Customer Service Team Leader

at  Unipart Logistics

ABOUT THE ROLE

Relationships mean everything to us, this one is particularly special, and you’ll have an important part to play leading a team of customer service advisors to delivery exceptional service to yhe McLaren retailers. You will support the management of aftersales customer services on behalf of McLaren in accordance with contractual requirements.
We don’t just have a way of working, we have The Unipart Way. It allows everyone in our team to pursue their own personal and professional goals to a world class level. You’ll have a key role to play in helping your team go ‘From Gate to Great’, and all the opportunities that go with it.

As part of your key responsibilities you’ll:

• Ensuring resolution times are monitored and that you are actively seeking ways to improve the overall resolution time through implementation of creative continuous improvement initiatives.
• Ensure at all times that KPIs are maintained.
• Provide performance reports on individual members of your team and as an overall team.
• Proactively review our internal procedures including but not limited to our decision tree and SOP’s.
• Be the first point of escalation for the CS team, retailers and all client queries, ensuring you own, coordinate and lead the response process, whilst always keeping stakeholders informed and updated throughout this process and seek creative solutions to resolve any complaints/queries as quickly as possible.
• Act as the lead point in the setup of new retailers, ensuring training is delivered on time to enable a smooth onboarding process for all parties, McLaren, Unipart & Retailer.
• Motivate and support your team to improve morale, team work, absence, performance, quality and conduct.
• Work in conjunction with the McLaren team to ensure a positive working relationship at all levels, leading to trust and advocacy scores of 8+ being maintained for the account.

We’d love you to have the following skills and experience, but please apply if you think you’d be able to perform well in this role!

• Excellent Customer Services skills supported by good commercial understanding,
• Good communication skills, with an ability to influence
• Previous management / leadership experience, ideally within a similar role
• Ability to deliver results and maintain excellent service delivery
• Ability to manage customer and stakeholder relationships
• Good Microsoft Excel Skills
• Strong planning, organising and time management skills
• experience in SAP Analytics Cloud /Business Objects / B