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Operations Team Leader

Employer
Undisclosed Company
Location
Ashford, Kent
Salary
£20000 - £25000 per annum + Depending on exp'
Closing date
2 Nov 2018

We are currently looking for a Fleet Office Administration Team Leader Salary £20,000-£25,000 depending on experience, the hours are 8:30am-5:30pm but they do ask that their team leaders are flexible between 6am-8pm, for more information please read below;

Our client TrucTyre ATS are expanding, they are opening a new site in Ashford, Kent and have a Team Leader opportunity available. There are a number of Operations Administrators based on site, who are supporting internal and external customers. Your role as the Team Leader will be to manage the team, ensuring that everyone is delivering exceptional customer service every time. You will have experience in line managing a team, have worked in a fast paced customer service environment and be comfortable working to deadlines. Working as a Team Leader you need to have a flexible approach to the needs of your team and the business. We have immediate assessment slots available for you on the 8th November and this role has a start date of the 19th November. So please don't delay apply today, one of team will call you and give you further details about the role and get you forward for the next step in your career.

The Role

To lead and manage a team of Operations Administrators, consistently ensuring a high level of customer service to both internal and external customers is achieved within a critical timeframe. Ensuring compliance with customer service level agreements and internal procedures while achieving defined key performance indicators.

You must have experience of:

  • line management, including performance management, coaching and motivating a team
  • working in a fast paced customer service orientated environment
  • managing customer expectations and demands to provide outstanding customer service
  • working to tight deadlines
  • working to defined key performance indicators

The following experience is desirable but not essential:

  • dealing with high volume calls

Person Specification

  • Ability to manage and motivate
  • Use initiative to make informed decisions
  • Ability to challenge behaviours and act as a role model for others
  • Ambitious and target driven
  • Problem solving - recognition, assessment, ownership and solution delivery
  • Willing to take ownership and responsibility for customer requirements
  • Outstanding communication skills
  • Exceptional telephone manner
  • High level of accuracy and attention to detail
  • Calm under pressure and flexible in approach
  • Ability to adapt to changing customer demand
  • Strong organisational skills and ability to prioritise
  • Go Getter and a positive outlook
  • Being a team player
  • A good working knowledge of using Microsoft Word, Excel and PowerPoint

Key Responsibilities

  • Proactively lead, advise, coach and motivate the team, ensuring maximum performance is achieved
  • Support/assist the team in responding to all incoming calls
  • Drive performance to continually improve against key performance indicators (KPIs)
  • Ensure adherence to agreed service level agreements (SLAs)
  • Ensure the accuracy of information and a "right first time" approach is achieved
  • Correctly follow policy instructions relating to the handling of information for each customer
  • Create a close working relationship with key stakeholders
  • Allocate work to the team
  • Use a customised casing management system to track casings returned to manufacturers, which enables credit notes to be raised
  • Invoice auditing from timesheets - check to ensure that invoices have been raised
  • Use an in-house system to enter data from job sheets processed by field technicians to raise invoices
  • Enter job cards on the internet for manufacturers
  • Extensive work on Microsoft Excel putting fleet inspections and cost plans against customers fleets
  • Monitor and provide monthly KPIs and SLAs reports on team performance against targets with commentary on variances, along with weekly update on progress
  • Ensure full compliance to Company policies and procedures
  • Act as a role model
  • Help support and train new members of the team
  • Ensure accuracy of the teams work, particularly during the training period
  • Undertake 121s with each member of the team; ensuring appropriate PDPs are in place
  • Ensure that the agreed escalation procedures are followed
  • Provide feedback to each member of the team
  • Adapt approach depending on customer situation
  • Work flexibly to support business
  • Fully understand our customer's expectations in order to manage their requirements
  • Fully conversant with all systems used within the department
  • Strive to maximise internal and external customer satisfaction

For more information or to apply directly please drop me an email at Sophie.Howley @ Manpower .co .uk or alternatively give me a call on 01895 204 948

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