Enjoy Getting the Best Out of a Team?
Are you an experienced customer service professional ready to lead a busy team? Would you like to be the person who keeps service standards high, supports your team day to day, and steps in when things get complicated? If so, we would like to hear from you.
About Us
Hexagon Leasing is a leading provider of contract hire, rental, and fleet management in the commercial vehicle sector. With a fleet of around 2,000 assets, we supply and manage some of the highest-profile transport and distribution companies in the UK.
At Hexagon we look to recruit individuals from different backgrounds, we celebrate diversity and promote inclusivity.
The Role
As Customer Service Team Leader, you will report to the Customer Service Manager and lead our team of Customer Service Controllers - the team that supports customers throughout the maintenance journey and keeps them informed while their vehicles are off the road.
You will manage the day-to-day running of the team: allocating workload, monitoring the quality and timeliness of customer updates, and coaching the team to get the best from them. You will be the first escalation point for complex or sensitive issues, working with our Technical, Rental, Sales, and Finance teams, and with our network of suppliers and repairers, to get vehicles back out working and customers looked after.
Key Responsibilities:
- Team Leadership: Lead, coach, and support a team of Customer Service Controllers, setting clear expectations and helping each team member develop.
- Workload Management: Allocate workload across the team, ensuring customer queries and fleet updates are handled promptly and to a consistently high standard.
- Customer Communication: Ensure we respond promptly and professionally to customer calls and emails about maintenance queries and requirements, handling every enquiry with empathy and patience through to resolution.
- Escalations: Act as the first escalation point for complex, sensitive, or long-running issues, driving them through to resolution and keeping customers informed along the way.
- Supplier Relationships: Build strong working relationships with suppliers and repairers, challenging repair timelines where they do not stack up and holding them to account on turnaround.
- Internal Collaboration: Work closely with the technical team and other departments, making sure information flows quickly so decisions can be made without delay.
- Continuous Improvement: Spot opportunities to improve how the team works and help embed new processes and technology.
We would love to hear from you if you have:
- Experience leading or supervising a customer service team, ideally within the commercial vehicle, fleet, or rental industry.
- A strong customer service background of your own - you know what good looks like because you have delivered it.
- Knowledge of commercial vehicles and fleet management (highly advantageous, but not essential).
- Excellent verbal and written communication skills.
- A calm, solution-focused approach to escalations and competing priorities.
- Confidence working with performance measures and using them to coach and improve.
This role is based at our Head Office in Alrewas, so you will need to live within a comfortable commute.
Our People
What do we value in our team members?
- A positive mindset coupled with a can-do attitude.
- A friendly demeanour with an eagerness to collaborate, building on our culture of learning, support, and growth.
- A balance between personal result-driven focus and a strong affinity for teamwork.
- Effective workload management skills and a proven ability to meet deadlines.
Benefits
In return, we offer a competitive salary, a generous holiday allowance, and a company pension. You will join an organisation with a strong reputation in the industry, and we empower our employees to take ownership of their roles, with ongoing opportunities for professional growth and development.
People join us for stability and security. But they stay for our fun and friendly culture that supports everyone to be the best they can be.
In Summary
If you are a customer-focused leader looking for a busy and varied role, please submit your application with a CV highlighting your relevant experience.
Apply now and take the next step in your career with Hexagon Leasing.
Benefits:
- Casual dress
- Company pension
- Free parking
- Life insurance
- On-site parking
Work Location: In person
