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- Tasks: Lead and motivate a team to deliver exceptional customer service in our contact centre.
- Company: Brandon Hire Station is the UK's leading tool and equipment hire provider, committed to excellence.
- Benefits: Enjoy 25 days annual leave, free tool hire, and discounts on popular brands.
- Why this job: Join a passionate team focused on service excellence and continuous improvement.
- Qualifications: Experience in contact centre leadership and strong customer service skills are essential.
- Other info: We value diversity and are an equal opportunities employer.
The predicted salary is between 36000 - 60000 £ per year.
We are looking for a self-motivated Telephony Operations Team Leader to join our existing team and help drive service excellence in our contact centre at Trafford Park. Reporting directly to the Operations Manager, you will manage, coach, motivate, and develop your team to ensure exceptional service delivery to both internal and external customers. You will be instrumental in nurturing a culture of continuous improvement and ensuring high-quality standards are maintained at all times.
Key Responsibilities:
- Lead, motivate, and manage the team through regular coaching, development, and timely feedback
- Ensure all SLA’s are met and adhered to
- Embed the right customer service culture within the team, driving the quality of service delivery, reflecting our high standards
- Manage internal and external customer relationships, addressing challenges and complaints in a proactive and professional manner
- Drive the quality of orders raised to reduce invoice queries and improve order accuracy
- Maximise available revenue while maintaining acceptable hire rates through proactive and reactive selling
- Continuously develop internal processes to ensure that all customer expectations are met
- Understand customer needs and market demands to provide tailored solutions
- Conduct regular 1:1 sessions with team members, agreeing SMART objectives and targets
- Oversee performance and absence management processes management processes, ensuring they are executed effectively
- Support the recruitment process to ensure we hire the right people for the team
The Ideal Candidate:
- Proven experience in a contact centre leadership or supervisory role – Essential
- Strong understanding of customer service and operational excellence
- Ability to lead, coach, and motivate a team to achieve performance goals
- Excellent communication skills, with the ability to prepare and deliver presentations
- Ability to manage customer relationships and resolve issues effectively
- Strong organisational and time-management skills
- Experience in performance and absence management
- Ability to analyse and optimise operational processes for efficiency
- Proficiency in using relevant software and systems for managing orders, performance, and reporting
- Experience of using Zendesk – Desirable
- Experience of Tool Hire – Desirable
What We Can Offer You:
- Salary sacrifice pension
- 25 days annual leave FTE, plus bank holidays
- Free Tool Hire
- Life Assurance cover 3x salary
- Share save scheme
- Recommend a friend scheme
- Learning & Development – commitment to upskilling and developing our people, structured in house training available alongside external training where required
- Cycle to work scheme
- Long service recognition
- My Vp discounts – a variety of discounts and rewards on thousands of well-known brands
- Discounts on HP products
- EE mobile contract discount offers
- Health Shield (discounted premiums on health care cash plan)
- Regit Assist 24/7 accident helpline – free joining
A Little Bit About Us:
Brandon Hire Station is the leading provider of tool and equipment hire in the UK.
Our commitment to exceptional customer support services is unmatched in the industry.We guarantee timely delivery of our tools and equipment through our branded vehicles and FORS accredited drivers.Plus, with our \’Everyday Product Hire Guarantee\’, you can trust that our most hired products are always available at every branch, every day, collected or delivered throughout the UK.
At Brandon Hire Station, we\’re actively looking for passionate individuals to join our team.We\’re committed to providing the highest level of service to our customers and we\’re always on the lookout for like-minded professionals who share our dedication to excellence.
If you\’re interested in working for a company that\’s committed to providing exceptional customer support services, we invite you to apply for a position with Brandon Hire Station today.
Vp plc is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills.
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Customer Service Team Leader employer: Vp plc
Contact Detail:
Vp plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Leader
✨Tip Number 1
Familiarise yourself with the key responsibilities of a Customer Service Team Leader. Understand how to lead and motivate a team effectively, as well as the importance of maintaining high-quality service standards. This knowledge will help you demonstrate your suitability for the role during any discussions.
✨Tip Number 2
Research Brandon Hire Station and their customer service culture. Knowing their values and how they approach customer relationships will allow you to align your answers and examples with what they are looking for in a candidate.
✨Tip Number 3
Prepare to discuss your experience with performance management and coaching. Be ready to share specific examples of how you've successfully developed team members and improved service delivery in previous roles.
✨Tip Number 4
Showcase your problem-solving skills by preparing scenarios where you've effectively managed customer complaints or challenges. Highlighting your proactive approach will demonstrate your capability to handle the demands of the role.
We think you need these skills to ace Customer Service Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and leadership roles. Use specific examples that demonstrate your ability to manage and motivate a team, as well as your understanding of operational excellence.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for customer service and your leadership style. Mention how you can contribute to the company's culture of continuous improvement and provide examples of how you've successfully managed teams in the past.
Highlight Relevant Skills: In your application, emphasise skills that are crucial for the role, such as communication, problem-solving, and organisational abilities. Be sure to mention any experience with tools like Zendesk, as this is desirable for the position.
Showcase Your Achievements: Include quantifiable achievements in your application, such as improvements in team performance or customer satisfaction scores. This will help demonstrate your capability to drive service excellence and meet SLAs effectively.
How to prepare for a job interview at Vp plc
✨Showcase Your Leadership Skills
As a Customer Service Team Leader, it's crucial to demonstrate your ability to lead and motivate a team. Prepare examples of how you've successfully coached team members in the past and how you’ve driven performance improvements.
✨Understand the Company Culture
Familiarise yourself with Brandon Hire Station's commitment to exceptional customer service. Be ready to discuss how you can contribute to nurturing a culture of continuous improvement and high-quality standards within the team.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills, especially regarding customer complaints and relationship management. Think of specific situations where you effectively resolved issues and improved customer satisfaction.
✨Highlight Your Operational Excellence
Be prepared to discuss your experience with performance and absence management, as well as your ability to analyse and optimise operational processes. Share any relevant metrics or outcomes from your previous roles that showcase your impact.
