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Contact Centre Supervisor

Location: Wellingborough

20/05/2024

 

Intercounty Truck & Van Ltd is a successful Mercedes-Benz franchise with 20 years experience of providing excellent sales and aftersales service.  We have 5 sites across central England plus a number of workshops that are dedicated to our large fleet customers, repairing mixed fleets of vehicles including trailers and ancillary equipment.

Our technicians, sales teams and back-office support all share the same goal; to deliver an unrivalled customer experience, adding value through our products and services.

Intercounty have an exciting opportunity for an exceptional people manager to join our Central Service Team as our Contact Centre Supervisor.

The Contact Centre Supervisor is responsible for overseeing the day to day running of the contact centre, ensuring the central bookings team meet performance targets and provide exceptional service. This role involves motivating and managing staff, handling escalated issues, monitoring performance metrics, implementing strategies to improve efficiency and customer satisfaction, and to positively impact our vision, goals and profitability.

In addition to overseeing the daily operations of our growing Contact Centre, the role will incorporate a Central Bookings Co-ordinator function, making a significant contribution to customer satisfaction and the overall success of the aftersales function.

Previous Contact Centre management and some supervisory experience is desirable but is not a necessity.

 

TEAM SUPERVISION

Supervise a team of customer service representatives, including scheduling, training, and performance evaluation.

Conduct regular team meetings to update staff on company goals, performance metrics, and best practices.

Provide ongoing coaching and support to help team members achieve their individual and team targets.

 

PERFORMANCE MONITORING

Ensure adherence to company policies and procedures, including quality standards and compliance requirements.

Analyse performance data to identify trends, issues, and areas for improvement.

 

CUSTOMER SERVICE EXCELLENCE

Handle escalated customer issues and complaints, providing resolution and ensuring customer satisfaction.

Implement strategies to improve customer service delivery and reduce response times.

Develop and maintain a customer-centric culture within the team.

 

OPERATIONAL EFFICIENCY

Optimize call centre operations by implementing effective processes and technologies.

Manage call centre resources efficiently to meet fluctuating call volumes and service demands.

Collaborate with other departments to ensure smooth workflow and communication.

 

COMPETENCIES

Management: Define roles and responsibilities, motivate and challenges employees, delegate effectively, reward contributions, anticipate and resolve conflict, define processes and goals.

Customer-oriented: You are an effective communicator with a keen understanding of customer satisfaction factors. You think and act with the customer in mind. You professionally implement all Mercedes-Benz processes and procedures to provide the best experience for your customer.

Relationship-builder: You establish a quick, reliable and trustworthy rapport with customers and team members.

Organised: You have excellent time management skills and work in a well-organised and structured way to prioritise tasks.

Resilient: You are a consistent performer who can work under pressure to deliver in a fast-paced environment.

Team player: You work well in a team and ensure frequent communication and engagement with others.

 

TASKS

Monitor, motivate and evaluate the performance of the team to meet company standards

Conduct regular team meetings to update staff on company goals, performance metrics, and best practices.

Provide ongoing coaching and support to help team members achieve their individual and team targets

Respond to all maintenance and repair requests, ensuring all customer and vehicle data is captured.

Create new sets of customer and vehicle data in the dealer management system where required.

Establish type and scope of work to be planned, including connected vehicle data.

Ensure outstanding maintenance or repair items are included in the scope of work.

Planning and scheduling all workshop resources to meet customer’s requirements.

Creation of all necessary documents and supporting materials.

Liaise with key stakeholders to ensure readiness for customer arrival.

Confirm customer appointments.

Create and manage all MOT, inspections and repair bookings for the group.

 

KNOWLEDGE & EXPERIENCE

Experience of management or supervisory.

Experience in customer contact and customer support.

Experience in an automotive service operation or in a comparable role within the service sector.

Excellent computer skills and general business knowledge.

Basic technical knowledge and an understanding of service and parts.

Basic knowledge of trucks and connected vehicles and associated Heavy Goods Vehicles compliance.

Basic knowledge of service-relevant applications.

 

Our Dealerships

Intercounty Truck & Van Wellingborough

Stewarts Road
Finedon Road Industrial Estate
Wellingborough
Northamptonshire
NN8 4TR
01933 232600
Intercounty Truck & Van Peterborough

Broadway Business Park
Yaxley
Peterborough
Cambridgeshire
PE7 3EN
01733 246419
Intercounty Truck & Van
Milton Keynes

8 Fingle Drive
Milton Keynes
Buckinghamshire
MK13 0AY

01908 228200
Intercounty Truck & Van
Boston

Old Station Yard
Station Road
Sutterton
Boston
Lincolnshire
PE20 2LF
01205 461355
Intercounty Truck & Van Dunstable

Woodside Industrial Estate
Unit 9
Humphrys Road
Dunstable
LU5 4TP
01582 347700

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