Senior Driver Operations Coordinator in Birmingham

Internal opportunity for career progression.

Purpose of Job

BCA is the leading name in Europe’s vehicle remarketing industry and is proudly part of the Constellation Automotive Group family, which includes well-known brands such as cinch and WeBuyAnyCar.com. We are in an exciting phase of significant growth, driven by a major digital transformation journey. Through strategic acquisitions, simplification, and continued innovation, BCA is set to accelerate its growth, supported by industry-leading technology. We have a nationwide team of logistics and inspection professionals and offer a comprehensive range of integrated services that support our customers throughout the full fleet management process.

You will be required to be strategic yet flexible enough to respond to business needs. You will assess the skills and knowledge across the organisation and identify what coaching is required to develop and retain capability within both your team and the wider department. You will deliver coaching directly, working closely with the departmental leadership team.

To be successful, you will ideally have BCA Logistics process knowledge or experience aligned to this. You must be passionate about performance improvement and empowering people. Specific experience is not essential, as training will be provided; however, you must be a confident role model who consistently demonstrates the BCAL Values.

Main Responsibilities

• Support the leadership team in identifying strengths and challenges within the department, assisting with coaching and development to ensure all colleagues receive the correct knowledge and support to fulfil their role.
• Support new colleagues with training on specific EOC processes, and regularly review the skills matrix to understand progress towards full capability ('path to green').
• Monitor and review trainee progress through questionnaires and discussions with managers.
• Develop individual learning plans for team members and actively manage these through to completion.
• Assist line managers in resolving training-related issues on a one-to-one, side-by-side basis.
• Conduct quality audits of calls and emails to ensure compliance with processes and to identify training needs.
• Review KPI error trends across the department, using this insight to upskill and retrain colleagues where needed, helping to avoid unnecessary business losses.
• Step up in the absence of the Team Leader and provide day-to-day workload management to ensure maximum effectiveness, efficiency, and co-ordination of all service delivery elements for BCAL.
• Manage escalations efficiently, ensuring suitable resolutions for the customer/haulier and BCAL.
• Support the leadership team with ad hoc daily tasks as required.

Required Skills

• Strong interpersonal skills, enabling you to work effectively with people at all levels, motivate others, and influence attitudes when needed.
• Excellent written and verbal communication skills, enabling clear information sharing and advice.
• A strong customer-focused background.
• Effective problem-solving skills.
• Initiative and the ability to generate new ideas.
• Strong teamwork skills with a collaborative approach, in both face-to-face and remote environments.
• Strong organisational and planning skills to manage time effectively and meet deadlines.
• Good time-keeping and the ability to multitask, enabling efficient management of training schedules.
• A proactive, enthusiastic, and innovative approach to work.
• A commitment to continuous self-development and a passion for learning.
• Confidence using Microsoft Office, particularly Excel.