Team Leader in Colchester

Lead and manage a team of agents (Helpdesk Engineers, Parts & Logistics Specialists) to deliver high-quality service to dealers and customers. Ensure team performance, operational excellence, and continuous improvement in line with project objectives. Key Activities and Responsibilities * Supervise and coach a team of frontline agents (technical, and parts). * Monitor team performance against KPIs and SLAs. * Conduct regular one-on-one meetings, performance reviews, and feedback sessions. * Provide training, guidance, and support to team members. * Handle escalated cases and complex issues from agents. * Ensure adherence to processes, policies, and quality standards. * Coordinate with other Team Leaders and departments for cross-functional collaboration. * Analyze performance data and implement improvement actions. * Support recruitment, onboarding, and development of team members. * Report on team performance, challenges, and achievements to management. Qualifications Experience: * Experience in Problem-solving, fault-finding, and resolution. * Experience in a diagnostic environment and troubleshooting technical issues. * Depending on the Helpdesk, Qualified to Senior/Master Technician/IT Qualification. * Customer service experience. * Experience in Team leadership. * Minimum 5 years experience supporting remote office and end users. Knowledge: * Automotive aftersales operations with focus on Technical Helpdesk (THD) and Parts & Logistics. * KPI/SLA frameworks for dealer support, case handling, and parts service levels (fill rate, order accuracy, lead time). * OEM policies, procedures, and systems used by Helpdesk and Parts teams (technical knowledge bases, DMS/ERP, ticketing/CRM). * Escalation workflows, case lifecycle, and quality standards in technical support and parts processes * Warranty/parts interactions: causal part identification, returns/traceability, pre-approval impacts on parts flow. * Workforce management principles: coaching, performance management, skills matrices, scheduling. * Customer experience metrics and principles (CSAT, first-contact resolution, fix-it-right-first-time) You can learn more about MSX International on our website: MSX International