Job Title: Service Team Leader
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We are looking for a skilled and experienced individual to join our team as a Service Team Leader. This role involves leading a team of drivers and service support operatives to ensure that high standards of customer service are achieved.
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Key Responsibilities:
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* Manage a team of drivers and service support operatives to achieve company standards;
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* Develop and implement effective service support team debriefing procedures to ensure full communication of information to and from customers and colleagues;
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* Provide clarity on business expectations of customer service for drivers, ensuring these standards are achieved;
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* Assist various members of the service management team, whilst coordinating customer service requests and other related information to ensure customer service expectations are achieved;
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* Work as part of the overall service support team to ensure all work is completed to the required deadlines;
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* Supports the service support – operative team members;
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* Manages performance to ensure driver and vehicle resource is being utilized effectively and efficiently;
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* Identifies sub-standard customer service, delinquent calls and reports deficiencies to line manager;
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* Contributes to route solutions for new customer service requirements;
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* Reports deficiencies in route or driver performance to line manager;
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* Adheres to company Health Safety and Environmental policies and obligations;
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* Coordinates driver documentation and fleet management process for fleet management for vehicles;
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* Collates driver's performance documentation and reviews details regularly with service manager, being involved in driver debriefs;
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* Implements driver best practice and monitors perform of drivers, including the development of product knowledge, service expectations and vehicle specifications;
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* Communicates business requirements to the drivers, ensuring all drivers are clear on objectives and tasks;
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* Organizing plans time to ensure that the service operation runs efficiently to support customer expectations;
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* Ensures that all drivers operate in an efficient and effective manner;
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* Checks supporting documentation received at the service center from drivers, notifying line manager of any discrepancies;
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* Assists in maintaining business systems and processes to monitor customer service visits and service request details;
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* Assists in coordinating customer stock requirements for drivers and performs regular stock counts of stocks on vehicles;
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* Have demonstrated leadership skills in any work environment;
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* Have worked in or be ready for a fast-paced and varied work environment.
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Benefits:
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* A competitive salary package;
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* Company Vehicle & fuel card;
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* Long Service Awards;
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* Uniforms and Equipment;
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* Progression Opportunities;
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* 4 weeks annual leave increasing to 5 weeks;
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* Additional variable pay opportunity through the introduction of new business;
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* On call allowance;
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* Access to Company pension;
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* Refer a Friend bonus;
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* TrustPilot reward;
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* Employee Assistance Programme;
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* Cycle to Work Scheme;
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* Life Assurance.
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