Customer Service Team Lead — Coaching & SLA Champion (Exeter)

Genuine Parts Company; Exeter; Presencial; GBP 32 000 - 42 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

28 days annual leave

Staff discount across products

Company pension scheme

Free onsite parking

Bike storage

AAG Benefits hub access

Resumo da oferta

Alliance Automotive Logistics in Exeter is seeking a Customer Service Team Leader to manage a team of advisers across calls, emails and live chat. This office-based role requires reliable commuting to Unit 12, Norman Court, Budlake Road, Marsh Barton, EX2 8PY.

You will lead by example, coach in real time, monitor KPI trends and ensure SLAs are met while embedding group values. The role is full-time and based in Exeter.

Qualificações

• Experience leading a team in a customer service environment (retail, contact centre or related field).
• Ability to manage expectations and handle difficult conversations with customers and team members.
• Experience embedding company values and achieving SLA targets.

Responsabilidades

• Direct line manager leadership to a team of customer service advisors with real time coaching and support.
• Track and report key performance indicators and identify trends from data.
• Motivate and coach the team through 1:1s and performance management to meet business goals.
• Serve as a SME for customer service queries from the team and stakeholders.
• Oversee daily operations, scheduling, workload distribution, and task prioritisation.
• Process refunds and goodwill actions; resolve escalated queries with empathy and professionalism.
• Monitor calls, chats and emails to ensure quality and knowledge levels, recommending process improvements.
• Perform additional tasks as needed by the E-Commerce Customer Service Manager.

Conhecimentos

Strong communicator

Stakeholder management

Decisive decision making

Analytical thinking

Descrição da oferta de emprego

Alliance Automotive Logistics in Exeter is seeking a Customer Service Team Leader to manage a team of advisers across calls, emails and live chat. This office-based role requires reliable commuting to Unit 12, Norman Court, Budlake Road, Marsh Barton, EX2 8PY.

You will lead by example, coach in real time, monitor KPI trends and ensure SLAs are met while embedding group values. The role is full-time and based in Exeter.