Team Leader

Role: Team Leader

Reporting to: Head of Sales and Contact Centre Performance

Salary: £27,000 OTE – £35,000

Working hours: 9am – 6pm Monday to Friday with flexibility to work one 10am-7pm per week and occasional Saturday working

What’s the Job?

The position of Team Leader is to coach, develop and motivate your team to achieve both their individual and team targets within the wider team. You will also be responsible for leading by example, actively contacting customers in an energetic, outbound, contact centre environment with a view to purchasing the customer’s vehicle. These customers have already been online to one of our lead source providers’ websites to enquire about a valuation or already accepted the valuation they have received online; all calls to be made are generated from warm leads.

Who we are?

Voted the fastest growing Tech company in the North of England 2017 and number 20 in The Sunday Times top 20 tech track 100 list 2018, The Car Buying Group works with enthusiastic, passionate, and hardworking individuals. Our aim is to be one of the leading online car buying services, offering an industry-leading proposition, delivering the fairest, simplest and one of the fastest ways to sell a car online. Our passion is cars and customer experience.

What’s in it for you?

In return for the above, we offer a base salary of £27,000, on OTE £35,000 with uncapped commission. We also offer full training, development, and support. We have a strong growth plan with lots of opportunities for people to develop in the future into more senior positions within the organisation.

What are your responsibilities?

1. Develop purchaser’s knowledge and ability to perform their job, by providing them with skills expansion and career development.
2. Delivering targets in a meaningful way to your team to ensure they are all achievable and realistic for their performance.
3. Upskill existing employees where their development requires.
4. Be an engaging leader who can build a positive culture that improves employee engagement and minimizes attrition.
5. Consistently meet or exceed KPIs, and encourage your team to do the same.
6. Lead business change and embed new processes/technology.
7. Handle escalations from your team in an effective and timely manner.
8. Be responsible for defusing any disputes between your team and customers and building a positive and inclusive culture.
9. Monitor inbound call flow and staffing to ensure calls and emails are answered in a timely and appropriate manner.
10. Deliver daily morning briefs to the team, encouraging and praising employees, where appropriate.
11. Maintain customer relationships and build rapport through excellent telephone manner.
12. Accurately take thorough notes of the vehicles condition and record what the customer describes with as much detail as possible on the customer file.
13. Proactively get valuations back to the customer and explain our rationale around why our valuation is where it is.
14. Arrange collection dates to best suit the customer and ensure all the correct documentation is in place for the collection to go ahead smoothly.
15. Negotiate prices and deals with customers.

Key Objectives

Lead and coach your team to achieve and exceed their targets by contacting customers that have gone online for a valuation on their vehicle with a view to purchase their vehicle from them. Develop their skills to ensure they are working to the best of their ability.

Qualifications / Experience

1. Experience coaching a team of individuals.
2. Ability to self-motivate and motivate a team to achieve targets.
3. Comfortable with speaking to customers and colleagues at all levels.
4. Excellent communication skills, verbally and written.
5. Experience working in a targeted environment.
6. Ability to work in a high energy/high-pressure environment.
7. Ability to analyse data and utilise Management Information to formulate a route to success.
8. Excellent customer service/selling/negotiation skills.
9. Proven ability to meet/exceed targets.
10. Excellent, accurate data entry skills.
11. Excellent listening and questioning skills.
12. Understanding and working knowledge of Microsoft packages (Excel/Word).
13. A constant drive to achieve and exceed targets.
14. Confidence to contact customers.
15. Ability to work from own initiative and lead a larger team.
16. Keen eye for details.
17. Self-motivating.
18. Hardworking.
19. Excellent communicator both verbally and written.
20. Comfortable liaising with colleagues and customers of all levels appropriately.
21. Keen interest in customer support.
22. Ability to deliver an excellent customer and colleague experience.
23. Ability to multi-task.
24. Ability to work under pressure and deliver outstanding results.
25. Ability to use own initiative.
26. Keen interest in own development – demonstrates an eagerness to take on new tasks and activities.