Bristol Customer Service Team Lead

Ayvens Group; Bristol; On-site; GBP 32,000 - 38,000; Full time

Benefits offered by this job

Salary £32,000-£38,000

Pension

25 days holiday

Volunteering days

Travel Insurance

Dental Insurance

Annual Bonus Scheme

Enhanced parental leave

Employee Referral Scheme (£1000)

Cycle to work

Free breakfast / fruit

EV charging points

Bike storage

Shower & changing facilities

Car parking

Job summary

Ayvens Group in Bristol is seeking an experienced Customer Service Team Leader to manage the Bristol-based Indirect Team. You will lead a group of agents serving drivers, brokers and dealerships, drive KPIs and ensure fast, accurate responses while promoting knowledge sharing and coaching.

You will plan resourcing, set SMART objectives, review performance, and implement improvements. The role offers a competitive salary, contributory pension and a range of benefits, plus flexible working and

Qualifications

• Proven experience in a leadership position with a focus on results and behaviours.
• Strong coaching, feedback and performance management capabilities.
• Excellent written and verbal communication; stakeholder management.
• Able to plan, prioritise and delegate with attention to detail.
• Solid IT literacy; proficient with Microsoft Office tools.

Responsibilities

• Lead day-to-day resourcing and workflow management to meet SLA metrics.
• Set SMART objectives and review team performance and behaviours.
• Deliver monthly performance reviews and improvement plans when needed.
• Ensure robust training, succession planning and knowledge sharing.
• Maintain documented processes and ensure compliance with policies.
• Provide guidance on team processes and report on key metrics.
• Escalate issues promptly to Operations Manager when required.

Skills

Leadership

Performance management

Communication skills

Time management

Organisation & delegation

Stakeholder management

Problem solving

IT literacy (MS Office)

Self-motivation

Tools

Microsoft Office

Job description

Ayvens Group in Bristol is seeking an experienced Customer Service Team Leader to manage the Bristol-based Indirect Team. You will lead a group of agents serving drivers, brokers and dealerships, drive KPIs and ensure fast, accurate responses while promoting knowledge sharing and coaching.

You will plan resourcing, set SMART objectives, review performance, and implement improvements. The role offers a competitive salary, contributory pension and a range of benefits, plus flexible working and