LSH Auto is excited to announce a vacancy for a Contact Centre Team Leader to join our dynamic Customer Experience Centre based in Stockport on a temporary basis.
Requirements
As Team Leader, you'll manage and support a team of booking agents handling both inbound service enquiries and proactive outbound calls. Your role will be to inspire, coach, and lead by example - ensuring high levels of customer satisfaction, efficient booking processes, and achievement of individual and team KPIs. This is a temporary role required until September 2026.
Hours: 40
Salary: £27,040 plus OTE Bonus = £42,000
Key Responsibilities:
1. Lead, motivate, and support your team to achieve targets.
2. Monitor call quality, productivity, and adherence to processes.
3. Drive customer retention by ensuring professional, friendly interactions and overcoming objections.
4. Manage team rota, breaks, and workflow for coverage.
5. Review dealership diaries to maximize workshop capacity.
6. Liaise with workshop and service managers to coordinate bookings.
7. Provide coaching and performance feedback.
8. Report on key metrics and suggest improvements.
9. Maintain high morale through recognition and encouragement.
10. Conduct agent 1-2-1's and HR meetings.
Qualifications and Skills:
* Proven experience in contact centre or service team leadership.
* Understanding of inbound and outbound booking processes, ideally in automotive industry.
* Strong communication, motivation, and problem-solving skills.
* Ability to thrive in a fast-paced environment.
* Passion for outstanding customer service.
* Business mindset.
Benefits:
* Colleague Referral Scheme (£500 - £1000)
* Mercedes Benz training and leadership programmes
* Platinum Plus Rewards Scheme
* Colleague Car Purchase Scheme
* Eye care Vouchers
* Life Assurance (4 x annual salary)
* 31 days holiday (including bank holidays), rising to 38 days with service
* Wellbeing Support
* Company Pension
* On-site gym
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