At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer service and drive business improvements.
- Company: Join Ayvens, a leader in sustainable mobility solutions with a commitment to innovation.
- Benefits: Competitive salary, generous holiday, pension scheme, and flexible working options.
- Other info: Embrace a diverse and inclusive workplace where your ideas can thrive.
- Why this job: Make a real impact in a role that champions teamwork and customer satisfaction.
- Qualifications: Proven leadership experience and excellent communication skills are essential.
The predicted salary is between 32000 - 38000 £ per year.
At Ayvens, progress starts with you. Our ambitions to shape the future of sustainable mobility are powered by our talent. Join us, and get better with every move. Outstanding opportunity for an experienced people leader to join our Bristol based 'Indirect' Team within Customer Service, where we provide market leading capability and interaction with a broad range of drivers, brokers and dealerships.
Are you passionate about leading others? Are you committed to providing excellent levels of service? Dedicated to ensuring speedy/ respectable turnaround and response times? Committed to leading a team who produce impressive levels of interaction? Have a passion for knowledge sharing, developing others? If this sounds like you, please read on you could be just what we need to complement our existing leadership team.
Key Purpose
- Lead and manage a team to achieve all individual, team and business KPI’s and SLAs.
- Provide all team members with feedback and coaching to ensure individual competence maximising individual and team performance.
- Ensure a consistent high level of quality service standards are provided to internal and external customers.
- Promote a culture of efficiency within the team, being able to challenge current ways of working, propose and manage implementation of tangible business improvements.
- Foster and promote an engaged team therefore minimising attrition and absence.
- Collaborate with other operational teams to proactively look for ways to reduce handoffs, costs and improve customer satisfaction.
- Minimise business and regulatory risks through rigorous control checks.
Summary of Responsibilities
- Responsible for the day to day resourcing and workflow management of a team ensuring productivity and SLA metrics achieved.
- Ensure all team members have documented SMART objectives, regularly review individual and team performance targets, outputs and behaviours providing timely feedback.
- Track, monitor and deliver in line with the Quality framework to deliver good customer outcomes.
- Complete monthly performance reviews with all team members and implement performance improvement plans as and when required.
- Ensure robust training and succession plans are in place to develop, engage and retain competent team members.
- Ensure that all processes and procedures are version control documented, reviewed regularly and consistently adhered to.
- Provide operational and subject matter guidance for all team processes.
- Ensure the department achieves all relevant compliance and regulatory activities to deliver good customer outcomes.
- Utilise daily, weekly and monthly reporting for all required team metrics, to enable ownership and delivery of team performance.
- Timely escalation of any issues on policy, procedures or decision making processes to an Operations Manager.
Skills & Experience
- Proven experience in a previous leadership position.
- Experience of managing performance, formally or informally, with a focus on both results and behaviours.
- Excellent communication skills: written, verbal, report writing and presentations.
- Proven people management experience including feedback, coaching and performance management.
- Excellent time management, planning, organisational and delegation skills.
- High levels of professionalism and stakeholder management.
- Broad knowledge of UK regulated and finance industry and commercial awareness.
- Problem solving capabilities.
- Good standard in IT literacy in particular Microsoft Office applications.
- Self-motivated with the ability to lead others.
What We Can Offer
- Salary range between £32,000 - £38,000.
- Generous contributory pension scheme.
- 25 days holiday, in addition to bank holidays.
- Volunteering days to assist in charity work.
- Sustainability Initiatives.
- Holiday buy / sell (subject to conditions).
- Travel Insurance (cost associated).
- Dental Insurance (cost associated).
- Eligibility for Annual Bonus Scheme.
- Enhanced parental leave.
- Generous Employee Referral Scheme (£1000).
- Cycle2work Scheme.
- Free breakfast / fruit in the Bristol office.
- EV charging points, bike storage, shower & changing facilities, car parking.
Studies have shown that women and people of colour are less likely to apply for an opportunity unless they exactly meet the criteria specified. At Ayvens we are committed to building a diverse, inclusive, enjoyable and authentic workplace so if you are excited by this, or any role at Ayvens but your experience doesn’t exactly align, we would encourage you to apply regardless!
Why Ayvens? With over 3.1 million vehicles managed across more than 40 countries, we provide full-service leasing, flexible subscription services, fleet management services and multi-mobility solutions to customers of all sizes, including large corporates, SMEs, professionals, and private individuals. By leveraging our unique position to lead the way to net zero and further shape the digital transformation of the industry, we are well-positioned to meet the evolving mobility needs of our clients and provide them with the solutions they need to thrive.
At Ayvens, we believe that our success is driven by our commitment to customer satisfaction. Our team is dedicated to delivering innovative solutions and technology-enabled services that help our customers focus on their everyday business. We’re committed to sustainable mobility and have made it a core part of our strategy. In everything we do, we’re guided by the principles of authenticity, curiosity, commitment and collaboration. We aim to foster an organisation that's diverse in people and ideas, where everyone can thrive and be themselves, no matter who they are.
Join us on this exciting journey as we continue to enable the transformation towards large scale adoption of sustainable mobility and provide our customers with the solutions they need to succeed. Follow our page for the latest updates, news, and insights.
Customer Service Team Leader employer: LPUK LeasePlan UK
At Ayvens, we pride ourselves on being an exceptional employer, offering a vibrant work culture that champions diversity and inclusion while prioritising employee well-being. As an Account Manager - Broker Partnerships, you'll enjoy competitive financial benefits, generous time off, and opportunities for personal development, all within a supportive environment that encourages creativity and collaboration. Located in the North & Scotland, you will be part of a forward-thinking team dedicated to shaping the future of sustainable mobility, ensuring your contributions are valued and impactful.
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 LPUK LeasePlan UK. 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 LPUK LeasePlan UK 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 LPUK LeasePlan UK:Your cover letter is your chance to shine! Tell us why you want to work at LPUK LeasePlan UK 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 LPUK LeasePlan UK!
How to prepare for a job interview at LPUK LeasePlan UK
✨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.
