teams against ambitious targets.
- Analytical skills, with the ability to interpret a range of data sources (dashboards, QA, customer feedback) to inform coaching and process improvements.
- Demonstrated ability to motivate, coach, and develop a diverse team; skilled at recognising and nurturing emerging talent.
- Comfortable working with CRM/case management systems, digital platforms, and supporting technology-driven change (automation, AI, etc.).
Benefits:
- Flexible working: flexible approach tailored to each role.
- Socials & connection: opportunities and events to come together, socialise, and get to know each other beyond the office walls.
- Health coverage: support for your physical and mental wellbeing, including private health cover.
- Retirement & savings: long-term financial wellbeing through retirement savings plans.
- Employee referral programme: earn a competitive bonus when you refer successful new team members.
- Office meals & snacks: enjoy a fully stocked kitchen, plus complimentary lunches prepared by in-house chefs on in-office days at select locations.