Team Leader, Customer Service​/HelpDesk

Overview

Department :
Customer Contact Centres

Salary :
Basic £27,000.00 plus bonus, with OTE of £43,500.00 (Capped)

Location :
Contact Centre Newcastle

Reporting To :
Contact Centre Manager

Responsible For :
Customer Advisors

Working With :
Dealership Teams, Contact Centre Colleagues

We are seeking a dynamic and motivated Team Leader to join our Customer Contact Centre s role focuses on driving sales and bookings while delivering an exceptional customer experience in line with Lookers’ brand standards. You will lead, coach, and develop customer advisors, ensuring high performance, adherence to processes, and a supportive team culture.

• Processes and Procedures:
  Manage team KPIs, QA sessions, and performance improvements. Conduct monthly 1:1s, oversee onboarding, training, and HR processes, and ensure delivery of high-quality customer service.
• People and Culture:
  Foster a positive, inclusive, and collaborative environment. Build strong relationships with colleagues and dealership teams.
• Customer
  
  Experience:
  
  Ensure SLAs are met, including 95% answer rates, rapid response times, and customer satisfaction.
• Technology:
  Effectively use Lookers’ systems to drive efficiency and identify opportunities for improvement.

• 10% YoY sales and bookings improvement
• High quality of leads, call standards, and adherence to manufacturer SLAs

Strong leadership, communication, and organisational skills. A passion for customer service and the ability to coach, motivate, and develop a high-performing team.

Join us in creating a centre of excellence ly today!