Customer Service Team Leader (Driver 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

Requirements

Essential Experience:

• Previous Team Leader / Supervisory experience
• Experience working in a customer service department
• Confident communicator (both written and verbal)
• Experience of creating and writing reports
• Highly organised and able to prioritise workload
• Intermediate to advanced on Excel
• Tech savvy
• Previous experience working in the fleet, lease industry an advantage but not essential

Benefits

• Working 37.5 hours per week (no weekends)

• Onsite parking
• Hybrid working of three days in the office (after successful probation period)
• Bonus earning potential
• 25 days holiday + 8 days bank holiday
• Excellent pension - up to 15% employer contribution
• Car Scheme following passing of probation 
• Private Medical Cover
• Life Assurance Scheme
• Discounts on retailers
• Wellbeing hour each month and events
• Volunteer Days
• Employee assistance programmes

KINTO UK is an equal opportunities employer. We welcome applications from anyone who is excited by the opportunity of joining us and will thoroughly consider all applications without attention to ethnicity, religion, sexual orientation, gender, identity, family or parental status, national origin, veteran, neurodiversity status or disability status.

OUR RECRUITMENT PROCESS

At KINTO we value everyone and are pleased to be recognised as a Disability Confident Employer, which is a national standard that ensures our processes are accessible to all.

Everyone is unique, and that means what works for some may not work for everyone. When it comes to recruitment, please do let us know if we can adjust our process to be meet your accessibility needs.

• Some examples of how we might be able to help are listed below:
• Providing a copy of interview questions before the interview
• Organising a time and location that best suits you
• Allowing additional time for the assessment and interview
• We are happy to review any adjustment on a case-by-case basis, so please let us know how we can support you to be your best self.
• On the job training will be provided, we recognise we all learn differently, and we want to ensure that our training will suit your learning style. We are open to talking to you about how we can make learning your new role in the most positive way.