Customer Care Team Leader – Slough – £30K

Our client, based in Slough within the automotive sector, is looking for a Customer Care Team Leader.

The role holder will be responsible for working with the Customer Care and Collections Manager in supporting and developing a team of Customer Service Professionals in the delivery of best-in-class service in order to achieve customer satisfaction and departmental objectives.  Responding to and processing all customer and dealer enquiries through the provision and collation of timely and accurate information and the completion of all relevant transactions with particular emphasis on finance activities. Through day-to-day actions ensure compliance of all regulatory requirements and industry standards. To enhance the company’s brand through continued commitment to the organisation’s vision and values.    

Key Responsibilities:

• Support the team of Customer Care specialists with day-to-day activities.
• Carry out formal quality assessments against pre-determined departmental standards and provide appropriate coaching to Customer Care Specialists.
• In conjunction with the Customer Care Manager carry our regular one to one performance review meetings.
• Ensure the Customer Care Team adhere to regulatory processes and policies.
• Identify training needs for the team of Customer Care Specialists.
• Act as escalation point for Customer enquiries and points of contention in the event they cannot be resolved by the Team Members.
• Support the achievement of Service Centre targets by taking Customer Calls at peak call times 
• Ensure the Customer Care and Collections Manager is aware of potential customer or dealer issues which may result in some form of risk or may be escalated to a member of the Executive Management Team.
• Work effectively as part of the supervisory team, remaining approachable whilst recognising and respecting the contributions from others to the business.
• Support the business as a whole to deliver growth and other targets whilst adhering at all times to the overall compliance policy framework communicated within the business.
• Provide the necessary management information reports detailing key volume and performance metric information to the Customer Care Manager
• Ensure relevant statistical information is produced, collated and analysed on a daily basis to assist in evaluating the efficiency of the team and to inform resource allocation and service improvements.
• Decrease turnaround times, streamline work processes and work cooperatively. Any other reasonable management request.

Key Skills/Experience:

• Minimum of A levels or equivalent
• Experience in the automotive or consumer finance industry preferred
• A minimum of 1 years’ experience in a Team Leader position preferred
• Excel and Word to Intermediate level 
• Workflow management