Contact Centre Team Leader Poole, England
Job description
At Hendy we are looking for a Team Leader to join our high performing Contact Centre team based at Wallisdown Road, Poole. This fantastic opportunity is available for a 6-9 month period, on a fixed term contract basis.
The Opportunity:
This stimulating and fast paced role will require you to supervise the team who manage customer enquiries and service bookings coming in to the business. In addition to the usual duties of a Bookings Coordinator, as a Team Leader you will be responsible for:
Ensuring all inbound calls are answered promptly, monitoring your team's bounced call volume
- Monitoring team performance against the our bookings SLA and their individual KPIs
- Driving the increase of monthly bookings and upsell activity
- Managing call flow and maximising outbound opportunities
- Supporting team members with any external or internal complaints, acting as your team members' first point of call when a complaint needs to be escalated; and
- Completing the induction and training of new starters.
The Rewards:
As well as a competitive salary and performance related bonus, we offer a structured career with the opportunity for personal development and training within our rewarding environment. In addition, you can expect the following benefits:
- Bespoke induction and learning programme and comprehensive ongoing training throughout your career;
- Access to car benefit scheme from day one;
- Enhanced family leave benefit;
- Life Insurance;
- Bupa Healthcare Cash Plan for you and your family;
- Opportunity to join the company pension scheme;
- 23 days holiday (plus bank holidays), increasing with length of service;
- Discounts on new vehicle, used vehicle, service and parts purchases;
- Various perks and discounts with high street and online retailers and services.
About you:
As a Contact Centre Team Leader you will have:
- an excellent telephone manner, along with the ability to communicate in an engaging and friendly manner;
- Confidence to talk to customers over the phone and through Web Chat to quickly understand their individual requirements;
- Previous experience in the Contact Centre or service department (essential);
- Previous experience in mentoring and coaching a team to drive performance (highly desirable);
- Knowledge of how to upsell and overcome objections whilst having a highly customer focused attitude;
- Accurate data input, good attention to detail and experience of managing your own and your team's workload;
- Good IT skills with experience of Microsoft Office and:
- Automotive experience is not essential for this role.
The Company:
The Hendy Group is a family-run business with over 40 dealerships, which cover in excess of 75 franchise locations throughout the South Coast. At Hendy, we aim to deliver a premium experience as we have done for more than 160 years, all in an effort to achieve our vision of delivering 100% customer and colleague satisfaction; our forward-thinking, progressive outlook perfectly complements our values, with honesty, quality, care and customer service at the heart of the company, as they have been since 1859.
If you possess the necessary experience and skills and would like to be part of Hendy Group’s success, select Apply Now.
