Team Lead MFDD

Micheldever Group; Exeter; On-site; GBP 80,000 - GBP 100,000; Full time

Job summary

A leading tyre services company based in Exeter seeks a proactive Customer Support Team Lead to manage a fast-paced team. This role involves supporting franchised dealer enquiries and ensuring high service levels are met. Key responsibilities include managing operations, communicating with stakeholders, and providing exceptional customer service. Ideal candidates will have customer service experience and a strong attention to detail. The company offers extensive benefits including career development opportunities and staff discounts.

Benefits

Career development courses

Staff discounts

Life Insurance

Pension

Eye Care Vouchers

Cycle to Work

Long Service Recognition

Qualifications

• Experience in a contact centre environment.
• Ability to manage customer relationships effectively.
• Knowledge retention skills.

Responsibilities

• Manage day-to-day operations of Customer Support Team.
• Support field team with sales opportunities.
• Communicate with customers about stock and delivery.
• Ensure accurate information is relayed to customers.

Skills

Customer service experience

Attention to detail

Multi-tasking

Flexibility

Account Management experience

Job description

Micheldever Tyres is looking for a proactive Customer Support Team Lead. Reporting to the Head of MFDD (Micheldever Franchised Dealership Division) you will be working as part of a proactive and fast-paced customer support team. You will be responsible for supporting Franchised dealer enquiries with both internal and external stakeholders on tasks such as stock availability, delivery schedules, promotional campaigns and other key operational issues.

The success of this role will come from delivering a high service level to our customers, working with our MFDD customers to overcome any issues – providing support and a great customer experience – creating sales and account loyalty to Micheldever.

• Location: Exeter
• Must have: Contact Service Centre experience
• Shift: Monday to Friday 08:30 – 17:00
• Benefits: Career development: we offer a variety of fully funded IMI courses. Staff discounts on servicing, tyres, and MOTs. Retail vouchers, Finder’s fee, Life Insurance, Pension, Eye Care Vouchers, Buy/Sell Holiday, Flu Jab, Employee Assistant Program. Long Service Recognition, Enhance Maternity and Paternity, Cycle to Work, Charity Match.

About our role:

• Responsible for the day-to-day management of the MFDD Account Manager team ensuring Service Level Agreements (SLAs) are met and that they are delivered to a high standard.
• Supporting the wider MFDD field team (BDMs) with bespoke sales opportunities
• Support the management of imprest stock (supersessions, new products, stock removals)
• Managing customers within customer credit limits
• Communicating brand promotions and sales initiatives to customers
• Giving product information including stock availability, prices and delivery.
• Making sure all information is accurately communicated to the customer.
• Make sure all information relating to any customer contact is accurately relayed to relevant parties, and captured on CRM

About you:

• You will need to be a well organised multi-tasker with a high attention to detail with the flexibility to meet the constantly changing requirements of the customer.
• Experience in a contact centre environment
• Experience in Account Management working in a fast-paced environment
• Excellent attention to detail
• Ability to retain knowledge

About our company:

Micheldever Tyre Services (MTS) was founded in 1972 as a part-time venture providing car servicing and tyres. Today, Micheldever Group is the fastest growing wholesaler, distributor and retailer of tyres in the UK, selling six million tyres nationwide, (20 percent of the total UK market) and employing approximately 2100 employees’ company wide.

To support this business, we have built a wholesale distribution network of 14 sites around the UK supplying over 6,000 retailers and our own retail chain Protyre which is consistently growing.

Micheldever Franchised Dealer Division sits within the wider wholesale function and works with key Vehicle Manufacturer partners to deliver tyre programmes for their networks but also support key dealer group partners who chose to operate independently of the VM programmes.