Tusker Contact Call Centre Team Leader - Watford

End date

Thursday 02 January 2025

Salary range

£33,982 - £35,770

We support agile working

Click here for more information on agile working options.

Agile Working Options

Flexibility in when hours are worked

Job description

• JOB TITLE: Order & Delivery Team Leader
• SALARY: £33982 rising to £35,340 in April 2025
• 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, maximising 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.

About us

We're on an exciting journey to transform our Group and the way we're shaping finance for good. We're focusing on the future, investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone. Including you.

Within Tusker, we're on a mission to help the UK drive a better car. As a car benefit provider and leaders in our field, we provide tailored salary sacrifice car benefit schemes to UK organisations so they can offer their employees a fully insured and maintained car as part of their employee benefits offering. With a real focus on offering electric and ultra-low emissions cars that will have less impact on our environment, we're pleased to be supporting planet positive mobility and a brighter more sustainable future.

Through our Car Benefit Scheme employees have access to affordable, fully maintained and insured cars for a fixed monthly amount taken from their gross salary. To learn more, simply visit the Tusker cars website.

What you'll need

• Coach the team to be their best through all and any medium of communication with the driver experience and journey across departments, especially where there are handoffs. Advocate treating customers fairly, always look for the best way to do things for our drivers/customers
• 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 and manage relationships with our third party suppliers to ensure that processes are completed within SLAs
• 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 and motivate the team by setting creative incentives to achieve goals, especially during challenge times
• Responsible for ensuring process changes are documented and updated with the team and Challenge why we do things and always look to exceed driver and customer expectations
• Experience of monitoring and analysing the team's productivity with ideas and suggestions being raised with your Manager and taking ownership of actions
• Taking ownership and involvement for raised complaints, especially where errors are concerned and understands and leads the team with regard to how they impact team and business KPIs

And any experience of these would be really useful

• Excellent verbal and written communication skills and a natural coach that's passionate about developing others
• A positive leader with the ability to listen and motivate with a pro-change attitude and approach
• Polite and professional telephone manner
• Proactively looks for how to do the best job and is confident in handling extremely difficult or sensitive situations
• Manages self with strong organisational and time management skills
• 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.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative.

And it's why we especially welcome applications from under-represented groups.

We're disability confident. So if you'd like reasonable adjustments to be made to our recruitment processes, just let us know.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%
• An annual performance-related bonus
• Share schemes including free shares
• Benefits you can adapt to your lifestyle, such as discounted shopping
• 24 days' holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies

If you're excited by the thought of becoming part of our team, get in touch.

We'd love to hear from you.