* Increased holiday entitlement with length of service.
* Recruitment incentive awards.
* Cycle to work scheme.
Working Hours: 4 on, 4 off, 11 hour shifts
Main Duties and Responsibilities:
* Manage and lead a team of call centre agents.
* Monitor daily activities and performance to ensure that service levels are met.
* Conduct regular team meetings to discuss performance, provide updates, and share best practices.
* Conduct performance reviews and set individual goals.
* Monitor calls to ensure high standards of customer service are maintained.
* Address customer complaints and resolve escalations.
* Implement quality control processes and recommend improvements.
* Organise and deliver training sessions to new and existing team members.
Person Specification:
* Excellent communication skills, both verbal and written.
* Strong active listening skills and ability to empathise with customers.
* Ability to multi-task, prioritise, and manage time effectively.
* Proficiency in computer applications, including MS Office.
* Previous experience in a call centre or customer service role.
* Ability to work under pressure and handle challenging situations calmly and effectively.
* Proven experience in leading and motivating teams.
* Commitment to delivering high levels of customer satisfaction.
About the Company:
Sentinel Fleet Management, part of Guest Motor Group, is proud to be the UK’s largest Iveco Dealer Group & Fiat Van Dealer. We have been a family-owned and run business for over a century, operating out of 13 full-service dealerships across the East Midlands, West Midlands, North Wales, Cambridgeshire, Leicestershire, Derbyshire, Nottinghamshire, Staffordshire, and South Yorkshire.
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