Sales Support & Operations Team Leader

Customer Services

Ref: 1611Wednesday 22 June 2022

Sales Support & Operations Team Leader

Slough – hybrid

£38k +car

Introduction:

Our client a successful motor finance organisation are expanding and due to growth seek support to their contract hire division.  You will contribute to the delivery of good service by ensuring the team are responding to and processing all customer and dealer enquiries through the provision and collation of timely and accurate information and the completion of all relevant transactions.  Through day-to-day actions ensure compliance of all regulatory requirements are met.

Responsibilities of the Sales Support and Operations Team Leader role:           

  • Manage and monitor the team’s performance (11 direct reports) and where necessary carry out any tasks when required and to manage all customer/dealer escalations.
  • Ensure Operations and Sales Support Manager is aware of potential issues associated with work queues
  • Monitor own and team performance to ensure adherence to targets, deadlines and procedures
  • Carry out call quality checks and prepare presentations to cover call statics and KPI’s for monthly meetings.
  • To adhere to the FCA & BVRLA regulations and requirements
  • Such other duties as management may from time to time reasonably require
  • To work with Operations and Sales Support Manager to produce quotes for campaigns and tenders and own all customer issues through to resolution

The teams are responsible for:-

  • Respond to and resolve inbound customer/dealer enquiries to include quoting, ordering, delivering, rescheduling of agreements, vehicle collections, terminations, invoice queries
  • Answer all verbal and written enquiries and manage expectations to customer/dealer/broker satisfaction
  • Update and maintain records for quoting, contracts and customers (within the Miles system)
  • To support the dealer/broker network as appropriate with quoting and proposal queries

Requirements of the Sales Support & Operations Team Leader

  • Treats customers/dealers with respect adhering to principles of Treating Customers Fairly
  • Ability to achieve required performance targets
  • Ability to identify service improvements and work with the Operations Manager to apply authorised service improvements 
  • Minimum of A levels or equivalent
  • Previous Experience in a Customer Service position preferred
  • Experience in the automotive or consumer finance industry preferred

Benefits: Excellent with a fully serviced car