Customer Services Team Leader Manchester, England
Job description
Customer Service Team Leader
Manchester
Discretionary Company Bonus Scheme
Monday – Friday 9am – 5.30pm (1 hour lunch)
Our perks
25 days holiday plus bank holidays, to take time to recharge and do something you love.
Hybrid working – you'll be able to split your time between working in the office and at home.
Mental health care – 6 free counselling sessions via our EAP (Employee Assistance Programme).
Paid sick leave – enhanced sick pay of up to 20 full days in a rolling 12-month period.
Enhanced family leave – we provide enhanced family leave for primary and secondary caregivers.
Healthcare plan – free healthcare via Vitality for you and your family. You'll receive money back on health appointments e.g. dental, optical and more.
Pension – Oodle will contribute 5% of your salary into your pension pot to help you save for the future.
Free breakfast, drinks and fruit in the office – you can help yourself to cereals, toast, fizzy drinks and lots of fruit.
Employee discounts – discounts you can access anywhere, anytime for all major shops.
1 day volunteer day per year – an opportunity to give back to the community each year.
Oodle – who are we?
Our mission is to be the UK's simplest way to find and finance a great value used car. We want to put car buyers back in control and make the car buying experience as simple, straightforward, and joyful as possible as car buyers deserve oodles of car buying confidence!
We are a team of 450 people located in Manchester, Oxford and London. Over the past 6 years, we've supported 10,000's of customers on their car buying journey and know 2023 is shaping up to be another exciting year!
The Role
Customer Service Team Lead at Oodle Car Finance.
The Team Leader role is responsible for managing a team of customer service agents and creating a high performing term who deliver exceptional customer service and ensure we provide our customer with great outcomes. The role will report into our Customer Service Manager, who is looking for a team leader who is customer and people focused.
What you'll be getting up to:
The role will cover the following but is not limited to:
- Lead a team of Customer Service agents
- Act as a mentor and quality checker where required for the team to consistently meet productivity and quality targets
- Own and deliver regular 121s
- Deliver and lead impactful daily huddles
- A role model who reinforces excellent behaviours and can develop a culture of collaboration and accountability
- Create an energised team where awesome performance is recognised
- Create a safe environment for direct reports to raise issues
- Provide regular and timely feedback to direct reports
- Maintain a clear understanding and ownership of workflows which is actively managed throughout the day to meet the daily performance standards
- Be a point of escalation for complex scenarios and support agents to reach the right customer outcome
- Operate with clear and confident knowledge of regulatory requirements
- Contribute to the continuous improvement of Oodle Car Finance by identifying and taking ownership of opportunities for improvement to the processes you use
- Able to interpret data and create recommendations
You'll be a great fit if you have:
- Customer Service experience (essential) – motor industry experience advantageous
- Previous experience of being people focused
- Knowledge of key and relevant FCA regulations with a focus to create great customer outcomes
- Ability to use Word, Excel, Power point and the internet.
- Good accuracy and attention to detail
- Ability to prioritise, be organised and efficient.
- Flexibility to adapt to change and embed new practices
Hiring Process
Initial screening (30 mins)
Capability and values interview (1 hour)
Our Values
Our values are our personal brand and lay the foundation of what we care about the most. They provide us with guidance, so we can work towards the same goals. They are our DNA and are kept at the forefront of our Oodler's mind when making business decisions.
Embrace being human – empathy and diversity make us stronger
Strive for awesome – it's awesome when we do better every day
Everyone's a builder – we're in this together and we win as a team
Bravely honest – we're honest with ourselves and everyone else
Think customer – they're at the heart of everything we do
To find out more about our culture and what happens at Oodle check out our LinkedIn and Instagram.
