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:
* Lead, motivate, and support your team to achieve daily, weekly, and monthly targets.
* Monitor and manage call quality, productivity, and adherence to processes.
* Drive customer retention by ensuring every interaction is professional, friendly with agents overcoming customer objections.
* Manage the team rota, breaks, and workflow to always ensure coverage.
* Review dealership diaries to ensure workshop capacity is maximised.
* Liaise with workshop and service managers to coordinate booking availability.
* Provide regular coaching and performance feedback to your team members.
* Report on key metrics and suggest improvements to performance and results.
* Keep morale high through recognition, encouragement, and constructive feedback.
* Conduct agent 1-2-1's and HR related meetings.
Skills and Competencies:
* Has proven experience in a contact centre or service team leadership role.
* Understands inbound and outbound booking processes, ideally in an automotive or similar industry.
* Is a strong communicator, motivator, and problem-solver.
* Can thrive in a fast-paced environment.
* Has a passion for delivering outstanding customer service.
* Has a business mind set
Benefits
Colleague Referral Scheme (£500 - £1000)
• A range of 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 length of service
• Wellbeing Support
• Company Pension
• On site gym