Overview
Department: Customer Contact Centres
Salary: Basic £27,000.00 plus bonus, with OTE of £43,500.00 (Capped)
Location: Contact Centre Newcastle
Reporting To: Contact Centre Manager
Responsible For: Customer Advisors
Working With: Dealership Teams, Contact Centre Colleagues
Role Summary:
We are seeking a dynamic and motivated Team Leader to join our Customer Contact Centre at Lookers. This role focuses on driving sales and bookings while delivering an exceptional customer experience in line with Lookers’ brand standards. You will lead, coach, and develop customer advisors, ensuring high performance, adherence to processes, and a supportive team culture.
Main Responsibilities:
1. Processes and Procedures: Manage team KPIs, QA sessions, and performance improvements. Conduct monthly 1:1s, oversee onboarding, training, and HR processes, and ensure delivery of high-quality customer service.
2. People and Culture: Foster a positive, inclusive, and collaborative environment. Build strong relationships with colleagues and dealership teams.
3. Customer Experience: Ensure SLAs are met, including 95% answer rates, rapid response times, and customer satisfaction.
4. Technology: Effectively use Lookers’ systems to drive efficiency and identify opportunities for improvement.
Key Performance Indicators:
5. 10% YoY sales and bookings improvement
6. High quality of leads, call standards, and adherence to manufacturer SLAs
Requirements:
Strong leadership, communication, and organisational skills. A passion for customer service and the ability to coach, motivate, and develop a high-performing team.
Join us in creating a centre of excellence at Lookers. Apply today!