Customer Service Team Leader (Maintenance Booking)
Maintenance Booking Support team assists our drivers by arranging MOTs, servicing, and any maintenance requirements, including specialist equipment. We coordinate vehicle movements following a breakdown and work proactively to find solutions that keep our customers mobile. We are committed to delivering the highest standards of customer service and strive for the best outcomes for every customer.
Leading a team of 10 dedicated Maintenance Booking Support Advisors, you will provide a supportive environment, continuing to develop and upskill the individuals knowledge and experience. Handling daily performance and escalations from the team you will need to be a confident communicator (both verbal and written).
Daily Duties:
- Developing team members’ skills and knowledge.
- Maintaining a stable, high‑performing team with the customer at the forefront of every decision.
- Organising daily resource and work allocation to ensure all tasks are covered.
- Taking ownership of the team’s daily management boards.
- Monitoring weekly complaints, KPIs, and potential risks, reporting issues and supporting mitigation actions.
- Providing expert guidance, coaching, and support to team members.
- Conducting effective quality checks and leading performance review and probation meetings.
- Managing holiday approvals and team availability in line with departmental resource requirements.
- Delivering a comprehensive overview of the department and creating a structured training plan.
Experience you’ll gain:
- Leading and motivating a team.
- Understanding how to drive performance and influence others through data‑led insights.
- Applying continuous improvement methodologies (Kaizen)
- Presenting daily management updates to internal and external stakeholders with confidence.
- Supporting the successful onboarding of new customers.
- Strengthening cross‑departmental collaboration to broaden your business and Fleet Management knowledge.
- Enhancing problem‑solving skills through exposure to operational challenges and root‑cause analysis.
- Building capability in planning, prioritisation, and resource management.