Customer Service Team Leader
Purpose of the Role
Tracker is currently recruiting for a Customer Service Team Leader to join our established and market‑leading Telematics and Stolen Vehicle Recovery business in Uxbridge. This is an excellent opportunity for a customer‑focused leader to take ownership of service delivery, develop a talented team, and help drive initiatives that enhance the overall customer experience.
This is a hands‑on leadership position that combines team management, customer engagement, and continuous improvement. You will take ownership of the customer experience, ensuring customer enquiries and issues are managed effectively from initial contact through to resolution.
Alongside leading the team, you will remain actively involved in day‑to‑day operations, providing resource cover and handling customer calls and complex enquiries whenever required to support service delivery.
* 25% Direct customer interaction, including handling complex enquiries and escalations.
* 50% Team leadership, coaching, performance management, and operational oversight.
* 25% Driving cross‑functional initiatives and process improvements that enhance the customer experience.
Key Responsibilities
Customer Experience
* Take ownership of customer enquiries and issues, ensuring timely and effective resolution.
* Handle escalated complaints and complex customer cases with professionalism and empathy.
* Monitor customer feedback and identify trends to improve service quality.
* Ensure all customer interactions meet company standards and regulatory requirements.
Team Leadership
* Lead, motivate, and develop a team of Customer Service Advisors.
* Conduct regular coaching sessions, performance reviews, and one‑to‑one meetings.
* Manage team workload, schedules, and service levels across multiple communication channels.
* Foster a positive, customer‑centric culture focused on quality and continuous improvement.
Operational Excellence
* Oversee customer service performance across phone, email, web chat, and other customer channels.
* Analyse service metrics and customer data to identify improvement opportunities.
* Work collaboratively with Operations, Technical, IT, Sales, and Product teams to resolve customer issues and improve processes.
* Support the implementation of new systems, technologies, and customer service initiatives.
Primary Experience
* Previous experience in a Customer Service Team Leader, Customer Support Team Leader, or similar supervisory role.
* Experience managing multi‑channel customer service teams (phone, email, chat, digital channels).
* Excellent complaint handling and customer escalation management experience.
* Demonstrated ability to resolve complex customer queries and drive positive outcomes.
* Excellent coaching, mentoring, and people management skills.
* Solid organisational skills with the ability to prioritise competing demands.
* Comfortable using CRM systems, customer service platforms, and reporting tools.
* Highly effective analytical and problem‑solving capabilities.
* Excellent written and verbal communication skills.
Other qualifications considered a plus
* Experience within vehicle security, automotive, telematics, technology, or subscription‑based services.
* Knowledge of customer journey mapping and continuous improvement methodologies.
* Experience working with customer satisfaction metrics such as CSAT, NPS, or Service Level KPIs.
What Tracker Offer
* Hybrid working environment.
* Competitive salary and benefits package.
* Competitive parental leave.
* Place strong emphasis on wellbeing and mental wealth.
* Opportunity to make a direct impact on the customer experience.
* Career development and progression opportunities.
* Supportive and collaborative working environment.
* Training and ongoing professional development.
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