At a Glance
- 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.
- Other info: Flexible shifts with opportunities for career advancement.
- 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.
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 in Feltham employer: Parker Car Service
Parker Car Service is an award-winning leader in private hire services, offering a vibrant and supportive work culture that prioritises employee development and teamwork. As a Call Centre Team Lead, you will have the opportunity to shape a dynamic team while enjoying competitive pay and continuous professional growth in a company that values excellence and innovation. Join us in our central London location and be part of a dedicated team committed to delivering outstanding customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Inbound Call Center Team Lead in Feltham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Parker Car Service. 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 Parker Car Service 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 Inbound Call Center Team Lead in Feltham
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 Parker Car Service:Your cover letter is your chance to shine! Tell us why you want to work at Parker Car Service 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 Parker Car Service!
How to prepare for a job interview at Parker Car Service
✨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.
