Customer Service Team Leader

Genuine Parts Company; Exeter; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

28 days annual leave

Staff discount across products

Company pension scheme

Free onsite parking

Bike storage

AAG Benefits hub access

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Strong communicator

Stakeholder management

Decisive decision making

Analytical thinking

Job description

Comprising over 77 Distribution Centres across 8 countries, Alliance Automotive Logistics stands as the pivotal distribution arm of Alliance Automotive Group and has rooted its reputation on the principles of service excellence, its mission to cultivate and nurture enduring partnerships with its extensive clientele and suppliers, and aiming to provide sustained value and reliability in all its operations.

Specialising in providing an unparalleled range of logistical solutions and delivering over 250,000 parts to garages and repair centres throughout Europe, Alliance Automotive Logistics guarantee that garages and fast-fit centres can repair and maintain their customers vehicles as quickly and efficiently as possible.

We are looking for new Customer Service Team Leader to join our team in Exeter! This is an office based role, so please ensure that you can reliably commute to: Unit 12, Norman Court, Budlake Road, Marsh Barton. EX2 8PY

Who are we looking for?

We want people who are dynamic and focused on the customer experience with the ambition to progress and push their ideas forward to grow personally and professionally with the company.

You’ll need to have previous experience of leading a team in a customer service environment; be this retail, contact centre or in a related field with a focus on wellbeing, engagement, coaching and development.Our Customer Service team works closely together across various channels of contact, such as calls, emails and live chat.

Reporting to the E-Commerce Customer Service Manager you will work together to ensure SLA’s are achieve whilst leading by example the embed the group values across the customer service team.

• You should be a strong communicator, able to manage expectations and handle sometimes difficult conversations with customers and members of the team
• Be able to present yourself in a professional manner, working with stakeholders of all levels communicating in a calm, patient and concise manner
• Be confident in your decision making skills, able to act quickly and decisively to rapidly changing situations and problems that may arise on a daily basis
• Be analytically minded, with strong attention to detail, a focus on identifying areas of improvement and change whilst being confident in presenting suggestions to improve efficiency.

What will you be doing?

Your tasks will include, but are not limited to the below, and may vary in priority depending on changing circumstances and priorities on any given day or week.

• Direct line manager leadership to a team of customer service advisors, providing real time coaching and support.
• Track and report key performance indicators whilst performing route cause analysis to identify trends
• Track and report key performance indicators whilst performing route cause analysis to identify trends
• Support and motivate the team through continuous coaching, 1:1’s and performance management to ensure business goals are met
• Serve as a Subject Matter Expert (SME) for all customer service related questions and queries from the team
• Oversee daily operations, including scheduling, workload distribution, and task prioritisation
• Processing refund and goodwill actions
• Resolve escalated customer queries and complaintswith empathy and professionalism
• Monitoring individual calls, chats and emails to ensure quality, efficiency and knowledge levels are maintained and improved
• Suggesting new procedures to improve customer service team performance
• Additional and ad hoc tasks, as outlined by the e-Commerce Customer Service Manager.

This is a full time role working 40 hours per week.

What it’s like working for us?

Well, 92% of our team believe that someone at work cares about their wellbeing, with 96% feeling they have been able to learn something new and do what they do best. We want to reward our team for their hard work, so we are constantly looking at new ways to give back and acknowledge the efforts made each day, please see some of the advantages we offer to our team:

• Shifts are currently Monday to Friday, 8am to 5pm
• 28 days annual leave (5.6 weeks)
• Staff discount available across our full range of products
• Access to the AAG Benefits discount hub, providing savings and discounts at a wide range of retailers
• Free onsite parking available 7-days a week
• Bike storage for any cyclists among you
• Company pension scheme

So, if you’d like a new challenge and you think you'd be a good fit for our team, we'd love to hear from you!

Job Types: Full-time, Permanent

Work Location: Exeter

FPS conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability or any other protected characteristic