Role: Customer Service Team Leader
Location: Aberford, LS25
On-Site: 3 days in the office
As MICHELIN Connected Fleet, a division of the Michelin Group, leader in sustainable mobility for 130 years, we specialise in connected fleet management services and solutions. We are a market leader with over 30 years expertise in a high-growth, competitive mobility technology industry. Today we serve 70,000 customers and over 600,000 vehicles globally, growing more than 10% per year, and entering at the rate of 3 new markets a year. Our AI (artificial intelligence) technology and ML (machine learning) algorithms ensure all fleet data delivers tangible benefits to our customers. Our insights transform operational efficiency, reducing costs, ensuring the safety of drivers and goods while reducing environmental impact, paving the way to predictive fleet management. Backed by Michelin Group and operating under the Michelin Connected Fleet name, we will be a major player in this market in the coming years.

CUSTOMER EXPERIENCE IMPROVEMENT:

• Review NPS and CSAT scores, proactively addressing detractor feedback and identifying quick-win solutions.
• Conduct two customer interviews per quarter to gather insights and opportunities for improvement.
• Collaborate with the Trainer/Quality Coach on training material and process improvements to enhance team efficiency and customer satisfaction.

As a Team Leader within the Customer Service team at MICHELIN Connected Fleet, you will manage a team of either Customer Service Agents or Fault Specialists. You will be responsible for ensuring seamless operations, driving team performance, and developing a culture of continuous improvement to deliver exceptional customer experiences.
This role requires a dynamic leader with a strong background in customer service and technical environments, exceptional people management skills, and a commitment to operational excellence. You will oversee daily operations, monitor performance metrics, conduct regular feedback sessions, and work collaboratively with cross-functional teams to drive quality and efficiency.