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Customer Support Centre Team Leader

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How would you like the chance to work for a Global automotive re-auction company? Copart are currently seeking a motivating leader with outstanding customer service skills and unwavering attention to detail, does this sound like you? Then look no further. We have a fantastic opportunity for a Team Leader to join our customer service team based at our recently opened operations centre of excellence in Bedford. Copart UK Limited is a critical outsource partner to all of the UK motor insurance companies, providing essential services that relate to the UK transport infrastructure by collecting, transporting and storing accident damaged vehicles. Copart is also intrinsic to the waste management, recycling and disposal of end of life vehicles which has been deemed critical and therefore are able to remain fully operational whilst ensuring social distancing measures are met, during the current COVID-19 pandemic. The Customer Support Centre (CSC) has a pivotal role within the Central Operations team. This is where the journey begins for many of our insurance partners on behalf of their policy holders. The Customer Support Centre is responsible for completing an array of processes & provide customer support services to insurers. Our services include Vehicle Collection instructions, Processing V5's, keys and documents, Vehicle Clearances, Private Plate management, Finance marker removal and Affiliate & Repatriations which includes management of vehicles located in the Channel Islands and Europe. We are the at the centre of all communications between insurers and general public and process an incredible amount of data and handle 5000 telephone phone calls a week. As a Team Leader in the Customer Support Centre you will be responsible for the management, motivation and organisation of your Customer Support Centre team to ensure Operational Excellence. You will ensure consistent delivery of customer service excellence to internal and external customers alike with a constant strive to innovate and improve performance and processes. Key responsibilities; • Ensure that the required standards of operational processes are consistently delivered by your team. Monitoring the efficiency and effectiveness of day to day work of the team and contributing to the identification of opportunities for improving service operations to meet customer expectations. • Constantly review and evaluate the effectiveness of individual team members. Targets, SLA's & Processes. • Responsibility for the leadership, motivation and development of staff, completing regular 1-2-1's and biannual appraisals of staff, identifying their training and development needs and planning how these needs can be met through evaluation of training received. • Agree objectives that support the Customer Support Centre and set individual and team goals that supports the delivery of all objectives. • Install appropriate and maintain quality standards in all day-to-day activities that ensure delivery of Operational Excellence within your team. • Continually measure your team performance through appropriate KPIs and other indicators. • Assist in the development and promotion of a culture that actively supports the Company's Mission, Vision & Values and where best practice is identified ensure it is shared with other teams. • Maintain regular and appropriate communication with your team. • Continually measure and review costs throughout your team and provide relevant information to the Customer Support Centre Manager. Support budget setting and control, reporting challenges and solutions as necessary. • Complaint handling resolution, ensuring the customer is centric to all that you and your team strive for. Keywords: Team Leader | Customer Support | Customer Service | Communication | Call Centre | Leadership | Automotive | Communication | Analysis | Mentoring | KPIs | Staff Development | IT Literate | MS Office Benefits Monday to Friday Working / 28 days holiday including Bank Holidays / Employee benefits scheme providing discounts at many high street retailers / Discounted Employee Share Purchase Plan / Contributory Personal Pension Plan / Family Events …. as well as a uniform and on-going support with personal development, apply today! Essential Skills • Proven experience in a customer service environment • Evidence of working in support of continuous improvement and delivering high performance standards • Experience of team and performance management • Ability to be hands on • Demonstrable problem-solving skills • Strong verbal and written skills • A dynamic, energetic and motivational leader • Good IT skills, especially in Microsoft Office & Excel • Well-presented and professional manner • Excellent attention to detail Desired Skills • Examples of self-driven continuous learning • Automotive or insurance sector experience • Previous experience operating at Team Leader level in a customer service environment About Company Copart was founded in the USA in 1982. Copart is a NASDAQ listed company and currently operates in more than 200 locations in 11 countries and has over 125,000 vehicles up for auction every day. With locations throughout Asia, North and South America, the Middle East and Europe, including 16 locations across the UK we are a fast paced, growing and exciting business auctioning in excess of 250,000 vehicles per year in the UK alone through our online auction technology.

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