Aftersales Contact Centre Team Leader

We're recruiting for a Team Leader to join our BMW Aftersales Contact Centre in Glasgow., Experience a contact centre with a difference. We're looking for a Team Leader who can manage a small team to cover all aspects of the BMW customer journey, from making service/MOT bookings to contacting leads and converting them to bookings, all while aiming to keep our customers loyal to a fantastic brand.

You'll run a great team of agents who are focused on the BMW customer journey in line with the brand values, and you'll enjoy nurturing your team to achieve the best results. Occasionally, customers have complaints, and you'll take ownership of them to ensure the best outcome for the customer and the business.

Day-to-day duties

• Training and coaching your team to identify opportunities for improvement and providing constructive feedback and action plans.


• Listening to agents calls (live and recorded) and reviewing performance statistics to help drive quality and efficiency.


• Driving morale within the team, ensuring success is praised.


• Assisting the centre manager with staffing issues and working with our Recruitment and People Teams to find resolutions.


• Driving performance through specific measured KPIs.


• Taking escalated calls and controlling the situation to ensure customer satisfaction.


• Identifying processes that could be improved and implementing new ideas.
  
  You'll be able to look after our customers at the same time as you look after our business.


• You'll be comfortable driving your team to achieve the brand and Arnold Clark KPIs successfully.


• You'll have experience in managing people and know how to be approachable while being capable of having the more difficult conversations.


• We're looking for someone innovative who can spot a problem before it develops and take pre-emptive action.


• You'll have excellent computer usage skills; we'll provide training on Arnold Clark systems and processes and we'll expect you to become an expert in them over time.


• Analytical - you'll be great at spotting trends in stats and performing root cause analysis.
  
  Arnold Clark is committed to creating a diverse and inclusive workplace. We strive to create an environment where collaboration, unique perspectives and multiple approaches are celebrated. We care about our employees and our communities, we nurture talent and encourage ambition, and we are passionate about people who take pride in their work. Our employees are at the heart of everything we do - diverse in our make-up, united in our goals.


To find out more about Life at Arnold Clark, visit our website.

Employment within the Arnold Clark Group is offered subject to satisfactory reference and disclosure checks.


• £34,000 On Target Earnings (OTE)


• No late nights or unsociable hours


• 33 days' annual leave with room to grow


• Generous retail discounts


• Maternity and paternity packages


• Opportunities for training and progression


• Private healthcare and sick pay cover


• Life assurance


• Clearly defined targets - and there aren't many!


Hours

Full time: Monday - Friday, 8am - 5.30pm and every third Saturday, 9am - 1pm, Every Arnold Clark employee is entitled to a wide range of benefits, including:

Discount on new and used vehicles

Contributory pension scheme