Lead Contact Centre Agent (Multibrand) – JLR Derby Contact Centre Are you customer focused, performance driven and looking for a new challenge? As a Lead Agent you will be part of an organisation that believes in investing in you and your future. We provide excellent training & development as well as promote internal progression opportunities. What we can offer you Enjoy 33 days of annual leave (including bank holidays) to rest and recharge Save money every day with our exclusive retail discounts Drive a great deal with discounts on new and used cars, plus servicing offers Plan for the years ahead with our company pension scheme Balance home and work with our industry-leading family-friendly policies designed to help you spend more time with the people that matter Commute for less with our cycle-to-work scheme Prioritise your wellbeing with dedicated support for you and your family 24/7 access to healthcare professionals, ensuring you get the expert advice you need quickly and easily Make a difference with a paid day to volunteer in your community Invest in your future with our company share purchase plan Earn financial rewards when you refer a friend to join the team Keep learning and growing with our training and development opportunities for everyone. Life assurance with the option to increase cover We’re open to flexible working options – just ask What you’ll do day to day Lead a high-performing team to deliver exceptional service and achieve targets across multiple communication channels (phone, email, chat). Handling Monitoring daily performance to ensure that all customer interactions are handled promptly, accurately, and professionally with a focus on customer retention and satisfaction. Coaching team members to identify customer needs effectively and offer tailored solutions that align with their requirements and the business objectives. Fostering a culture of continuous improvement and customer-centricity by delivering regular feedback and identifying development opportunities. Driving team success through upselling and cross-selling initiatives that align with customer expectations and contribute to revenue growth. Collaborating closely with the Contact Centre Manager to manage operational tasks, resource planning, and team workflow. Conducting regular 1-2-1s, coaching sessions, and performance reviews to support individual growth and address performance gaps. Monitoring trends and customer feedback to proactively address issues that could result in loss of business and developing strategic plans to overcome objections. Supporting recruitment, onboarding, and training of new team members, ensuring they meet service standards from day one. Working alongside leadership to deliver brand and product training, keeping the team up to date with the latest business developments and customer service tools. Helpful skills and qualifications Don’t worry about ticking off every single skill here − if you care about delivering great experiences as much as we do, we want to hear from you. Have excellent communication skills and the ability to build trust and rapport with customers and colleagues Be customer focused and passionate about their work Have the ability to prioritise their workload and multi-task Be IT alliterate with the ability to use multiple systems at once Confidently work independently and also as part of a team Have a keen eye for detail To be our voice, communicating and focusing on customers whilst delivering the best possible knowledge and prospects Ability to problem solve and think on their feet We value diversity and believe it strengthens our team. If you don’t meet every requirement listed but are enthusiastic about this role and eager to learn, we encourage you to apply. Be part of something big Group 1 Automotive is on an exciting growth journey. We are home to over 7000 colleagues dedicated to providing exceptional customer service, with 114 dealerships in the UK, representing 21 brands at the forefront of automotive retail. But you don’t need to love cars to work with us - just need to share our mission to create outstanding and trusted experiences for our customers, our partners, and our people. Our Values At Group 1 Automotive we pride ourselves on our five core values that are incorporated in all we that do. Respect - Integrity - Transparency - Teamwork – Professionalism These are the principles that every member of our team lives by, whether that be business functions, customer interactions, how we interact with the local community and even how we view each other in the team.