At a Glance
- Tasks: Lead a dynamic team to enhance customer service and drive improvements.
- Company: Join Tracker, a leading provider in vehicle recovery and telematics.
- Benefits: Enjoy hybrid working, competitive salary, and strong focus on wellbeing.
- Other info: Collaborative environment with great career growth opportunities.
- Why this job: Make a real impact on customer experiences while developing your leadership skills.
- Qualifications: Previous experience in customer service leadership and excellent communication skills.
The predicted salary is between 30000 - 40000 £ per year.
At Tracker, our culture is people focused; we believe our people are our greatest assets, and we are committed to being an employer of choice in our industry. Tracker offers an engaging and diverse work environment which permits our people to take pride in their contributions and share in the company’s success. We have a clear focus around the mental health of our people. They can expect the space to showcase their talent, sharpen their skills, develop new capabilities, and be a part of a collaborative, friendly team that delivers for each other and our customers. Our purpose is to provide peace of mind by protecting what matters to our customers, whether these are individual end users of our services, SMEs, large corporates, dealer groups, or insurers. We are the leading provider of Stolen Vehicle Recovery services in the UK, with strong additional capability in fleet and insurance telematics.
This is an exciting opportunity for someone who wants to work for a market leading, well-established company with the opportunity to really accelerate our growth, as well as their own.
Responsibilities
Tracker is currently recruiting for a Customer Service Team Leader to join our established and market-leading Telematics and Stolen Vehicle Recovery business in Uxbridge. This is an excellent opportunity for a customer-focused leader to take ownership of service delivery, develop a talented team, and help drive initiatives that enhance the overall customer experience. This is a hands-on leadership position that combines team management, customer engagement, and continuous improvement.
- Take ownership of the customer experience, ensuring customer enquiries and issues are managed effectively from initial contact through to resolution.
- Lead a small team of Customer Service Advisors, supporting, coaching, and developing your team while also handling escalated customer enquiries and complaints.
- Work closely with departments across the business to identify opportunities to improve customer journeys, processes, and service delivery.
The role is split approximately as follows:
- 25% Direct customer interaction, including handling complex enquiries and escalations.
- 50% Team leadership, coaching, performance management, and operational oversight.
- 25% Driving cross-functional initiatives and process improvements that enhance the customer experience.
Qualifications
Key Responsibilities
- Take ownership of customer enquiries and issues, ensuring timely and effective resolution.
- Handle escalated complaints and complex customer cases with professionalism and empathy.
- Monitor customer feedback and identify trends to improve service quality.
- Ensure all customer interactions meet company standards and regulatory requirements.
Team Leadership
- Lead, motivate, and develop a team of Customer Service Advisors.
- Conduct regular coaching sessions, performance reviews, and one-to-one meetings.
- Manage team workload, schedules, and service levels across multiple communication channels.
- Foster a positive, customer-centric culture focused on quality and continuous improvement.
Operational Excellence
- Oversee customer service performance across phone, email, web chat, and other customer channels.
- Analyse service metrics and customer data to identify improvement opportunities.
- Work collaboratively with Operations, Technical, IT, Sales, and Product teams to resolve customer issues and improve processes.
- Support the implementation of new systems, technologies, and customer service initiatives.
Primary Experience
- Previous experience in a Customer Service Team Leader, Customer Support Team Leader, or similar supervisory role.
- Experience managing multi-channel customer service teams (phone, email, chat, digital channels).
- Excellent complaint handling and customer escalation management experience.
- Demonstrated ability to resolve complex customer queries and drive positive outcomes.
- Excellent coaching, mentoring, and people management skills.
- Solid organisational skills with the ability to prioritise competing demands.
- Comfortable using CRM systems, customer service platforms, and reporting tools.
- Highly effective analytical and problem-solving capabilities.
- Excellent written and verbal communication skills.
Other qualifications considered a plus:
- Experience within vehicle security, automotive, telematics, technology, or subscription-based services.
- Knowledge of customer journey mapping and continuous improvement methodologies.
- Experience working with customer satisfaction metrics such as CSAT, NPS, or Service Level KPIs.
What Tracker Offer:
- Hybrid working environment.
- Competitive salary and benefits package.
- Competitive Parental leave.
- Place strong emphasis on wellbeing and mental wealth.
- Opportunity to make a direct impact on the customer experience.
- Career development and progression opportunities.
- Supportive and collaborative working environment.
- Training and ongoing professional development.
Customer Service Team Leader employer: CalAmp
At Tracker, we pride ourselves on being an employer of choice, offering a supportive and collaborative work culture that prioritises the wellbeing and development of our employees. Located in Uxbridge, our team enjoys a hybrid working environment, competitive salary and benefits, and ample opportunities for career growth while making a meaningful impact in the community through our innovative services. Join us to be part of a market-leading company where your contributions are valued and recognised.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Leader
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at CalAmp. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like CalAmp before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Team Leader
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to CalAmp:Your cover letter is your chance to shine! Tell us why you want to work at CalAmp specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at CalAmp!
How to prepare for a job interview at CalAmp
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
