Customer Service Team Leader

Customer Service Team Lead

Bristol, England, United Kingdom

At Ayvens, progress starts with you. Our ambitions to shape the future of sustainable mobility are powered by our talent. Join us, and get better with every move.

Outstanding opportunity for an experienced people leader to join our Bristol-based ‘Corporate’ team. Ayvens Customer Service function provides market leading capability to our broad range of customers and is crucial in protecting and growing the Ayvens brand.

• Lead and manage a team to achieve all individual, team and business KPI’s and SLAs
• Provide all team members with feedback and coaching to ensure individual competence maximising individual and team performance
• Ensure a consistent high level of quality service standards are provided to internal and external customers
• Promote a culture of efficiency within the team, being able to challenge current ways of working, propose and manage implementation of tangible business improvements
• Foster and promote an engaged team therefore minimising attrition and absence
• Collaborate with other operational teams to proactively look for ways to reduce handoffs, costs and improve customer satisfaction
• Minimise business and regulatory risks through rigorous control checks
• Effective management, clear communication and professional liaison with all 3rd party relationships
• Support strategic change initiatives through to completion within your business area

• Responsible for the day to day resourcing and workflow management of a team ensuring productivity and SLA metrics achieved
• Ensure all team members have documented SMART objectives, regularly review individual and team performance targets, outputs and behaviours providing timely feedback.
• Track, monitor and deliver in line with the Quality framework to deliver good customer outcomes
• Complete monthly performance reviews with all team members and implement performance improvement plans as and when required
  
  Ensure robust training and succession plans are in place to develop, engage and retain competent team members
• Ensure that all processes and procedures are version control documented, reviewed regularly and consistently adhered to
• Provide operational and subject matter guidance for all team processes
• Ensure the department achieves all relevant compliance and regulatory activities to deliver good customer outcomes.
• Utilise daily, weekly and monthly reporting for all required team metrics, to enable ownership and delivery of team performance.
• Timely escalation of any issues on policy, procedures or decision making processes to an Operations Manager

• Proven experience in a previous leadership position
• Experience of managing performance, formally or informally, with a focus on both results and behaviours
• Excellent communication skills: written, verbal, report writing and presentations
• Proven people management experience including feedback, coaching and performance management
• Excellent time management, planning, organisational and delegation skills
• High levels of professionalism and stakeholder management.
• Broad knowledge of UK regulated and finance industry and commercial awareness
• Problem solving capabilities
• Good standard in IT literacy in particular Microsoft Office applications
• Self-motivated with the ability to lead others

• Salary range between £31,000 - £38,000
• Generous contributory pension scheme
• 25 days holiday, in addition to bank holidays
• Volunteering days to assist in charity work
• Sustainability Initiatives
• Holiday buy / sell (subject to conditions)
• Travel Insurance (cost associated)
• Dental Insurance (cost associated)
• Flexible working options available
• Eligibility for Annual Bonus Scheme
• Enhanced parental leave
• Generous Employee Referral Scheme (£1000)
• Cycle2work Scheme
• Free breakfast / fruit in the Bristol office
• EV charging points, bike storage, shower & changing facilities, car parking

Studies have shown that women and people of colour are less likely to apply for an opportunity unless they exactly meet the criteria specified. At Ayvens we are committed to building a diverse, inclusive, enjoyable and authentic workplace so if you are excited by this, or…