Tusker Order and Delivery Team Leader - Watford
JOB TITLE: SOC – Order & Delivery Team Leader
LOCATION(S): Watford
HOURS: Full-time
WORKING PATTERN: For the first 6 months you'll be in office for 5 days a week and then move to hybrid, which involves spending at least 3 days per week at the Watford office site.
About this Opportunity
The efficient and effective management of our order bank from new order placement with our dealer network, to the successful new car delivery to our drivers. Coach a strong team by developing our people, focusing on their strengths, maximizing and nurturing their talents. Ensuring the highest quality and standard of service is delivered to our drivers and our customers. Constantly reviewing and improving the ways in which we work.
What you’ll need
1. Coach the team through all mediums of communication with the driver experience and journey across departments, especially where there are handoffs.
2. Advocate treating customers fairly, always look for the best way to do things for our drivers/customers.
3. Experience of building strong and valuable relationships with a range of partners e.g. customers, ADMs, other team Supervisors, Resolutions, team members, dealer, manufacturers, suppliers and partner organisations.
4. Manage relationships with our third-party suppliers to ensure that processes are completed within SLAs.
5. Hold monthly 1-2-1 meetings with each member of the team to review progress and achievement, highlighting and finding opportunities to improve and develop.
6. Motivate the team by setting creative incentives to achieve goals, especially during challenging times.
7. Responsible for ensuring process changes are documented and updated with the team.
8. Challenge why we do things and always look to exceed driver and customer expectations.
9. Experience of monitoring and analysing the team’s productivity with ideas and suggestions being raised with your Manager.
10. Taking ownership and involvement for raised complaints, especially where errors are concerned.
11. Understand and lead the team with regard to how they impact team and business KPIs.
And any experience of these would be really useful:
1. Excellent verbal and written communication skills and a natural coach that’s passionate about developing others.
2. A positive leader with the ability to listen and motivate with a pro-change attitude and approach.
3. Polite and professional telephone manner.
4. Proactively looks for how to do the best job and is confident in handling extremely difficult or sensitive situations.
5. Manages self with strong organisational and time management skills.
6. High accuracy levels and attention to detail with proven strength in planning.
About working for us
Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity or culture.
If you’re excited by the thought of becoming part of our team, get in touch.
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