Team Leader - Transport and Logistics

Purpose: The successful candidate will manage the Logistics Call Centre Team providing motivational support, direction, and active management of team performance. This is a hands-on role ensuring that the customer experience is a positive one. Supervising employees, working to develop and coach talent to enable the successful operation of team activities.

Location: Poole Site, BH12

Salary: £27,500 - £30,000

Working Pattern: Monday to Friday

Working Hours: 37.5 hrs per week

Reports To: Transport Manger

Duties & Responsibilities:

• Set priorities for team to ensure task completion
• Coordinate work activities with transport planner
• Ensure productivity meets or exceeds service and quality standards.
• Assess and analyse team performance and competencies, identifying skill gaps, providing feedback and coaching to develop a baseline of service opportunities
• Assists in training new employees and ensuring ongoing training is effective
• Review and measure service levels and tracking systems for improvement
• Develop and implement process and/or operational improvements to enhance efficiency and effectiveness of the team
• Apply company policies and procedures to resolve a variety issues
• Analyse and resolve customer service escalations
• Implement company personnel policies, follow company staffing standards and training recommendations.
• Leading the team to ensure an excellent customer experience
• Assist the team members during busy periods

Experience & Essential Qualities:

• Minimum of 2 years’ supervisory experience in a high volume call centre environment
• Able to work with minimal supervision and demonstrate skills to achieve excellent customer and employee satisfaction
• Manage resources to meet fluctuating volumes, agreed deadlines, and compliance with internal process requirements
• Leadership skills in coaching, training and mentoring
• Clear verbal and written communication with active listening skills and the ability to communicate clear and easy to understand instructions
• Proactive organisation, innovative problem-solving, and accurate analytical skills
• Able to work under pressure and handle multiple tasks to ensure timely completion of all activities
• Innovative, self-motivated, business-oriented self-starter with ability to perform.
• Motivate successful team behaviour

Benefits:

• Discounted petrol & staff discount on parts
• After Probation Period: Health Cash Plan with Health Shield, Critical Illness cover with Unum, Death in Service, Family Day, Community Volunteer Day
• Additional holiday after 3 years’ service and pension contribution increases after 5 years.