9 months ago
Call Centre Team Leader – Outbound
Manheim is the world’s largest automotive services company and, through its unparalleled range of products and services, drives every stage of the used vehicle lifecycle. A subsidiary of Atlanta based Cox Enterprises, one of the world’s leading media companies and providers of automotive services, Manheim handles nearly 10 million used vehicles worldwide, facilitating transactions representing more than $50 billion in value. In the UK, we provide a national physical and on-line auction network, comprising 18 centres.
We also provide vehicle inspection, repair, reconditioning and pre-sale preparation; transport; logistics; full defleet management and outsourced end-of-contract administration. In addition, Manheim is the UK’s leading automotive digital marketing specialist providing retail marketing and specialist web marketing support to more than 85% of the Top 200 UK dealer groups.
About the Role
Inspection Services is a core part of the Manheim Inventory Solutions business, and is the number one provider of end of lease vehicle inspection and collection services.
Reporting to the Service Delivery Manager, your role will be to make sure the outbound call centre team make outbound telephone calls to Hirers. All calls should be made in a professional manner, ensuring where possible the Hirer is able to book their inspection and/or collection as required. Our outbound call team are representing our customers, so they must have a professional interaction with the Hirer and offer a first time resolution to whatever requirement they have. Setting targets for your team in line with department service level agreements, you will train, develop, support and coach your team so they deliver an excellent level of service and support other team leaders within Inspection Services to ensure customers and team members are put at the heart of our business.
We’re looking for an individual who can be a positive role model to the team and who can manage people in a way that enables them to be the best they can be. With excellent communication and problem-solving skills, you will have an engaging and confident personality and be able to positively impact the customer experience/journey, understanding the importance of first time resolution.
With a positive and enthusiastic outlook, you will be eager to contribute to the business and make a difference whilst demonstrating passion for your own personal development. You should be able to complete tasks accurately and to deadlines and be competent in Microsoft Office, specifically Excel, to allow you to analyse data.