Job Overview

You will supervise the day to day smooth running of the department, motivate the team to drive performance and ensure all activities are competed on time and in a professional manner. This role will lead, guide and support the team to deliver fantastic customer service to our customers.

In addition to this you will support the Contact Centre Management team in recruiting, inducting and developing the individual capabilities of all new and existing colleagues.

What we offer

Competitive Salary – We regularly review our salaries to keep your earnings competitive.

Enhanced Annual Leave (Including Bank Holidays) – Enjoy a great work-life balance with plenty of time off to recharge.

Exciting Career Growth – Unlock personal development and career opportunities across the UK & Europe.

Life Assurance for Peace of Mind – Providing financial security for you and your loved ones.

24/7 Employee Assistance Programme – Confidential support for you and your family, whenever you need it.

Exclusive Gym Discounts – Stay fit and healthy with reduced memberships at top health clubs.

Comprehensive Healthcare Perks – Access an online GP, a hospital plan, and other wellness benefits.

Cycle to Work Scheme – Save money while staying active with tax-free bike purchases.

Retail & Staff Discounts – Enjoy exclusive savings on popular brands and products.

Key Responsibilities

• Managing the day to day line activities of the call centre
• Assisting the Customer Service Management team in coordinating team workload
• To motivate and lead the team to deliver and exceed all individual and team KPI/SLA targets across all contact types (calls, emails and chat)
• To take ownership of escalated customer issues, ensuring resolution and the positive relationship between Euro Car Parts and the customer is maintained
• To strive for and lead the team in “first time fix” resolution for all customer contacts
• To understand and use MI data to improve underperformance and reward great performance
• To support in the training and development of the team, monitor performance including the quality of contacts and hold individual colleague reviews
• To use CSAT feedback as a tool to develop individual and team performance
• To build friendly and supportive working relationships with colleagues throughout the business
• To support the Contact Centre Management to deliver all business targets and objectives
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Skills and Experience

• Previous experience of managing and supporting a contact centre or customer service team
• Experience in leading and delivering fantastic customer service
• Excellent time management skills with the ability to work under pressure, maintain control and remain professional at all times
• Strong and proven leadership skills, with the ability to supervise and delegate work effectively
• A high standard of written and oral communication skills, a confident and empathic communicator
• Ability to motivate, influence, coach and develop the team in all aspects of the role
• Ability to monitor performance, contribute ideas and assist in identifying and implementing service improvement projects
• To be result driven and highly motivated by delivering and exceeding targets.
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