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- Tasks: Lead a team to deliver exceptional customer service and resolve enquiries.
- Company: Join Parker Car Service, a market leader with a rich history and award-winning reputation.
- Benefits: Competitive pay, supportive environment, and continuous professional growth opportunities.
- Why this job: Shape and lead a dynamic team while making a real impact in customer service.
- Qualifications: Experience in call centres, strong leadership, and excellent communication skills.
- Other info: Flexible shifts with opportunities for career advancement in a collaborative setting.
The predicted salary is between 38000 - 42000 £ per year.
Parker Car Service, established in 1989, has evolved into the market leader in providing private hire services to over a million customers within and outside of London. Our team comprises over 500 drivers and 60 dedicated staff members. Our team have recently won prestigious awards, including Taxi Company of the Year (South) at the 2023 Taxi Summit Awards and a Silver award for Private Hire Company of the Year UK (81+ Cars) at the QSI Awards. As we continue to expand and take on new clients, we are committed to maintaining and surpassing the high standards expected of us.
Role Overview:
We are looking for an experienced and motivated Call Centre Team Leader to join our central team. This is a key leadership role, responsible for delivering exceptional customer service by supporting customer enquiries, managing bookings and resolving complaints. You will also lead, support, and develop a team of customer service advisors, ensuring the delivery of a professional, efficient and high-quality service at all times. As part of a 24-hour operation, flexibility is essential. You will be expected to work across a range of shifts to engage with and support team members working at different times. While weekend availability is required, it will not be necessary to work every weekend.
Key Responsibilities:
- Handling bookings and addressing customer inquiries through phone, email, and other communication channels.
- Handle complex customer complaints and enquiries, ensuring swift and satisfactory resolutions. Follow up internally to identify and implement service improvements.
- Oversee a team of customer service advisors, managing their performance on both individual and team levels. Conduct 1:1 meetings, performance appraisals, and ensure compliance with HR procedures.
- On-board new staff, providing training, coaching, and development opportunities for team members to enhance their skills and deliver outstanding customer experiences.
- Conduct staff presentations, including inductions, training sessions, and updates on new information and procedures.
- Motivate and monitor team performance, ensuring adherence to company policies and maintaining high service standards.
- Liaise with supervisors, other team leaders, team managers, external customers, and colleagues to gather information and resolve issues effectively.
- Report findings and results to management regularly, proposing ideas and recommendations for employee development and procedural enhancements.
- Assist the management team in hiring new employees and continuously improving the recruitment process.
Requirements:
- Proven experience in customer service within call centres.
- Demonstrated ability to coach, train, and develop individuals and teams.
- Strong leadership and motivational skills.
- Excellent communication and interpersonal abilities.
- Proficiency in handling complex enquiries and complaints.
- Knowledge of performance management and HR procedures.
- Collaborative mindset and ability to work well with various people and teams.
Why Join Parker Car Service?
- Be part of a market-leading company with a rich history and a promising future.
- Opportunity to shape and lead a dynamic and growing team.
- Competitive pay.
- Supportive and collaborative work environment.
- Continuous opportunities for professional growth and development.
If you are a dedicated and experienced leader with a passion for customer service and team development, we want to hear from you. Join us at Parker Car Service and help drive our business and team to new heights.
Hours: 42-48 hours per week including working weekends and nights
Pay: Up to £38,000 per year
Inbound Call Center Team Lead employer: Parker Car Service
Contact Detail:
Parker Car Service Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Inbound Call Center Team Lead
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend events, and don’t be shy about letting people know you’re on the hunt for a Call Centre Team Leader role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews by practising common questions related to leadership and customer service. We recommend doing mock interviews with friends or family to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your skills during the interview by sharing specific examples of how you've handled complex customer complaints or led a team to success. This will help you stand out as a candidate who can deliver exceptional service.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining Parker Car Service and being part of our award-winning team.
We think you need these skills to ace Inbound Call Center Team Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the role of Call Centre Team Leader. Highlight your experience in customer service and any leadership roles you've held. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about customer service and how you can lead our team to success. Keep it engaging and personal – we love to see your personality come through!
Showcase Your Achievements: Don’t just list your responsibilities; showcase your achievements! Whether it's improving team performance or resolving complex complaints, we want to know how you've made a difference in your previous roles.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts!
How to prepare for a job interview at Parker Car Service
✨Know the Company Inside Out
Before your interview, make sure you research Parker Car Service thoroughly. Understand their history, values, and recent achievements like the awards they've won. This will not only show your genuine interest but also help you tailor your answers to align with their goals.
✨Prepare for Scenario-Based Questions
As a potential Call Centre Team Leader, expect questions about handling complex customer complaints or leading a team. Prepare specific examples from your past experiences that demonstrate your leadership skills and problem-solving abilities. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Showcase Your Coaching Skills
Since the role involves training and developing team members, be ready to discuss your coaching style. Think of instances where you've successfully trained someone or improved team performance. Highlight how you motivate others and foster a collaborative environment.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions prepared. Inquire about the team's current challenges, the company's future plans, or how success is measured in this role. This shows your enthusiasm and helps you gauge if the company is the right fit for you.
