Overview:
At Tracker, our culture is people focused; we believe our people are our greatest assets, and we are committed to being an employer of choice in our industry. Tracker offers an engaging and diverse work environment which permits our people to take pride in their contributions and share in the company’s success. We have a clear focus around the mental health of our people.
They can expect the space to showcase their talent, sharpen their skills, develop new capabilities, and be a part of a collaborative, friendly team that delivers for each other and our customers.
Our purpose is to provide peace of mind by protecting what matters to our customers, whether these are individual end users of our services, SMEs, large corporates, dealer groups, or insurers.
We are the leading provider of Stolen Vehicle Recovery services in the UK, with strong additional capability in fleet and insurance telematics. We have two genuinely unique selling points, the proprietary VHF technology we use and the formal relationship we have with UK policing, which clearly differentiate us from our competitors. As part of the work that we do with UK policing we are making a genuine difference to society by helping to tackle organised criminality; in 2025 alone, we helped them close down over 60 chop shops, whilst supporting on multiple investigations.
Tracker is a subsidiary of CalAmp, a pure-play pioneer of the Connected Car, Connected Truck and broader Internet of Things (IoT) marketplace, based in California.
This is an exciting opportunity for someone who wants to work for a market leading, well-established company with the opportunity to really accelerate our growth, as well as their own.
Responsibilities:
Purpose of the Role
Tracker is currently recruiting for a Customer Service Team Leader to join our established and market-leading Telematics and Stolen Vehicle Recovery business in Uxbridge. This is an excellent opportunity for a customer-focused leader to take ownership of service delivery, develop a talented team, and help drive initiatives that enhance the overall customer experience.
This is a hands-on leadership position that combines team management, customer engagement, and continuous improvement. You will take ownership of the customer experience, ensuring customer enquiries and issues are managed effectively from initial contact through to resolution.
Alongside leading the team, you will remain actively involved in day-to-day operations, providing resource cover and handling customer calls and complex enquiries whenever required to support service delivery.
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Leading a small team of Customer Service Advisors, you will support, coach, and develop your team while also handling escalated customer enquiries and complaints. You will work closely with departments across the business to identify opportunities to improve customer journeys, processes, and service delivery.
The role is split approximately as follows:
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25% Direct customer interaction, including handling complex enquiries and escalations.
- 50% Team leadership, coaching, performance management, and operational oversight.
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25% Driving cross-functional initiatives and process improvements that enhance the customer experience.
Qualifications:
Key Responsibilities
Customer Experience
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Take ownership of customer enquiries and issues, ensuring timely and effective resolution.
- Handle escalated complaints and complex customer cases with professionalism and empathy.
- Monitor customer feedback and identify trends to improve service quality.
- Ensure all customer interactions meet company standards and regulatory requirements.
Team Leadership
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Lead, motivate, and develop a team of Customer Service Advisors.
- Conduct regular coaching sessions, performance reviews, and one-to-one meetings.
- Manage team workload, schedules, and service levels across multiple communication channels.
- Foster a positive, customer-centric culture focused on quality and continuous improvement.
Operational Excellence
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Oversee customer service performance across phone, email, web chat, and other customer channels.
- Analyse service metrics and customer data to identify improvement opportunities.
- Work collaboratively with Operations, Technical, IT, Sales, and Product teams to resolve customer issues and improve processes.
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Support the implementation of new systems, technologies, and customer service initiatives.
Primary Experience
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Previous experience in a Customer Service Team Leader, Customer Support Team Leader, or similar supervisory role.
- Experience managing multi-channel customer service teams (phone, email, chat, digital channels).
- Excellent complaint handling and customer escalation management experience.
- Demonstrated ability to resolve complex customer queries and drive positive outcomes.
- Excellent coaching, mentoring, and people management skills.
- Solid organisational skills with the ability to prioritise competing demands.
- Comfortable using CRM systems, customer service platforms, and reporting tools.
- Highly effective analytical and problem-solving capabilities.
- Excellent written and verbal communication skills.
Other qualifications considered a plus:
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Experience within vehicle security, automotive, telematics, technology, or subscription-based services.
- Knowledge of customer journey mapping and continuous improvement methodologies.
- Experience working with customer satisfaction metrics such as CSAT, NPS, or Service Level KPIs.
What Tracker Offer:
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Hybrid working environment.
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Competitive salary and benefits package.
- Competitive Parental leave.
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Place strong emphasis on wellbeing and mental wealth.
- Opportunity to make a direct impact on the customer experience.
- Career development and progression opportunities.
- Supportive and collaborative working environment.
- Training and ongoing professional development.
