Team Leader
| Dyddiad hysbysebu: | 19 Awst 2024 |
|---|---|
| Cyflog: | £29,435 bob blwyddyn |
| Gwybodaeth ychwanegol am y cyflog: | Benefits, Holidays, Pension |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 18 Medi 2024 |
| Lleoliad: | Leicester, Leicestershire, LE14JS |
| Cwmni: | Europcar Group UK Limited |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | TEAML04323_1724076214 |
Crynodeb
Team Leader for Customer Support Centre, based within Business Services at Europcar's Leicester HQ, will be responsible through commitment and flexibility to motivate and develop a team to deliver contractual Key Performance Indicators, whilst ensuring the customer receives above and beyond their general expectations.
They will work alongside the Customer Relationship Manager and Corporate Sales. Teams to ensure the best possible service is provided to our customers and our department/company objectives are achieved. It is expected that you will manage the team to achieve all personal and team KPI's, contracted and expected service levels to maintain a
high level of service standards across your department.
Hours: Monday to Friday: 8am to 5pm (40 hours per week)
What we can offer you:
- Competitive Basic Salary
- Starting on 6 weeks holiday (including bank holidays), increasing with length of service
- Free on site car parking
- Enhanced Maternity and Adoption Leave (subject to service and earning qualifications)
- Pension and a life insurance scheme
- Discounted car hire rates across our network
- 20% discount on EE mobile phone contracts*
- Discounted hotel rates through the Accor Group after 12 months service*
- Cycle2Work*
- Free annual eye tests
- Confidential legal and support service through BUPA
- Career progression and development
*forms part of current non contractual benefit offering
Main duties:
- Support the Customer Relationship Manager and perform management duties when Manager is absent or out of office
- Provide motivation to team members, including communicating team goals, deadlines and identifying areas for new training or skill checks
- Conduct team meetings to update members on best practices and continuing expectations
- Ensure company brand materials and physical working spaces meet and exceed company presentation standards
- Become a subject matter expert within the team for all team related topics
- Work with Operations, Sales and other key departments to ensure delivery of contracted terms (e.g. non turn downs, supplementary paperwork adherence, telephony service levels, etc)
- Manage agent performance to ensure achievement of Key Performance Indicators
- To be confident to follow through with action following poor performance with PIP/PDP & disciplinary
- Coach, develop and mentor agents and nurture an environment where they can excel through encouragement and empowerment
- Ensure agents accurately record & complete daily tasks
- Conduct regular one-to-one sessions and annual performance reviews
- Ensure all RTW and Time Keeping forms are completed when required
- Work with Internal/External departments, Operations and Colleagues to provide solutions for Europcar's customers
- Highlight any trends and root cause issues were identified
Key skills and attributes required:
- The ability to work with staff at all levels
- A naturally helpful, outgoing, confident, friendly and enthusiastic approach to their work and their colleagues.
- A 'can do' approach to going the extra mile for both staff and customers
- Ability to work in a pressurised environment working quickly and effectively to meet required standards
- Recognise achievements and deal with performance related issues
- Effective and sensitive oral and written communicator
- Ability to provide constructive support and advice
- Excellent administrative skills
- Planning and time management skills
- Ability to encourage, motivate, coach and inspire people
- Ensuring that a professional and courteous image is portrayed at all times
- Provides clear direction that others follow whilst being approachable at all times
- An ability to manage own workload and that of others to meet deadlines
- Ability to work as part of a team to meet business objectives
- IT literate
- Excellent time management and organisational skills
Why choose Europcar?
We operate a wide range of vehicle mobility products including vehicle rental and car sharing services. We help businesses keep their people on the road in low emission vehicles and we're adding more electric vehicles to our fleet every day. We supply the vans that are used to deliver your online shopping. And, we think most importantly, we provide a working environment for our colleagues that is flexible and nurtures their career ambitions. Everyone counts at Europcar.
We are now building our operations for growth over the coming year. As part of a global organisation we have big ambitions, and everyone who is part of our team can make a contribution to - and benefit from - our success.
Joining the team of this market leading brand will give you the opportunity to progress your career in the rental industry. Europcar is committed to helping employees develop market-leading skills through ongoing training and development.
If you believe you have what it takes to become a successful Team Leader within Europcar then please apply today!
Agencies - Please do not send any speculative candidates or CVs in response to this advert. The Company will not accept any terms and conditions based on a speculative applications being sent.
SJ1