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.
About The Role
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:
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Company pension with 5% contribution from the company
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Cycle to work scheme
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Employee discount plus free MOT and service annually
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Free on site parking
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Life insurance at three times your salary
-
Long service and birthday gifts
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Uniform
-
Referral programme
Required Criteria
Skills Needed
About The Company
Servicing Made Simple
We provide you with fixed prices, clear explanations, and great service. All underpinned by 100% customer satisfaction promise and our goal of getting you back on the road quickly and safely.
100% Commitment to Customer Service
The IN'n'OUT Autocentre staff and our national Customer Care Team are trained and committed to ensuring 100% customer satisfaction at every stage of the journey.
Manufacturer approved parts
We only use parts that match or exceed original manufacturer specifications. All parts are guaranteed and do not affect your vehicles manufacturer warranty status.
Trained and Qualified Technicians
All our workshop technicians are trained to the highest standards. Many of whom have joined us from big brand main dealers. They are car enthusiasts and put as much love, care and attention into your car as they do their own.
Company Culture
We are a Which? Trusted Trader And proud of it.
We are regularly audited by Which? and subject to their stringent criteria to be a business that has proved that we are open and honest with it's customers. Providing a total commitment to service and are subject to customer complaints procedures which may be escalated directly through Which?
Wi-Fi, Coffee, Comfortable Sofas
Our client waiting lounges feature highspeed Wi-Fi, free beverages, child's play area and baby change facilities. All designed for you to be comfortable and be able to catch up on work or entertainment while you wait.
75% Repeat Customers
IN'n'OUT Autocentres has a very high percentage of repeat customers and score 4.7 on Trustpilot. We strive for 100% customer satisfaction.
We will never carry out any additional work unless authorised.
Our team provide you with the best recommendations and advice which is designed to ensure your safety and the correct optimum running of your vehicle.
Company Benefits
Vacation, Paid time off, Performance bonuses, Retirement plan and/or pension, Employee development programs, Employee discounts, Free parking, Cycle to work, Referral bonus, Competitive salary, Life insurance, Family and friends rates, Long service recognition, Employee Assistance Scheme, Shopping Cashback, Work With Charities, Employee of the Month, Employee Recognition Scheme
Salary
£32,000.00 - £35,000.00 per year
