Customer Service Team Leader

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

## Customer Service Team LeaderApplylocations: Bristol CECtime type: Full timeposted on: Posted Todayjob requisition id: JR\_10038506**At Ayvens, progress starts with you.**Our ambitions to shape the future of sustainable mobility are powered by our talent. Join us, and get better with every move.Outstanding opportunity for an experienced people leader to join our Bristol based ‘"Indirect" Team within Customer Service, where we provide market leading capability and interaction with a broad range of drivers, brokers and dealerships* Are you passionate about leading others?* Are you committed to providing excellent levels of service?* Dedicated to ensuring speedy/ respectable turnaround and response times?* Committed to leading a team who produce impressive levels of interaction?* Have a passion for knowledge sharing, developing othersIf this sounds like you, please read on you could be just what we need to complement our existing leadership team. Strong remuneration package inc. competive basic salary, contributory pension, bonus potential, flexible working.**Key Purpose*** Lead and manage a team to achieve all individual, team and business KPI’s and SLAs* Provide all team members with feedback and coaching to ensure individual competence maximising individual and team performance* Ensure a consistent high level of quality service standards are provided to internal and external customers* Promote a culture of efficiency within the team, being able to challenge current ways of working, propose and manage implementation of tangible business improvements* Foster and promote an engaged team therefore minimising attrition and absence* Collaborate with other operational teams to proactively look for ways to reduce handoffs, costs and improve customer satisfaction* Minimise business and regulatory risks through rigorous control checks**Summary of Responsibilities*** Responsible for the day to day resourcing and workflow management of a team ensuring productivity and SLA metrics achieved* Ensure all team members have documented SMART objectives, regularly review individual and team performance targets, outputs and behaviours providing timely feedback.* Track, monitor and deliver in line with the Quality framework to deliver good customer outcomes* Complete monthly performance reviews with all team members and implement performance improvement plans as and when required* Ensure robust training and succession plans are in place to develop, engage and retain competent team members* Ensure that all processes and procedures are version control documented, reviewed regularly and consistently adhered to* Provide operational and subject matter guidance for all team processes* Ensure the department achieves all relevant compliance and regulatory activities to deliver good customer outcomes.* Utilise daily, weekly and monthly reporting for all required team metrics, to enable ownership and delivery of team performance.* Timely escalation of any issues on policy, procedures or decision making processes to an Operations Manager**Skills & Experience*** Proven experience in a previous leadership position* Experience of managing performance, formally or informally, with a focus on both results and behaviours* Excellent communication skills: written, verbal, report writing and presentations* Proven people management experience including feedback, coaching and performance management* Excellent time management, planning, organisational and delegation skills* High levels of professionalism and stakeholder management.* Broad knowledge of UK regulated and finance industry and commercial awareness* Problem solving capabilities* Good standard in IT literacy in particular Microsoft Office applications* Self-motivated with the ability to lead others**What We Can Offer**Salary range between £32,000 - £38,000Generous contributory pension scheme25 days holiday, in addition to bank holidaysVolunteering days to assist in charity workSustainability InitiativesHoliday buy / sell (subject to conditions)Travel Insurance (cost associated)Dental Insurance (cost associated)Eligibility for Annual Bonus SchemeEnhanced parental leaveGenerous Employee Referral Scheme (£1000)Cycle2work SchemeFree breakfast / fruit in the Bristol officeEV charging points, bike storage, shower & changing facilities, car parking*Studies have shown that women and people of colour are less likely to apply for an opportunity unless they exactly meet the criteria specified.**At Ayvens we are committed to building a diverse, inclusive, enjoyable and authentic workplace so if you are excited by this, or any role at Ayvens but your experience doesn’t exactly align, we would encourage you to apply regardless! What’s the worst that can happen?!* **Why Ayvens?** With over 3.1 million vehicles managed across more than 40 countries, we provide full-service leasing, flexible subscription services, fleet management services and multi-mobility solutions to customers of all sizes, including large corporates, SMEs, professionals, and private individuals. By leveraging our unique position to lead the way to net zero and further shape the digital transformation of the industry, we are well-positioned to meet the evolving mobility needs of our clients and provide them with the solutions they need to thrive. At Ayvens, we believe that our success is driven by our commitment to customer satisfaction. Our team is dedicated to delivering innovative solutions and technology-enabled services that help our customers focus on their everyday business. We’re committed to sustainable mobility and have made it a core part of our strategy. In everything we do, we’re guided by the principles of authenticity, curiosity, commitment and collaboration. We aim to foster an organisation that's diverse in people and ideas, where everyone can thrive and be themselves, no matter who they are. Join us on this exciting journey as we continue to enable the transformation towards large scale adoption of sustainable mobility and provide our customers with the solutions they need to succeed. Follow our page for the latest updates, news, and insights.