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Call Centre Team Leader

FG Barnes Group
Closing date
25 Oct 2021

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Travel, Leisure & Tourism
Contract Type
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Call Centre Team Leader

At FG Barnes Group in Maidstone, Kent

FG Barnes is a family-owned company established since 1899 and have locations in Guildford, Maidstone, Canterbury & Shoreham representing Vauxhall, Nissan, Fiat, Abarth, Alfa Romeo, Jeep, MG, SEAT, CUPRA, SsangYong and DAF Brands. As part of our continued growth plans, we are looking to expand our team further by recruiting a Call Centre Team Leader to join our team at our Maidstone site.

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. Manage recruitment, 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 centre

* To motivate and lead the team to deliver and exceed all individual and team KPI targets across all contact types (calls, emails and chat)

* To take ownership of escalated customer issues, ensuring resolution and the positive relationship between FG Barnes and the customer is maintained

* To support in the training and development of the team, monitor performance and hold individual colleague reviews

* 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


* A-Level or equivalent (preferred)


* Driving licence (preferred) but not essential
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