Team Leader Customer Service in Kent

Mercedes Benz is seeking a passionate and skilled Team Leader to guide and develop a talented customer service team, ensuring the highest standards of customer care and professionalism. Based at our prestigious Dartford site, you’ll be pivotal in supporting our people, customers, and brand legacy.

Role Overview – Team Leadership Within a Premium Automotive Dealership

As Contact Centre Team Leader, you will oversee and coordinate the team, creating a positive, efficient and supportive working environment. Your leadership will inspire the team to exceed service targets while consistently upholding the high standards and reputation of the Mercedes‑Benz brand. This role is ideal for an experienced, customer‑focused leader who combines strong interpersonal skills with a results‑driven mindset and a genuine passion for developing people. Reporting to the Group Head of Customer, you’ll lead, coach and motivate the Customer Contact Centre team to handle all customer enquiries and service bookings efficiently, accurately and with genuine care. You’ll play a key role in driving customer satisfaction, service performance and commercial success, ensuring every customer interaction reflects professionalism, warmth and excellence.

Key Responsibilities – Leadership And Excellence In Customer Service

• Lead, coach and develop a high-performing customer service team, promoting a culture of respect, teamwork, and continuous improvement.
• Oversee team rotas, workflow and day-to-day operations to maximise efficiency and productivity.
• Act as a role model for consistently excellent customer service, taking ownership of complex escalations through to resolution.
• Support colleagues’ learning and career development through feedback and on-the-job training.
• Work collaboratively with Service, Parts, and Sales management to achieve operational targets.
• Monitor key performance indicators (KPIs) to ensure team goals are consistently achieved or exceeded.
• Uphold brand standards in service delivery.
• Foster an inclusive and encouraging work environment where everyone’s contributions are valued.

You will thrive in this role if you possess:

• Previous experience in a leadership, senior advisor, or supervisory role within a fast‑paced automotive or customer service environment.
• Excellent coaching and people management skills, with the ability to inspire, motivate, and develop others.
• Strong communication and relationship‑building skills with customers and team members alike.
• Proven ability to handle multiple priorities and maintain high productivity under pressure.
• Knowledge of dealership management or CRM systems (training provided for Mercedes‑Benz platforms).
• A proactive, hands‑on approach and keen attention to detail in all tasks.
• Commitment to upholding equality, diversity, and inclusion within the workplace.
• Right to work in the UK.

Join Our Team in Dartford

Location: Mercedes-Benz and smart – Dartford, DA1 5FD. This is a full‑time, 40‑hour per week role with rotating weekday shifts between 08:00 and 18:30, plus Saturday working (08:00–17:00) on a rota basis.

Employee Benefits – Rewarding Your Contributions

• Competitive salary and comprehensive benefits package.
• 25 days annual leave plus bank holidays.
• Exceptional staff discounts on Mercedes‑Benz vehicles and accessories.
• Long service awards.
• Life insurance.
• Employee assistance programme (wellbeing and financial support).
• Preferential service and maintenance rates for team members and their families.
• Retail, dining and activity discounts with membership club.
• Cycle to Work scheme.
• Employee pension plan.
• Opportunities for ongoing professional development and career progression.
• Supportive, inclusive and dynamic work culture.

Thorough checks on work authorisation and address undertaken as part of our recruitment process.