At Nexus, we embrace every challenge, using innovation and technology to transform complexity into opportunity. As the UK’s leader in tech-enabled business mobility, we go the extra mile to deliver cutting-edge solutions that drive real impact. We’re looking for problem solvers who thrive in fast-paced environments, are excited by change, and share our passion for delivering more than just results – because at Nexus, we lead by example, push boundaries, and succeed together.
Our tech-led approach is for businesses with higher volumes and complex requirements from a range of sectors, whatever the category.
At Nexus, we’re always moving forward. As a responsible business, we grow, we innovate, and we relentlessly enhance our tech, so you never have to stop.
This attitude drives everything we do – for our customers, our people and our suppliers – and is grounded in the synergy of four core values.
- Never stop anticipating
- Never stop committing
About the role
As a Contact Centre Team Leader, you will lead, coach and motivate a team of Contact Centre advisors to support the delivery of departmental KPIs, targets and objectives. Your aim is to achieve excellent standards of customer service and drive continuous improvement within the Contact Centre.
What you'll do
- Lead and motivate a team of Contact Centre agents to optimum performance levels to achieve agreed targets, contributing to the overall Nexus objectives.
- Provide clear and concise direction, support and guidance to the team through effective coaching, leadership and setting of SMART objectives.
- Manage performance through regular, effective reviews, addressing performance issues in line with Nexus performance management policies detailed within our handbook and escalating to disciplinary sanctions where appropriate.
- Conduct development reviews and recommend training and development plans. Manage people absence in line with Nexus procedures, ensuring the welfare of our people.
- Highlight processes and procedure improvements to enhance the customer and supplier experience or improve operational efficiency.
- Build effective working relationships with key stakeholders from other teams and departments.
- Communicate all information clearly and in a timely manner.
- Act as a role model to others whilst striving to achieve high standards of performance and customer service.
- Ensure full adherence to the company's Health & Safety policy and procedures.
- Support the Operations Manager to highlight operational risks and areas for improvement.
- Commitment to own continuous personal development.
- Act as a central decision maker on losses, turndowns and all other allocation-associated decisions, ensuring this is done within Nexus parameters.
- Coach your team to build positive working relationships with all customers, offering bespoke solutions for customers requiring additional care/understanding of partner processes and procedures.
- Ensure knowledge of all work types within allocations is kept up to date in line with business changes and efficiency improvements.
About you
- Approachable and has a creative mindset
- Takes pride in hitting targets, delivering on time and quality
- Ambitious and results-motivated, somebody who wants to track performance and is competitive to continually improve this
- Resilient – identifies improvements for own self, the team and the business and puts these changes into place immediately
- Good analytical and numerical skills
- Enjoys a fast-paced, busy work environment.
- Forward-thinking problem solver who is solution-driven.
Desired Experience
- A proven track record in leading and developing a high-performing team, preferably in a Contact Centre or Customer Service environment
- Experience working in a customer-focused environment, ideally working with SLA’s.
- Proficient in the use of Microsoft applications (Excel in particular) and analysis of BI.
- GCSE Maths and English or equivalent
- Customer Services NVQ level 3 or equivalent
- Experience of the automotive/rental sector is desired, but not essential.
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of race, sex, disability, religion/belief, sexual orientation, or age.
This role will be sourced directly by Nexus.
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