Customer Service Team Leader (Maintenance Booking) in Hampshire, Portsmouth

Maintenance Booking Support team assists our drivers by arranging MOTs, servicing, and any maintenance requirements, including specialist equipment. We coordinate vehicle movements following a breakdown and work proactively to find solutions that keep our customers mobile. We are committed to delivering the highest standards of customer service and strive for the best outcomes for every customer.

Responsibilities

• Leading a team of 10 dedicated Maintenance Booking Support Advisors, you will provide a supportive environment, continuing to develop and upskill the individuals' knowledge and experience.
• Handling daily performance and escalations from the team you will need to be a confident communicator (both verbal and written).
• Developing team members' skills and knowledge.
• Maintaining a stable, high‑performing team with the customer at the forefront of every decision.
• Organising daily resource and work allocation to ensure all tasks are covered.
• Taking ownership of the team's daily management boards.
• Monitoring weekly complaints, KPIs, and potential risks, reporting issues and supporting mitigation actions.
• Providing expert guidance, coaching, and support to team members.
• Conducting effective quality checks and leading performance review and probation meetings.
• Managing holiday approvals and team availability in line with departmental resource requirements.
• Delivering a comprehensive overview of the department and creating a structured training plan.

Experience you'll gain

• Leading and motivating a team.
• Understanding how to drive performance and influence others through data‑led insights.
• Applying continuous improvement methodologies (Kaizen).
• Presenting daily management updates to internal and external stakeholders with confidence.
• Supporting the successful onboarding of new customers.
• Strengthening cross‑departmental collaboration to broaden your business and Fleet Management knowledge.
• Enhancing problem‑solving skills through exposure to operational challenges and root‑cause analysis.
• Building capability in planning, prioritisation, and resource management.

Requirements

Key Experience & Skills:

• Franchise or independent garage knowledge is an advantage.
• Good working knowledge of Epyx 1 link.
• Previous experience of running a team.
• Strong organisation skills.
• Ability to manage own workload.
• Effective communicator with strong service ethic.
• Strong relationship management skills.

Attributes & Behaviours:

• Coaching mindset.
• Excellent call & email quality.
• Problem solving, solutions focused.
• Self-motivated with enthusiasm to succeed.
• Understand change and manage with a positive attitude.
• Good analytical skills, ability to identify best practices.
• Strong customer focus, first time resolution.

Benefits

• 25 days holiday + 8 days bank holiday.
• Great pension scheme starting at employee (EE) contribution of 4% with an employer (ER) contribution of 11%. This can flex up to 6% EE contribution and 15% ER contribution.
• Hybrid working policy 2 days from home each week should you want to.
• Car Scheme following passing of probation.
• Private Medical Cover.
• Life assurance scheme.
• Discounts on different retailers.
• Free onsite car parking.
• Onsite nursery with discounted prices.
• Well-being hour each month.
• Discounts on Toyota & Lexus Cars.
• Well-being events.
• Volunteer Days.
• Employee assistance programmes.
• Free fruit in the office.

KINTO UK is an equal opportunities employer. We welcome applications from anyone who is excited by the opportunity of joining us and will thoroughly consider all applications without attention to ethnicity, religion, sexual orientation, gender, identity, family or parental status, national origin, veteran, neurodiversity status or disability status.

Our Recruitment Process At KINTO we value everyone and are pleased to be recognised as a Disability Confident Employer, which is a national standard that ensures our processes are accessible to all. Everyone is unique, and that means what works for some may not work for everyone. When it comes to recruitment, please do let us know if we can adjust our process to meet your accessibility needs.

Some examples of how we might be able to help are listed below:

• Providing a copy of interview questions before the interview.
• Organising a time and location that best suits you.
• Allowing additional time for the assessment and interview.

We are happy to review any adjustment on a case-by-case basis, so please let us know how we can support you to be your best self. On the job training will be provided, we recognise we all learn differently, and we want to ensure that our training will suit your learning style. We are open to talking to you about how we can make learning your new role in the most positive way.