Team Leader

MSX International Limited; Colchester; On-site; GBP 60,000 - 80,000; Full time

Job summary

An automotive service company is looking for a Team Leader in Colchester, UK. You will lead a team of Helpdesk Engineers and Parts & Logistics Specialists, ensuring high-quality service delivery and continuous improvement. The ideal candidate will have at least 5 years of experience in a technical support role and proven team leadership abilities. Strong knowledge in automotive aftersales operations and performance metrics is essential. This position offers a dynamic work environment with opportunities for professional growth.

Qualifications

• Minimum 5 years experience supporting remote office and end users.
• Experience working in a diagnostic environment.
• Qualified to Senior / Master Technician level preferred.

Responsibilities

• Lead and manage a team of Helpdesk Engineers and Logistics Specialists.
• Monitor team performance against KPIs and SLAs.
• Provide training and support to team members.

Skills

Problem-solving

Fault-finding and resolution

Team leadership

Technical troubleshooting

Education

IT Qualification or equivalent

Job description

Lead and manage a team of agents (Helpdesk Engineers, Parts & Logistics Specialists) to deliver high-quality service to dealers and customers. Ensure team performance, operational excellence, and continuous improvement in line with project objectives.

Key Activities and Responsibilities

• Supervise and coach a team of frontline agents (technical, and parts).
• Monitor team performance against KPIs and SLAs.
• Conduct regular one-on-one meetings, performance reviews, and feedback sessions.
• Provide training, guidance, and support to team members.
• Handle escalated cases and complex issues from agents.
• Ensure adherence to processes, policies, and quality standards.
• Coordinate with other Team Leaders and departments for cross-functional collaboration.
• Analyze performance data and implement improvement actions.
• Support recruitment, onboarding, and development of team members.
• Report on team performance, challenges, and achievements to management.

Qualifications

Experience :

• Experience in Problem-solving, fault-finding, and resolution.
• Experience in a diagnostic environment and troubleshooting technical issues.
• Depending on the Helpdesk, Qualified to Senior / Master Technician / IT Qualification.
• Experience in Team leadership.
• Minimum 5 years experience supporting remote office and end users.

Knowledge :

• Automotive aftersales operations with focus on Technical Helpdesk (THD) and Parts & Logistics.
• KPI / SLA frameworks for dealer support, case handling, and parts service levels (fill rate, order accuracy, lead time).
• OEM policies, procedures, and systems used by Helpdesk and Parts teams (technical knowledge bases, DMS / ERP, ticketing / CRM).
• Escalation workflows, case lifecycle, and quality standards in technical support and parts processes
• Warranty / parts interactions : causal part identification, returns / traceability, pre-approval impacts on parts flow.
• Workforce management principles : coaching, performance management, skills matrices, scheduling.
• Customer experience metrics and principles (CSAT, first-contact resolution, fix-it-right-first-time)

You can learn more about MSX International on our website : MSX International

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Team Leader • Colchester, Essex, United Kingdom