Customer Service Team Leader

Euro Car Parts Ltd.; Trafford; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Competitive salary

Enhanced annual leave

Career growth across UK & Europe

Life assurance

24/7 Employee Assistance Programme

Gym discounts

Healthcare perks

Cycle to Work Scheme

Retail & Staff Discounts

Job summary

Euro Car Parts Ltd. is seeking a dedicated supervisor to oversee day-to-day call centre operations, motivate the team, and drive performance to ensure excellent customer service.

You will collaborate with the Contact Centre Management team on workload, training, and development while maintaining high standards of service across all contact channels. The ideal candidate will have proven leadership in a contact centre, strong time management, and a proactive approach to problem-solving.

Qualifications

• Experience in managing a contact centre or customer service team.
• Proven ability to motivate a team and drive KPI/SLA performance.
• Strong written and verbal communication skills; empathetic approach.

Responsibilities

• Managing day-to-day line activities of the call centre.
• Coordinating team workload with Customer Service Management.
• Motivating and leading the team to exceed KPI/SLA targets across calls, emails and chat.
• Owning escalated customer issues and maintaining positive relationships with customers.
• Striving for first-time resolution and using MI data to improve performance.
• Training and developing the team; monitoring performance and conducting reviews.
• Using CSAT feedback to develop individual and team performance.
• Building collaborative relationships across the business.
• Supporting the management team to deliver targets and objectives.

Skills

Team leadership

Customer service

Time management

Communication

Coaching & development

Performance focus

Job description

Job Overview

You will supervise the day to day smooth running of the department, motivate the team to drive performance and ensure all activities are competed on time and in a professional manner. This role will lead, guide and support the team to deliver fantastic customer service to our customers. In addition to this you will support the Contact Centre Management team in recruiting, inducting and developing the individual capabilities of all new and existing colleagues.

What We Offer

• Competitive Salary – We regularly review our salaries to keep your earnings competitive.


• Enhanced Annual Leave (Including Bank Holidays) – Enjoy a great work-life balance with plenty of time off to recharge.


• Exciting Career Growth – Unlock personal development and career opportunities across the UK & Europe.


• Life Assurance for Peace of Mind – Providing financial security for you and your loved ones.


• 24/7 Employee Assistance Programme – Confidential support for you and your family, whenever you need it.


• Exclusive Gym Discounts – Stay fit and healthy with reduced memberships at top health clubs.


• Comprehensive Healthcare Perks – Access an online GP, a hospital plan, and other wellness benefits.


• Cycle to Work Scheme – Save money while staying active with tax-free bike purchases.


• Retail & Staff Discounts – Enjoy exclusive savings on popular brands and products.

Key Responsibilities

• Managing the day to day line activities of the call centre


• Assisting the Customer Service Management team in coordinating team workload


• To motivate and lead the team to deliver and exceed all individual and team KPI/SLA targets across all contact types (calls, emails and chat)


• To take ownership of escalated customer issues, ensuring resolution and the positive relationship between Euro Car Parts and the customer is maintained


• To strive for and lead the team in “first time fix” resolution for all customer contacts


• To understand and use MI data to improve underperformance and reward great performance


• To support in the training and development of the team, monitor performance including the quality of contacts and hold individual colleague reviews


• To use CSAT feedback as a tool to develop individual and team performance


• To build friendly and supportive working relationships with colleagues throughout the business


• To support the Contact Centre Management to deliver all business targets and objectives

Skills And Experience

• Previous experience of managing and supporting a contact centre or customer service team


• Experience in leading and delivering fantastic customer service


• Excellent time management skills with the ability to work under pressure, maintain control and remain professional at all times


• Strong and proven leadership skills, with the ability to supervise and delegate work effectively


• A high standard of written and oral communication skills, a confident and empathic communicator


• Ability to motivate, influence, coach and develop the team in all aspects of the role


• Ability to monitor performance, contribute ideas and assist in identifying and implementing service improvement projects


• To be result driven and highly motivated by delivering and exceeding targets.

Why Work for LKQ

We're proud of the service we provide to our customers, and we know that's only possible because of the great people who work in our teams.

When You Join Us, You'll Enjoy

• A varied, active role where no two days are the same.


• Full training and ongoing development opportunities.


• A supportive, friendly team environment.


• Opportunities to develop new skills and progress your career.


• The chance to make a real difference to customers every day.

We are committed to building an inclusive workplace where everyone feels welcome, valued and supported. We encourage applications from people of all backgrounds, experiences and communities.