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- Tasks: Lead and inspire a team of booking agents in a fast-paced contact centre.
- Company: Join LSH Auto, a dynamic leader in customer experience within the automotive industry.
- Benefits: Enjoy perks like a colleague referral scheme, extensive training, and 31 days holiday.
- Why this job: Make a real impact by enhancing customer satisfaction and team performance in a supportive environment.
- Qualifications: Experience in contact centre leadership and a passion for outstanding customer service are essential.
- Other info: This is a temporary role until September 2026 with a competitive salary and bonus potential.
The predicted salary is between 27040 - 42000 £ per year.
LSH Auto is excited to announce a vacancy for a Contact Centre Team Leader to join our dynamic Customer Experience Centre based in Stockport on a temporary basis.
Requirements
As Team Leader, you\’ll manage and support a team of booking agents handling both inbound service enquiries and proactive outbound calls. Your role will be to inspire, coach, and lead by example – ensuring high levels of customer satisfaction, efficient booking processes, and achievement of individual and team KPIs – This is a temporary role required until September 2026.
Hours – 40
Salary – £27,040 plus OTE Bonus = £42,000
Key Responsibilities:
- Lead, motivate, and support your team to achieve daily, weekly, and monthly targets
- Monitor and manage call quality, productivity, and adherence to processes
- Drive customer retention by ensuring every interaction is professional, friendly with agents overcoming customer objections
- Manage the team rota, breaks, and workflow to always ensure coverage
- Review dealership diaries to ensure workshop capacity is maximised
- Liaise with workshop and service managers to coordinate booking availability
- Provide regular coaching and performance feedback to your team members
- Report on key metrics and suggest improvements to performance and results
- Keep morale high through recognition, encouragement, and constructive feedback
- Conduct agent 1-2-1\’s and HR related meetings
Skills and Competencies:
- Has proven experience in a contact centre or service team leadership role
- Understands inbound and outbound booking processes, ideally in an automotive or similar industry
- Is a strong communicator, motivator, and problem-solver
- Can thrive in a fast-paced environment
- Has a passion for delivering outstanding customer service
- Has a business mind set
Benefits
Colleague Referral Scheme (£500 – £1000)
- A range of Mercedes Benz training and leadership programmes
- Platinum Plus Rewards Scheme
- Colleague Car Purchase Scheme
- Eye care Vouchers
- Life Assurance (4 x annual salary)
- 31 days holiday (including bank holidays), rising to 38 days with length of service
- Wellbeing Support
- Company Pension
- On site gym
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Contact Centre Team Leader - Maternity Cover 12 months employer: LSH Auto UK Limited
Contact Detail:
LSH Auto UK Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Team Leader - Maternity Cover 12 months
✨Tip Number 1
Familiarise yourself with the automotive industry, especially the booking processes. Understanding the specifics of how contact centres operate in this sector will give you an edge during interviews.
✨Tip Number 2
Highlight your leadership experience by preparing examples of how you've motivated and supported teams in previous roles. Be ready to discuss specific strategies you've used to achieve KPIs and improve team performance.
✨Tip Number 3
Demonstrate your problem-solving skills by thinking of scenarios where you've successfully handled customer objections or improved service quality. This will show that you can thrive in a fast-paced environment.
✨Tip Number 4
Research LSH Auto and their customer service philosophy. Being able to articulate how your values align with theirs will make a strong impression and show your genuine interest in the role.
We think you need these skills to ace Contact Centre Team Leader - Maternity Cover 12 months
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and required skills for the Contact Centre Team Leader position. Tailor your application to highlight your relevant experience in managing teams and customer service.
Craft a Compelling CV: Ensure your CV showcases your leadership experience in contact centres or similar roles. Include specific examples of how you've motivated teams, improved performance, and achieved KPIs in previous positions.
Write a Strong Cover Letter: In your cover letter, express your passion for customer service and your ability to thrive in fast-paced environments. Mention your understanding of inbound and outbound booking processes and how you can contribute to the team's success.
Proofread Your Application: Before submitting, double-check your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for a leadership role.
How to prepare for a job interview at LSH Auto UK Limited
✨Showcase Your Leadership Skills
As a Contact Centre Team Leader, it's crucial to demonstrate your leadership abilities. Prepare examples of how you've successfully motivated and supported a team in the past, focusing on specific outcomes and improvements you've driven.
✨Understand the Customer Experience
Familiarise yourself with the principles of outstanding customer service. Be ready to discuss how you would handle customer objections and ensure every interaction is professional and friendly, as this will be key to driving customer retention.
✨Know the Metrics
Research common KPIs in contact centres, such as call quality and productivity metrics. Be prepared to talk about how you would monitor these metrics and suggest improvements based on your findings.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to manage a team under pressure. Think of situations where you've had to make quick decisions or resolve conflicts, and be ready to share those experiences.
