Are you passionate about delivering an exceptional customer experience and driving a team towards high performance?
Are you driven by supporting the growth of others & helping to inspire success?
This role leads a specialist lane focused on progressing complex cases, coordinating mission-critical activities and ensuring customer-impacting issues are resolved swiftly and accurately. You’ll be the escalation point and day-to-day leader for a team who manage some of the most sensitive and time-critical workflows in Tyre Services.
About Us
With over 35 years of experience in outsourced maintenance services for the automotive sector, at i247 Group everything We Do’ is guided by our core values: People, Passion, Delivery and Solutions.
- We believe in the power of our people— recognising them as our greatest asset and investing in their growth and well-being.
- We’re driven by passion—to do better, go further, and make a meaningful impact.
- And we consistently deliver—finding smart solutions that keep our clients’ vehicles and drivers moving.
What will I be doing?
You will be leading a team built upon both a reactive & proactive approach to Customer Service.
Key responsibilities include:
- Lead the Rapid Response lane, ensuring immediate and accurate handling of urgent cases.
- Support the team with live decision-making and escalation management.
- Ensure telephony responsiveness and line availability are maintained.
- Coach team members to balance speed with service quality.
- Identify trends and root causes behind urgent case spikes.
Where and when will I work?
You’ll work full time on an 8-hour shift Monday-Friday scheduled between 7am and 7pm at our office in Poole.
Why Join the Team?
We know that great work happens when you enjoy what you do and feel connected to the people around you. That’s why we invest in a culture that brings people together. With an Employee Net Promoter Score of 9.14/10 and an internal eNPS of 66 (50+ is excellent), our team feedback speaks for itself. We celebrate wins, support each other, and there is always something exciting happening.
Here are just some of the benefits of working with us;
Bonus Scheme – Earn rewards for your hard work. Our bonus scheme is designed to recognise and appreciate your contributions to the company's success.
Discounted Gym Membership – Wellness that works for you
Cycle to Work Scheme and Free Nearby Parking – Making your commute easy
Regular Treats and Incentives – We love a bit of friendly competition and take a personalised approach to recognising your efforts with our ‘treat’ scheme (you tell us what you like, and we’ll reward you with it!)
Supportive Management – Approachable, friendly, and always in your corner
Quarterly Events & Charity Involvement – From team socials to our infamous Christmas party
Birthday Day Off – Paid day off to celebrate YOU (after one year of employment)
Dress for Your Day – Casual, comfortable, and confident
Employee Assistance Programme, Mental Health First Aiders & Neurodiversity Champion – For support when you need it
Career Development – We grow when you do
About You
- Minimum GCSE in English and Maths at Grade C or Equivalent
- Experience in case progression, escalations, mission-critical work or similar environments
- Strong communicator with the ability to simplify complex issues
- Strong working knowledge of common IT software (Word, Excel, E Mail, Internet)
- Proven ability to coach and uplift team capability
- Calm problem-solver with strong ownership and attention to detail
- Embrace our ‘we do’ philosophy and take ownership to deliver; proactively contributing as part of the wider team to achieve company objectives
Does this sound like you? Apply now!
If you’re ready to join a thriving business that puts its people first and values the difference we make, then get in touch today!
Whilst we would love to be able to respond to every application we receive, it isn’t always possible due to the high volume we receive each day. If you have not heard from us within 7 working days, please assume that your application has not been successful.
Job Type: Full-time
Pay: Up to £30,000.00 per year
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- Free parking
- Referral programme
Application question(s):
- Please provide your email address for the next stage of the recruitment process
- Our office is located near Fleetsbridge in Poole (BH15 3SY). How do you plan to commute?
Work authorisation:
- United Kingdom (required)
Work Location: In person
