In’N’Out Autocentres are experts in vehicle servicing, MOT's & repairs. Established in 2008, we now have 30 autocentres nationwide offering our customers simple, transparent pricing and service that is second to none. We are 100% committed to customer satisfaction and are proud to be a Which? Trusted Trader.
Our customers are at the heart of everything we do; we constantly strive to exceed our customers’ expectations, providing quality, value, convenience and above all exceptional levels of customer care. Your customer relations skills will be a vital component of our offering, ensuring that we always delight our customers whilst building long-term relationships based on trust and integrity.
Job Purpose:
To support our company customer service team we are recruiting for a Team Leader to manage the day-to-day operations of the customer service and administration function, ensuring excellent customer service standards are maintained at all times. The Team Leader will manage the customer service and administration team, allocate workload effectively and efficiently, monitor performance and ensure all customer enquiries, calls, emails and administrative tasks are handled efficiently.
The Team Leader will be responsible for managing the team while remaining actively involved in operational duties, working alongside the team of customer service & Administration Assistants
to ensure all tasks are completed efficiently and to a high standard.
Key Responsibilities
Team Management
- Lead, supervise, and support a team of administrators.
- Allocate daily workloads and prioritise tasks to ensure efficient service delivery.
- Monitor team performance and productivity.
- Provide ongoing support to team members.
- Ensure adequate staffing levels and manage team rotas and annual leave requests.
Customer Service
- Oversee the day-to-day operation of the customer service and call handling function, including managing of complaints.
- Allocation of job specific tasks (emails, British Gas handling, Whatsapp, tyre bookings, book my garage.
- Work closely with the company's outsourced 24/7 call centre to ensure seamless communication and service continuity.
- Review call volumes and workload trends, making improvements where required.
Administration
- Manage and oversee general office administration activities.
- Act as the central point of contact between department managers and the administration support team.
- Receive and prioritise work requests from department leads.
- Allocate tasks appropriately across the administration team.
- Coordinate post opening, scanning and distribution.
- Ensure work is completed within agreed timescales.
The duties and responsibilities listed above are not exhaustive and may be amended from time to time to meet the needs of the business.
PERSON SPECIFICATION - TEAM LEADER – CUSTOMER SERVICE & ADMIN
Experience
ESSENTIAL
- Previous experience managing, supervising, or leading an administration, customer service, or call centre team
- Experience allocating workloads and managing team performance
DESIRABLE
- Experience handling customer enquiries and resolving escalated complaints.
- Experience liaising with internal departments and coordinating workloads across multiple teams
Skills & Competencies
ESSENTIAL
- Excellent customer service skills with a customer-first approach
- Ability to prioritise workloads and delegate tasks effectively.
- Excellent verbal and written communication skills.
- Strong organisational and time management skills.
DESIRABLE
- Ability to build effective working relationships across all levels of the business.
Personality & Behaviours
ESSENTIAL
- Professional and approachable manner.
- Confident and decisive leader.
- Highly organised with excellent attention to detail.
- Proactive and able to work on own initiative.
- Committed to delivering excellent customer service.
- Ability to motivate, support, and develop team members.
Benefits:
Company pension with 5% contribution from the company
Cycle to work scheme
Employee discount plus free MOT and service annually
Free on site parking
Life insurance at three times your salary
Long service and birthday gifts
Uniform
Referral programme
