Contact Centre Team Leader - Maternity Cover 12 months

LSH Auto UK Limited; Stockport; On-site; GBP 27,000 - 42,000; Full time

Job summary

A dynamic automotive company in Stockport is looking for a Contact Centre Team Leader to manage a team of booking agents. The successful candidate will inspire and coach their team, ensuring high levels of customer satisfaction and efficient booking processes. This temporary role offers a salary of £27,040 plus an OTE bonus of £42,000 with a range of benefits including training programs and a company pension.

Benefits

Colleague Referral Scheme (£500 - £1000)

Mercedes Benz training programs

Platinum Plus Rewards Scheme

Colleague Car Purchase Scheme

Eye care Vouchers

Life Assurance (4 x annual salary)

31 days holiday, increasing with service

Wellbeing Support

Company Pension

On site gym

Qualifications

• Experience leading a team in a contact centre.
• Knowledge of inbound and outbound booking processes.
• Ability to motivate and coach team members.

Responsibilities

• Lead and support the team to achieve KPIs.
• Monitor call quality and productivity.
• Manage team rota and ensure proper coverage.

Skills

Proven contact centre leadership experience

Strong communication skills

Motivational skills

Problem-solving abilities

Understanding of booking processes

Passion for customer service

Job description

LSH Auto is excited to announce a vacancy for a Contact Centre Team Leader to join our dynamic Customer Experience Centre based in Stockport on a temporary basis.

Requirements

As Team Leader, you'll manage and support a team of booking agents handling both inbound service enquiries and proactive outbound calls. Your role will be to inspire, coach, and lead by example - ensuring high levels of customer satisfaction, efficient booking processes, and achievement of individual and team KPIs - This is a temporary role required until September 2026.

Hours - 40

Salary - £27,040 plus OTE Bonus = £42,000

Key Responsibilities:

• Lead, motivate, and support your team to achieve daily, weekly, and monthly targets
• Monitor and manage call quality, productivity, and adherence to processes
• Drive customer retention by ensuring every interaction is professional, friendly with agents overcoming customer objections
• Manage the team rota, breaks, and workflow to always ensure coverage
• Review dealership diaries to ensure workshop capacity is maximised
• Liaise with workshop and service managers to coordinate booking availability
• Provide regular coaching and performance feedback to your team members
• Report on key metrics and suggest improvements to performance and results
• Keep morale high through recognition, encouragement, and constructive feedback
• Conduct agent 1-2-1's and HR related meetings
  
  

Skills and Competencies:

• Has proven experience in a contact centre or service team leadership role
• Understands inbound and outbound booking processes, ideally in an automotive or similar industry
• Is a strong communicator, motivator, and problem-solver
• Can thrive in a fast-paced environment
• Has a passion for delivering outstanding customer service
• Has a business mind set
  
  

Benefits

Colleague Referral Scheme (£500 - £1000)

• A range of Mercedes Benz training and leadership programmes
• Platinum Plus Rewards Scheme
• Colleague Car Purchase Scheme
• Eye care Vouchers
• Life Assurance (4 x annual salary)
• 31 days holiday (including bank holidays), rising to 38 days with length of service
• Wellbeing Support
• Company Pension
• On site gym