About the Role
The ‘At Your Service Centre’ in Peterborough, is the global hub for customer service, at Addison Lee
We aim to work with driven and innovative people with an entrepreneurial spirit, who can flourish when given freedom or responsibility. As a Brand Standards Coach, you will be an integral part of our vibrant service support team, helping us to deliver an outstanding customer experience to internal and external customers
You will be a passionate and energetic people manager, who loves spending time with your team and focusing on their development. You enjoy keeping your team motivated and engaged to deliver excellent service, to internal and external customers, whilst solving problems reaching your goals.
About Us
Addison Lee – driving London safely and in style since 1975.
As the capital’s leading passenger car, courier and now black taxi service, Addison Lee is an integral part of the London transport network.
Our people matter and our strength is in our employees and drivers. Our dedicated team has years of expertise, and we are always looking for great people who can drive innovation.
We believe that taxi and minicabs journeys can be so much more than just a means to an end. Our mission is for our clients and drivers to experience extraordinarily high standards, and by allying the latest technologies with traditional client service values, we cannot only disrupt the industry, we can revolutionise it.
Reporting Lines
This role reports to The Operations Team and Head of Customer Support
Location
The job is located at our Peterborough Office in Hampton
Hours
14:00 - 17:00 variable start time, 5 days out of 7, 37.5 hours total per week
Requirements
Main Accountabilities
· Confidently lead a team of AYS Advisors, ensuring they provide outstanding levels of customers service
· Coach, motivate and drive performance of your team, ensuring their welfare, engagement and focus
· Lead on team meetings, creating a fun, energetic and vibrant atmosphere allowing the team to shine
· Hold regular coaching sessions, 121’s and performance checks to aide staff development and growth
· Manage the individual statistical performance of the advisors, driving them to achieve all of their KPI’s
· Perform spot checks and listen to calls or e-mails to identify knowledge gaps or areas for improvement
· Flex your leadership style to meet the personal or developmental needs of each member of your team
· Build close working relationship with major stakeholders, especially all departments in the AYS centre
· Advise staff on complex operational issues and personally manage to make decisions where needed
· Managing staff absence, lateness and adherence in line with expectancies outlined by the business
· Helping your team to understand all business communication, process changes or product updates
· Consistently work with the Operations Team to accomplish goals set by them or the wider business
· Be innovative, adaptable and flexible in your approach, suggesting new ideas to improve processes
· Always lead with positivity, and complete operational handovers to ensure business continuity
· Confidently support with questions from the team, whilst staying on top of all admin tasks
· Support with our assessment centres, and help the business find and employ new talent
· Lead by example and follow our AYS values, whilst helping to deliver on company goals
This list is not exhaustive. At Your Service Team Managers should always be prepared to answer calls, respond to e-mails, handle escalations or do whatever it takes to ensure smooth running of the centre. Our ultimate goal is to have fun, and help people develop whilst an amazing customer experience.
Person Specification
· Experienced as a Team Manager (or equivalent) in a fast-paced contact centre environment
· An accomplished and positive leader, with a real passion for people, that likes to lead by example
· Strong coaching or developmental skills are essential, as is the ability to motivate a team of advisors
· Naturally polite, respectful and courteous, ensuring the staff and customer needs are consistently met
· Extensive knowledge and experience of dealing with customer complaints, escalations or challenges
· Excellent communication skills, both verbal and written as well as outstanding interpersonal skills
· Can ensure the highest levels of confidentiality to ensure sensitive customer and staff data is safe
· Commercially aware of the operational responsibilities and targets of a customer contact centre
· Can work well under pressure, showing resilience and exceptional time management skills
· Advanced levels of attention to detail with a skill in spotting inconsistencies or mistakes
· Confidence in your ability to use IT programmes and contact centre systems effectively
· Ability to prioritise a workload, whilst being extremely organised and efficient
Benefits
Competitive salary of £27,000 - £29,000, Wellness Program, Cycle to Work Scheme, Pension and Healthcare Options, 33 days Annual Leave (incl. bank holidays), Additional voluntary benefits via Reward Gateway. Training opportunities, onsite free staff car park, unlimited free tea & coffee as well as free fresh fruit! Discounted cabs and courier services (London trips only).
Equality and Diversity Information
Addison Lee is an equal opportunities employer and welcomes applications from all sections of the community.
Addison Lee are a Disability Confident employer, we have made commitments to employ, keep and develop the abilities of disabled staff.