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PassMeFast
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Salford, Greater Manchester
Customer Service Team Leader
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Job Type: Full-time |
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Overview
About the role PassMeFast is looking for an experienced Team Leader to help take our Bookings department to new heights. Your role will be to train, coach and motivate our Booking Agents to reach their own personal development goals, as well as to ensure that they provide an outstanding customer journey for all of our students. The culture of camaraderie, ambition and efficiency you promote will be reflected in boosted productivity and high team morale. Our ideal candidate has… Previous experience in successful team management Exceptional customer service skills, allowing them to lead by example A proven track record of driving KPIs Solid IT skills and the ability to adapt to new systems quickly A positive, can-do attitude and desire to exceed in any role they are given An infectious passion for what they do, that inspires and motivates those around them to aim high and fulfil their potential The PassMeFast model PassMeFast is one of the leading providers of intensive driving courses in the UK. What started as the brainchild of a visionary entrepreneur in 2014 is now a vibrant company of over 40 dedicated employees, offering bespoke driving services to people in counties across England. We believe that the process of earning a licence should be simple, speedy and satisfying—so that’s exactly what our courses provide PassMeFast customers benefit from: A fast-tracked practical test, with appointments taking place weeks and even months before those generally available on the DVSA’s system The support of a dedicated Booking Agent, who takes care of all admin tasks and provides help and advice where needed A database of over 600 DVSA-approved driving instructors who have been personally vetted by us Our customers really are the lifeblood of what we do, so we try to ensure that every single one has the best experience possible. To achieve this we live our company values everyday—striving to be ambitious, adaptable, industrious, smart and hospitable. Where you fit in Our Bookings department forms the largest team within our business. They’re there to make sure that our customers’ courses run smoothly, and communicate directly with our students from the moment they book in until the day they pass their test. We’re looking for a team player who can take charge and manage the department to continued success. The company is expanding all the time, so you need to be able to not only keep up, but relish the journey and make it an enjoyable learning experience for everyone. Elevating the performance of your Booking Agents to the next level will be an exciting and rewarding challenge. This is a great opportunity for a confident Team Leader to expand their skills and achieve great results. The core pillars of the Team Leader role are: Training You enjoy seeing people grow. Your work ethic and enthusiasm for the job inspires the rest of the team to achieve their full potential. You’re happy to get stuck in, with your own customer service acting as an example to the team as a whole. Management Your years of management experience allows you to establish a culture of honesty, initiative, openness and confidence within the team. Your natural humility and vulnerability engenders respect, while also encouraging employees to be their own people. Customer service Even though you’ll be in a leadership role, customer service will still be part of your everyday duties. You’re highly adept at interpreting customer needs and ensuring a smooth customer journey from start to finish. Your natural empathetic qualities make you Day-to-day tasks Manage our customer service team, ensuring that motivation is high and that all staff attain peak levels of performance Take an active role in handling calls, responding to emails and dealing with escalated complaints Use your expert knowledge of the business and superb communication skills to help our customers at every stage of their driving course Work alongside the team as they provide the ultimate customer experience, going above and beyond to turn our students into passionate advocates of the company Establish an efficient and harmonious work environment in which the team can flourish Sounds great What benefits will I get? A good fixed salary with uncapped commission 30 days’ holiday, including bank holidays Ongoing feedback and evaluation, to aid your personal development and growth Discounted fast-track driving courses State-of-the-art offices Casual work environment with informal dress code Fun team social events A vibrant location in the heart of MediaCityUK How do I apply? To apply, send your CV and contact details to us by 3rd April 2020. We will review applications as we receive them and will be conducting interviews on an ongoing basis. We would therefore encourage you to apply as soon as possible.