Team Leader

Lookers Crewe; Newcastle upon Tyne; On-site; GBP 27,000 - 44,000; Full time

Job summary

A national automotive group in Newcastle upon Tyne is seeking a dynamic Team Leader to drive sales and deliver exceptional customer experiences. You will coach and develop customer advisors, ensuring high performance and adherence to standards. The ideal candidate is passionate about customer service and has strong leadership skills. This role offers a competitive salary and bonus structure.

Qualifications

• Strong leadership and communication skills are essential.
• Ability to coach, motivate, and develop a high-performing team.
• Passion for delivering exceptional customer service.

Responsibilities

• Manage team KPIs and performance improvements.
• Foster a positive and collaborative work environment.
• Ensure high customer satisfaction and adherence to SLAs.
• Use technology to drive efficiency in processes.

Skills

Leadership

Communication

Organizational skills

Customer service

Job description

OTE

Overview

Department:Customer Contact CentresSalary:Basic £27,000.00 plus bonus, with OTE of £43,500.00 (Capped)Location:Contact Centre NewcastleReporting To:Contact Centre ManagerResponsible For:Customer AdvisorsWorking With:Dealership Teams, Contact Centre Colleagues

Role Summary:We are seeking a dynamic and motivatedTeam Leaderto join our Customer Contact Centre at Lookers. This 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.

Main Responsibilities:

• 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.

Key Performance Indicators:

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

Requirements: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 at Lookers. Apply today!