Contact Centre Team Leader - Maternity Cover 12 months

LSH Auto

  • Stockport, Greater Manchester
  • £27,000-42,000 per year
  • Contract
  • Full-time
  • 23 days ago
  • Apply easily
LSH Auto is excited to announce a vacancy for a Contact Centre Team Leader to join our dynamic Customer Experience Centre based in Stockport on a temporary basis.RequirementsAs Team Leader, you’ll manage and support a team of booking agents handling both inbound service enquiries and proactive outbound calls. Your role will be to inspire, coach, and lead by example – ensuring high levels of customer satisfaction, efficient booking processes, and achievement of individual and team KPIs – This is a temporary role required until September 2026.Hours - 40Salary - £27,040 plus OTE Bonus = £42,000Key Responsibilities:
  • Lead, motivate, and support your team to achieve daily, weekly, and monthly targets.
  • Monitor and manage call quality, productivity, and adherence to processes.
  • Drive customer retention by ensuring every interaction is professional, friendly with agents overcoming customer objections.
  • Manage the team rota, breaks, and workflow to always ensure coverage.
  • Review dealership diaries to ensure workshop capacity is maximised.
  • Liaise with workshop and service managers to coordinate booking availability.
  • Provide regular coaching and performance feedback to your team members.
  • Report on key metrics and suggest improvements to performance and results.
  • Keep morale high through recognition, encouragement, and constructive feedback.
  • Conduct agent 1-2-1’s and HR related meetings.
Skills and Competencies:
  • Has proven experience in a contact centre or service team leadership role.
  • Understands inbound and outbound booking processes, ideally in an automotive or similar industry.
  • Is a strong communicator, motivator, and problem-solver.
  • Can thrive in a fast-paced environment.
  • Has a passion for delivering outstanding customer service.
  • Has a business mind set
BenefitsColleague Referral Scheme (£500 - £1000)
  • A range of Mercedes Benz training and leadership programmes
  • Platinum Plus Rewards Scheme
  • Colleague Car Purchase Scheme
  • Eye care Vouchers
  • Life Assurance (4 x annual salary)
  • 31 days holiday (including bank holidays), rising to 38 days with length of service
  • Wellbeing Support
  • Company Pension
  • On site gym

LSH Auto