Team Leader Customer Operations

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Team Leader Customer Operations
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locations
Swindon
time type
Full time
posted on
Posted 12 Days Ago
job requisition id
R04187
Your roleWhat you'll be doingAllstar Cards is one of the UK’s leading fuel management solution providers, managing more than 1.2 million fuel cards in circulation and processing over 50 million transactions per year. The Allstar fuel card offers the largest and only true multi-branded fuel network in the UK. Providing access to over 7,700 fuel sites, the Allstar card is accepted by major brands, supermarket and motorway locations. Allstar provides services to organisations ranging from small business and charities to large corporations and the public sector. Allstar is part of the global FLEETCOR Group.What you’ll be doing:We are now looking to recruit a Customer Service Team Leader on a full-time basis, to
work collaboratively with key stakeholders across the business and UK operations team. The Customer Service Team Leader will report into the Head of Customer Service and will identify opportunities for improvements that are related to driving revenue opportunities, delivering a positive customer experience, and driving efficiency savings.
Your primary role will be to manage all aspects of the team’s performance including leadership, development and performance improvement, in order to ensure the highest levels of service delivery.
Key Responsibilities:Manage a team of between 9-10 FTE.Ensure best practice disciplines are maintained across the team resulting in high levels of customer satisfaction and delivery of commercial objectives.Look out for improvement opportunities within our area and share them with the wider team.Experience in working in a fast-moving operation or contact centre, with knowledge of real time reporting, analytical skills to drive continuous improvement and deflecting customer contact.Strong stakeholder experience working with both internal and external customers.Monitor performance and lead the team to achieve key performance indicators (KPIs) and provide an excellent service to customers.A strong leader and an exceptional team player who builds open and supportive relationships both internally and externally.Strong emotional intelligence - able to utilise a range of management techniques to get the best out of your team.Open, flexible and adaptable approach to workAble to effectively prioritise and reprioritise.Solutions focused and resourceful.Committed to continual improvement.Engaging and motivating attitude and styleWhat we’re looking for:You will have a strong background in Customer Service, ideally in a mentoring and coaching capacity. Additionally, you will have great time-management and computer literacy skills and be passionate about putting the customer at the heart of everything you do!Relevant work experience, with a proven track record in delivering operational and customer outcomes.Able to lead and deliver on performance and commercial objectives.Able to motivate, develop and engage a team of Customer Service AdvisorsAnalytical and data driven as well as customer centric in thinking and approach.Work effectively with others with strong communication skillsAble to understand business needs, prioritize incoming requests accordingly and change direction quickly.Experience leading a team.Knowledge of identifying potential improvements and assist in implementing key changes within customer operations whilst supporting our service plan to deliver high quality efficient services to our customers.Essential experience:Relevant managerial experience ideally in a target driven environmentExperience of managing performance, taking
corrective/preventative
action and proven delivery of performance improvementsExperience of consulting with colleagues, conducting briefings and performance reviewsExperience of resource management, managing workflow and multiple tasksWorking in a customer service focused environmentExperience of providing excellent written and verbal customer serviceThe rewards we’ll give you:Pension scheme 5% employer contributionFree on-site parkingOpportunities working for a global company4 X Life insurancePrivate Healthcare25 days Holiday (plus Holiday Buy/Sell)Access to benefits portal – Perk BoxDiscounted goods and servicesEmployee Fuel CardAccess to LinkedIn learningCareer Progression#INDINT#LI-SI1About FLEETCORFLEETCOR is a global technology organisation that is leading the future of commercial payments with a culture of innovation that drives us to constantly create new and better ways to pay. Our specialized payment solutions help businesses control, simplify, and secure payment for fuel, general payables, toll and lodging expenses. Millions of people in over 80 countries around the world use our solutions for their payments.All offers of employment made by FLEETCOR (and its subsidiary companies) are subject to the successful completion of satisfactory pre-employment vetting by an independent supplier (Experian). This is in accordance with FLEETCOR's Resourcing Policy and include employment referencing, identity, adverse financial, criminal and sanctions list checks. We do this to meet our legal and regulatory requirements.FLEETCOR is dedicated to encouraging a supportive and inclusive culture among our employees. It is within our best interest to promote diversity and eliminate discrimination in the workplace. We seek to ensure that all employees and job applicants are given equal opportunities.Notice to Agency and Search Firm Representatives:FLEETCORwill notaccept unsolicited CV's from agencies and/or search firms for this job posting. Resumes submitted to any FLEETCOR employee by a third party agency and/or search firm without a valid written & signed search agreement, will become the sole property of FLEETCOR. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you.
About Us Fast-growing, global, rewarding, fun, involved – at FLEETCOR, we are all of these and more. If you are an experienced and self-motivated professional who can perform at a high level, you will be rewarded. If you have great ideas, we want to hear them. If you want your career to grow at the same rapid pace as our organization, this is the place for you. Whatever your area of expertise, you can take it to the next level at FLEETCOR.
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