Join our team

Reporting to the Sales Operations Director, the successful applicant will act as team leader for the support team.

Role-specific accountabilities

The role of the customer support team leader is to take ownership of specific tasks as defined below:

• Be passionate about providing unparalleled levels of service for customers;
• Develop the team and maximise their potential;
• Manage daily workflows and monthly resource planning;
• Drive change within the team and identify areas or processes for improvement;
• Build effective relationships with customers;
• Encourage and support efficient team working with a culture of making the customer first priority;
• Encourage a culture of two-way feedback, generating ideas for continuous improvement to change and improve both the customer experience and the performance of the team;
• Work consistently to the highest standards for your team to achieve or exceed both individual and team KPIs and SLAs in line with department objectives;
• Update the Sales Operations Director regularly on the performance of the team, reporting on current KPI’s, SLAs, work volumes and resource plan;
• Ensure both you and the team identify and document root cause information and contribute to the identification of improvement opportunities;
• Liaise closely with the IT team leader on all customer support issues requiring IT input;
• Hold regular team updates and ensure all relevant information is communicated with the team to assist them with their daily duties.
• Lead by example and display a positive and pro-active attitude. Be timely, efficient and professional in all aspects of your role.
• Be involved in the management of incoming customer support requests, including:

- Initial assessment of query to establish onward action;
- Clarification of requirements as necessary;
- Verification of solution and communication of outcome to a customer;
- The utilisation of JIRA to pass issues to the development team.

• Be flexible, as directed by your line manager, to cover other customer service activities within the team when required.

Person profile

General accountabilities

• Act in a courteous, professional and ethical manner in all interactions with customers, suppliers and colleagues;
• Advise line manager/management team on matters relating to workload and work progress;
• Contribute positively to improvement initiatives;
• Comply with FleetCheck’s values, service levels, policies and legislative requirements, including (but not limited to) H&S, equal opportunities and data security (ISMS);
• Where business requires change and provided that capacity is available within time constraints, to undertake other responsibilities which are of a commensurate level outside of the terms of this role profile.

Additional information

• The normal contractual working week is 37.5 hours; a standard day is 7.5 hours;
• The work pattern is fixed hours of 9.00 am to 5.00 pm with 0.5 hour’s lunch break;
• The annual holiday entitlement based on the above working pattern is 24 days p/a;
• The organisation continuously evolves to provide broader and more proactive customer care. As such the roles and their terms and conditions will be subject to ongoing review and change.
• The FleetCheck offices have just re-opened and all staff are currently working part-time in the office and part-time at home. There may be a possibility to continue this working arrangement long-term at the line manager’s discretion but there will be a minimum requirement of 3 days in the head office per week (SN16 9RZ).