Customer Service Team Leader

Key Purpose

Lead and manage a team to achieve all individual, team and business KPI’s and SLAs

Provide all team members with feedback and coaching to ensure individual competence maximising individual and team performance

Ensure a consistent high level of quality service standards are provided to internal and external customers

Promote a culture of efficiency within the team, being able to challenge current ways of working, propose and manage implementation of tangible business improvements

Foster and promote an engaged team therefore minimising attrition and absence

Collaborate with other operational teams to proactively look for ways to reduce handoffs, costs and improve customer satisfaction

Minimise business and regulatory risks through rigorous control checks

Effective management, clear communication and professional liaison with all 3rd party relationships

Support strategic change initiatives through to completion within your business area

Summary of Responsibilities

Responsible for the day to day resourcing and workflow management of a team ensuring productivity and SLA metrics achieved

Ensure all team members have documented SMART objectives, regularly review individual and team performance targets, outputs and behaviours providing timely feedback.

Track, monitor and deliver in line with the Quality framework to deliver good customer outcomes

Complete monthly performance reviews with all team members and implement performance improvement plans as and when required

Ensure robust training and succession plans are in place to develop, engage and retain competent team members

Ensure that all processes and procedures are version control documented, reviewed regularly and consistently adhered to

Provide operational and subject matter guidance for all team processes

Ensure the department achieves all relevant compliance and regulatory activities to deliver good customer outcomes.

Utilise daily, weekly and monthly reporting for all required team metrics, to enable ownership and delivery of team performance.

Timely escalation of any issues on policy, procedures or decision making processes to an Operations Manager

Skills & Experience

Proven experience in a previous leadership position

Experience of managing performance, formally or informally, with a focus on both results and behaviours

Excellent communication skills: written, verbal, report writing and presentations

Proven people management experience including feedback, coaching and performance management

Excellent time management, planning, organisational and delegation skills

High levels of professionalism and stakeholder management.

Broad knowledge of UK regulated and finance industry and commercial awareness

Problem solving capabilities

Good standard in IT literacy in particular Microsoft Office applications

Self-motivated with the ability to lead others

What We Can Offer

Salary Range: £32,000-£38,000 (based on experience)

Rewards & Financial Benefits

Competitive pension scheme, Annual salary review and bonus scheme,

Give As You Earn (GAYE) scheme, Employee referral scheme (£1,000), GymFlex membership options, Cycle to Work scheme

Health & Wellbeing

Life Assurance, Health assessment options, Travel insurance, Dental insurance, Critical illness cover, Personal accident insurance.

Time Off & Work–Life Balance

25 days’ annual leave + an additional Celebration Day, 37.5 hour week, Monday to Friday, no weekends, Holiday buy & sell scheme, Volunteer days , Time allocated for personal development, Study support (where applicable).

Workplace & On‑Site Facilities

Free parking (Limited), EV charging points, Bike storage & shower facilities, Complimentary breakfast, Staff and social events

Studies have shown that women and people of colour are less likely to apply for an opportunity unless they exactly meet the criteria specified. At Ayvens we are committed to building a diverse, inclusive, enjoyable and authentic workplace so if you are excited by this, or any role at Ayvens but your experience doesn’t exactly align, we would encourage you to apply regardless! What’s the worst that can happen?!

Why Ayvens?

With over 3.1 million vehicles managed across more than 40 countries, we provide full-service leasing, flexible subscription services, fleet management services and multi-mobility solutions to customers of all sizes, including large corporates, SMEs, professionals, and private individuals. By leveraging our unique position to lead the way to net zero and further shape the digital transformation of the industry, we are well-positioned to meet the evolving mobility needs of our clients and provide them with the solutions they need to thrive.

At Ayvens, we believe that our success is driven by our commitment to customer satisfaction. Our team is dedicated to delivering innovative solutions and technology-enabled services that help our customers focus on their everyday business. We’re committed to sustainable mobility and have made it a core part of our strategy. In everything we do, we’re guided by the principles of authenticity, curiosity, commitment and collaboration. We aim to foster an organisation that's diverse in people and ideas, where everyone can thrive and be themselves, no matter who they are.

Join us on this exciting journey as we continue to enable the transformation towards large scale adoption of sustainable mobility and provide our customers with the solutions they need to succeed. Follow our page for the latest updates, news, and insights.