About the role
As a Customer Resolution Team Leader, you will lead, coach and motivate a team of Rental Support Agents and Seniors to support the delivery of departmental KPIs, targets and objectives across telephony, email, live chat, administration and vehicle sourcing activity. Your aim is to achieve excellent standards of customer service and drive continuous improvement within the Contact Centre. This role is hybrid working with a minimum requirement of 2 days office attendance per week.
What you'll do
- Lead and motivate a team of Rental Support Agents and Seniors to achieve agreed targets contributing to the overall Nexus objectives.
- Provide clear and concise direction, support and guidance to the team through effective coaching, leadership and setting of SMART objectives.
- Manage performance through regular, effective reviews, addressing performance issues in line with Nexus performance management policies detailed within our handbook and escalating to disciplinary sanctions where appropriate.
- Conduct development reviews and recommend training and development plans.
- Manage people absence in line with Nexus procedures, ensuring the welfare of our people.
- Highlight processes and procedure improvements to enhance the customer and supplier experience or improve operational efficiency, utilising NPS and customer feedback tools.
- Build effective working relationships with key stakeholders from other teams and departments.
- Communicate all information clearly and in a timely manner.
- Act as a role model to others whilst striving to achieve high standards of performance and customer service.
- Ensure full adherence to the company's Health & Safety policy and procedures.
- Support out Customer Resolution Operations Manager to highlight operational risks and areas for improvement.
- Commitment to own continuous personal development.
- Coach your team to build positive working relationships with all customers, offering bespoke solutions for customers requiring additional care/understanding of partner processes and procedures.
- Oversee the end-to-end complaints and escalations process, conducting thorough investigations and delivering fair, customer-focused resolutions.
- Ensure knowledge of all work types. Contact Centre work types, including bespoke areas such as HGV & Plant Hire, and Savings & Bulk Order operations, are kept up to date.
- Acting as the senior escalation point for high-risk or high-impact customer issues.
About you
- Approachable and has a creative mindset
- Takes pride in hitting targets, delivering on time and quality
- Ambitious and results-motivated, somebody who wants to track performance and is competitive to continually improve this
- Resilient – identifies improvements for own self, the team and the business and puts these changes into place immediately
- Good analytical and numerical skills
- Enjoys a fast-paced, busy work environment.
- Forward-thinking problem solver who is solution driven.
- Have superb attention to detail.
Desired Experience
- A proven track record in leading and developing a high-performing team, preferably in a Contact Centre or Customer Service environment
- Experience working in a customer-focused environment, ideally working with SLA’s.
- Proficient in the use of Microsoft applications (Excel in particular) and analysis of BI.
- GCSE Maths and English or equivalent
- Customer Services NVQ level 3 or equivalent
- Experience of the automotive / rental sector desired, but not essential.
Pay: £32,000.00-£34,500.00 per year
Benefits:
- Cycle to work scheme
- Enhanced maternity leave
- Enhanced paternity leave
- Life insurance
- On-site parking
Work Location: Hybrid remote in Pudsey LS28 6AA
