THE NEED-TO-KNOW PARTS:

• You must have the right to remain and work in the UK.
• You must tell us about any previous convictions or cautions including any deemed as ‘spent’. These will not necessarily exclude you from employment, but they must be declared at the point of application.
• Please also be aware we do not provide visa sponsorship for any of our positions advertised.
  We want to positively encourage differences within Holman UK and believe it is critical to our success as a company. Holman UK is proud to be an equal opportunity workplace that seeks to recruit, develop and retain the most talented people from a variety of backgrounds, perspectives, and skills.
  We therefore encourage applications from all genders, races, religions, ages and sexual orientations, as well as parents, people living with disabilities, and any other groups that could bring diverse perspectives to our business.

ROLE OVERVIEW

• Job Role: Customer Service Team Leader (Fleet)
• Location: Chippenham HQ (Hybrid working available)
• Salary: £40,000 - £45,000 depending on experience)
• Contract: Permanent
  ️ Key Responsibilities

Responsible for ensuring the efficient and effective operation of the Driver Support team—a large group of dedicated call handlers who serve as the first point of contact for our drivers. This department plays a critical role in:

• Handling inbound queries from drivers, offering prompt assistance across a wide range of issues.
• Coordinating with garages and service providers to facilitate vehicle maintenance, repairs, and other logistical needs.
• Managing associated support processes, ensuring seamless communication between drivers and internal teams.
• Monitoring performance metrics to maintain high standards of customer service and operational excellence.
• Fostering a supportive team environment, with ongoing training and development to empower call handlers in delivering exceptional service.

This function is essential to maintaining driver satisfaction and upholding the company’s reputation for responsive and reliable support.
Driver Support (Customer Service) Leadership Responsibilities
As the leader of the Driver Support department, your role is pivotal in delivering exceptional service, fostering team excellence, and driving continuous improvement. Key responsibilities include:

Performance & KPI Management

• Ensure consistent achievement of departmental KPIs including maintaining appropriate call answer times.
• Act on performance data to coach and guide staff, enhancing knowledge and skills.

• Chair regular performance reviews and annual appraisals, managing follow-up actions effectively.

  Team & Personal Development

Support the growth and success of individuals and teams by:

• Empowering team members to contribute meaningfully to department and company goals.
• Delegating authority to build confidence, capability, and accountability.
• Recognising each individual’s unique strengths and aspirations.
• Acknowledging and rewarding high performance.
• Communicating consistently to build understanding and engagement around departmental and company initiatives.
• Monitoring morale and motivation, escalating concerns to line management and HR when necessary.
• Organising and facilitating positive, improvement-focused team meetings.
• Leading by example—living Holman values, supporting initiatives like PIE and mental health awareness.

• Creating an open environment where constructive feedback is welcomed, considered, and acted upon, with transparent follow-up.

  Cross-Functional Collaboration

• Work closely with counterparts across departments to ensure effective communication and collaboration.

• Represent the department in wider team meetings and act as the primary contact for internal stakeholders.

  Operational Excellence

• Conduct return-to-work interviews for direct reports.

• Manage both short- and long-term projects with strategic oversight.
• Monitor service delivery and proactively suggest improvements to enhance quality and comprehensiveness.

• Ensure every driver interaction with Holman exceeds expectations.

  Additional Duties

• Perform all other duties and special projects as assigned, contributing to the overall success of the business.

  Ideal Candidate Profile

• A proven track record in team management with a minimum of two years’ experience managing a large diverse team

• Fleet or call / contact centre experience desirable but not essential
• A proven track record of dealing with customer care situations
• Strong communication, leadership, and customer service skills
• Proficient in Microsoft Office (Word, Excel, Access, Outlook)
• Degree-level education or equivalent experience
• Knowledge of fleet management and/or leasing industry is a plus (training provided)

Holman really knows how to roll out the welcome mat—with perks that show they value both your professional success and personal well-being. ✨ Here’s how the benefits stack up in a nutshell:

Work-Life Balance & Wellness

• 26 days off a year + Bank Holidays to unwind
• Health Cash Plan to help cover everyday medical expenses
• Free onsite bi-weekly yoga ‍ ️

• Free onsite massage with a qualified therapist ‍ ️

  Financial Security

• Group Personal Pension Plan to help with retirement planning

• Bonus Scheme because we believe in celebrating your wins

  On the Road

• Free Parking to make commuting stress-free

  Growth & Recognition

• Career Development Support with training and opportunities for advancement

• Fun seasonal events and social opportunities
• Long Service Awards to celebrate milestones
• Leadership Recognition like the Joseph Holman Award for standout performance

It’s the kind of package that makes a temporary role feel surprisingly permanent in its appeal.

IF THIS SOUNDS LIKE THE ROLE FOR YOU THEN WE LOOK FORWARD TO WELCOMING YOUR APPLICATION!

If you are a current Holman employee and wish to apply for this role, please notify your current line manager of your application