Customer Service Team Leader

Job Introduction

We are looking for a self-motivated Telephony Operations Team Leader to join our existing team and help drive service excellence in our contact centre at Trafford Park. Reporting directly to the Operations Manager, you will manage, coach, motivate, and develop your team to ensure exceptional service delivery to both internal and external customers. You will be instrumental in nurturing a culture of continuous improvement and ensuring high-quality standards are maintained at all times.

Key Responsibilities:

• Lead, motivate, and manage the team through regular coaching, development, and timely feedback
• Ensure all SLA’s are met and adhered to
• Embed the right customer service culture within the team, driving the quality of service delivery, reflecting our high standards
• Manage internal and external customer relationships, addressing challenges and complaints in a proactive and professional manner
• Drive the quality of orders raised to reduce invoice queries and improve order accuracy
• Maximise available revenue while maintaining acceptable hire rates through proactive and reactive selling
• Continuously develop internal processes to ensure that all customer expectations are met
• Understand customer needs and market demands to provide tailored solutions
• Conduct regular 1:1 sessions with team members, agreeing SMART objectives and targets
• Oversee performance and absence management processes management processes, ensuring they are executed effectively
• Support the recruitment process to ensure we hire the right people for the team

The Ideal Candidate:

• Proven experience in a contact centre leadership or supervisory role – Essential
• Strong understanding of customer service and operational excellence
• Ability to lead, coach, and motivate a team to achieve performance goals
• Excellent communication skills, with the ability to prepare and deliver presentations
• Ability to manage customer relationships and resolve issues effectively
• Strong organisational and time-management skills
• Experience in performance and absence management
• Ability to analyse and optimise operational processes for efficiency
• Proficiency in using relevant software and systems for managing orders, performance, and reporting
• Experience of using Zendesk – Desirable
• Experience of Tool Hire – Desirable

What We Can Offer You:

• Competitive salary 
• Salary sacrifice pension 
• 25 days annual leave FTE, plus bank holidays
• Free Tool Hire
• Life Assurance cover 3x salary
• Share save scheme 
• Eye care vouchers
• Recommend a friend scheme 
• Learning & Development – commitment to upskilling and developing our people, structured in house training available alongside external training where required
• Cycle to work scheme 
• Long service recognition 
• My Vp discounts – a variety of discounts and rewards on thousands of well-known brands
• Discounts on HP products
• EE mobile contract discount offers
• Gym discounts
• Health Shield (discounted premiums on health care cash plan)
• Regit Assist 24/7 accident helpline – free joining

A Little Bit About Us:

Brandon Hire Station is the leading provider of tool and equipment hire in the UK. 

Our commitment to exceptional customer support services is unmatched in the industry. We guarantee timely delivery of our tools and equipment through our branded vehicles and FORS accredited drivers. Plus, with our 'Everyday Product Hire Guarantee', you can trust that our most hired products are always available at every branch, every day, collected or delivered throughout the UK.

At Brandon Hire Station, we're actively looking for passionate individuals to join our team. We're committed to providing the highest level of service to our customers and we're always on the lookout for like-minded professionals who share our dedication to excellence.

If you're interested in working for a company that's committed to providing exceptional customer support services, we invite you to apply for a position with Brandon Hire Station today. 

Vp plc is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills.