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Euro Car parts

We are greater than the sum of our parts.
We know that people make us who we are.

At LKQ Euro Car Parts we recognise that our people are our most valuable asset. They make the difference between good and great.

Job Ref No. CCTL117091

Contact Centre Team Leader

Home based and Tamworth

Permanent - Full Time

Job Description

Contact Centre Team Leader

Predominantly home working however will need to go to Tamworth on occasion

Job Purpose

To lead, guide and support the team to deliver class leading service to our customers. To manage the day-to-day smooth running of the department, motivate the team and drive performance standards, ensuring all activities are competed on time and in a professional manner. Support the Contact Centre Management team in recruiting, inducting and developing the individual capabilities of all new and existing colleagues.

Key Responsibilities

  • To manage the day-to-day line activities of the call center and to assist the Customer Service Management team in coordinating team workload
  • To motivate and lead the team to deliver and exceed all individual and team KPI/SLA targets across all contact types (calls, emails, and chat)
  • To take ownership of escalated customer issues, ensuring resolution and the positive relationship between LKQ Euro Car Parts and the customer is maintained
  • To strive for and lead the team in “first time fix” resolution for all customer contacts
  • To understand and use MI data to reward great performance and improve underperformance
  • To support in the training and development of the team, monitor performance including the quality of contacts and hold individual colleague reviews
  • To use CSAT feedback as a tool to develop individual and team performance
  • To build friendly and supportive working relationships with colleagues throughout the business
  • To support the Contact Centre Management to deliver all business targets and objectives

Skills and Experience

  • A passion for and experience in leading and delivering fantastic customer service
  • Excellent time management skills, with the ability to work under pressure, maintain control and remain professional at all times
  • Strong and proven leadership skills, with the ability to supervise and delegate work effectively
  • A high standard of written and oral communication skills, a confident and empathic communicator with ability to motivate, influence, coach and develop the team in all aspects of the role
  • Ability to monitor performance, contribute ideas and assist in identifying and implementing service improvement projects
  • To be result driven and highly motivated by delivering and exceeding targets

If you are interested in this position please apply online.

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